Measuring the Quality of your Move.
Most van lines talk quality, but not
all can measure it. That's why at northAmerican International, we've developed
a set of metrics and programs to improve your relocation experience and deliver
peace of mind...to ensure that every move is a quality move.
Our exclusive quality assurance programs include:
The Quality Index is an internal monitoring system designed to provide valuable
feedback from our customers on the various services they received. The Quality Index
is based on the customer's perception of their moving experience. An independent
research firm randomly surveys customers after their move to learn how we performed,
from packing through to final delivery. Every Representative and Driver is assigned
a quality rating based on the responses to the survey questions. We use this system
to learn about what's important to our customers and to continually improve our
Professional Driver Development
All North American Van Lines drivers go through a detailed qualification process
and hands-on training program. The training includes safe loading and unloading
techniques to ensure safe transportation of household effects, customer service,
communication skills and claims prevention skills.
Driver Quality Performance Rating
We also track our Representatives and Drivers cargo handling performance through
our Quality Performance Rating Program. Every Representative and Driver is assessed
a rating, based on their performance in loading, transportation and unloading skills,
to ensure an exceptional moving experience is provided for all of our customers.
Representative Safety Officer Program
Safety is essential to every northAmerican International move, on and off the road
and while moving overseas. The Representative Safety Officer Program educates our
Agents about formal vehicle inspections, keeps Drivers up-to-date on loading, unloading
and driving techniques, and implements safety precautions.
Packing and Loading Training
The specialized nature of international moving requires the packing and loading
process be carried out by seasoned, highly skilled and top-rated packers. To maintain
this critical level of professionalism and expertise, all international movers must
adhere to the strict packing/unpacking and loading/unloading standards specified
in our International Procedures Manual. All international movers receive individual
corporate-directed training, complemented by training videos and printed materials.
Our standards not only include specific procedures related to an international move,
but also require the use of packing materials that are designed especially for moving
overseas. Performance is carefully monitored and evaluated to ensure we meet our
high quality standards.