While Price and Availability are Important Considerations in Selecting a Moving Company, Degree of Care with Belongings and Timely Transportation Lead to Highest Levels of Satisfaction WESTLAKE VILLAGE, Calif., Aug. 26
WESTLAKE VILLAGE, Calif., Aug. 26 /PRNewswire/ -- Two Men and a Truck
ranks highest in satisfaction among customers using full-service moving
companies, according to the J.D. Power and Associates 2008 Full-Service Moving
Company Customer Satisfaction Study(SM) released today.
(Logo: http://www.newscom.com/cgi-bin/prnh/20050527/LAF028LOGO-a)
The study, now in its second year, is based on evaluations from consumers
in the United States who used a full-service moving company to move their
household goods during the past 12 months. Customer satisfaction with
full-service moving companies is measured across five factors:
insurance/valuation coverage; loading and unloading service; packing services;
shipping estimate process; and transportation of belongings.
Two Men and a Truck ranks highest with a score of 809 on a 1,000-point
scale. Following closely in the rankings are Graebel Van Lines (808) and North
American Van Lines (807).
"Customers who used Two Men and a Truck, Graebel Van Lines, or North
American Van Lines all report very high levels of satisfaction with their
moving company," said Michael Drago, director of the real estate and
construction industries practice at J.D. Power and Associates. "However, it is
Two Men and a Truck's consistently strong performance across all aspects of
the move that primarily contribute to their top ranking. Graebel Van Lines and
North American Van Lines also represent solid options for customers looking
for a positive moving experience."
The study finds that many customers cite the availability of the moving
company to execute the move within a desired timeframe and the price
originally quoted by the moving company as important considerations in
selecting a moving company. However, customer satisfaction is in fact driven
by the quality of the service provided, including the ability to deliver a
customer's belongings on time and without damage or loss.
"Although consumers view moving services as a commodity, there are real
differences in both satisfaction and performance levels among the companies
included in the study," said Drago. "The challenge is to help consumers
understand these differences to aid in their ability to make an informed
decision. Customers should be aware that in the end, finding the best value
can be different from finding the lowest price."
The study also finds that 44 percent of moving customers report having
items lost or damaged during their move. Among those customers who experienced
loss or damage, more than one-half (56%) filed a claim with their moving
company. Among customers with settled claims, the median compensation amount
received equaled their perceived fair replacement value for the items in
question.
"Since there is a high likelihood of incurring damage or loss of
belongings during a move, it is critical for consumers to make informed
decisions when selecting a moving company entrusted to handle their most
prized possessions," said Drago. "However, when loss or damage does occur,
moving companies seem to do a good job of providing fair compensation to their
customers."
The study results also include the following key findings:
-- Consumers may benefit from moving during off-peak times, when
circumstances permit. Overall customer satisfaction with moving companies is
lowest, on average, during the months of June through September. Conversely,
satisfaction is highest during the periods of January through March and
October through December.
-- Customer loyalty and advocacy with moving companies is particularly low,
providing an opportunity for companies to differentiate themselves and stand
out from the competition. Slightly more than one-third of customers say that
they "definitely will" recommend their moving company, while slightly fewer
than one-third of customers say they "definitely will" use the same moving
company again.
-- More than nine in ten (91%) respondents received their belongings on
time. Among customers who report that their belongings were delivered late,
two-thirds were informed of the delay ahead of time.
The 2008 Full-Service Moving Company Customer Satisfaction Study is based
on responses from nearly 3,000 customers who used a full-service moving
company in the past 12 months. The study was fielded between April and July
2008.
For more information, read an article on full service moving companies or
view ratings at JDPower.com
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a
global marketing information services company operating in key business
sectors including market research, forecasting, performance improvement,
training and customer satisfaction. The company's quality and satisfaction
measurements are based on responses from millions of consumers annually. For
more information on car reviews and ratings, car insurance, health insurance,
cell phone ratings, and more, please visit JDPower.com. J.D. Power and
Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a leading global
information services provider meeting worldwide needs in the financial
services, education and business information markets through leading brands
such as Standard & Poor's, McGraw-Hill Education, BusinessWeek and J.D. Power
and Associates. The Corporation has more than 280 offices in 40 countries.
Sales in 2007 were $6.8 billion. Additional information is available at
http://www.mcgraw-hill.com.
J.D. Power and Associates Media Relations Contacts:
John TewsSyvetril Perryman
Troy, Mich. Westlake Village, Calif.
(248) 312-4119 (805) 418-8103
john.tews@jdpa.com syvetril.perryman@jdpa.com
No advertising or other promotional use can be made of the information in
this release without the express prior written consent of J.D. Power and
Associates. http://www.jdpower.com/corporate.
Customer Satisfaction Index RankingJ.D. Power.com Power Circle Ratings
(Based on a 1,000-point scale) For Consumers
Two Men and a Truck 809 5
Graebel Van Lines808 5
North American Van Lines 807 5
United Van Lines 794 4
Mayflower Transit793 3
Atlas Van Lines 789 3
Industry Average 788 3
Wheaton Van Lines771 2
Allied Van Lines 758 2
Bekins Van Lines 751 2
Power Circle Ratings Legend:
5 - Among the best
4 - Better than most
3 - About average
2 - The rest
SOURCE J.D. Power and Associates
