Quality Index
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 move 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 services.
Professional Driver Development
All northAmerican 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 move is provided for all of our customers.
Representative Safety Officer Program
Safety is essential to every northAmerican International move, on and off the road. 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 crews must adhere to the strict packing/unpacking and loading/unloading standards specified in our International Procedures Manual. All international personnel 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 international moves. Performance is carefully monitored and evaluated to ensure we meet our high quality standards.
|
The Move