Survey Says: Household Goods Transportation Key to Satisfaction

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RISMEDIA-NRRE VOL 16-7 2000

Survey Says: Household Goods Transportation Key to Satisfaction

By Peg Guinta, CRP, RIS Consulting Group

Transferee service evaluation results receive much attention from service providers in their efforts to improve service performance. Cur-sory review of these results generally offers useful but simple feedback. However, an in-depth look at multiple variables can provide keen insights into raising actual and perceived performance levels.

RIS? general investigation of service results for its clients revealed two major areas within the relocation process that most affected transferees? overall satisfaction results. The service company role of coordinating all program services and specifically, transportation of household goods assistance emerged as most critical.

Analysis of household goods transportation evaluations show a correlation between overall service ratings and a carriers? frequency of claims. In fact, our results indicated that a higher claims frequency tends to drive down overall service performance results. Narrative comments from the same transferee group showed that over 64% of all negative comments included a problem with claims collection for damaged or lost goods. This further supports that successful handling of personal belongings is essential to the success of the entire relocation experience.

Because high performance in household goods transportation is such a significant service area, it is important for corporate clients to select service providers well and monitor them periodically in various performance areas. Following are some key criteria:

?Typical performance measurements include on-time pick-up and delivery, but also look for low claims occurrence and quick settlements.

?Consider the quality of the carrier?s fleet and the company?s safety record; a fleet in poor quality can affect timely pick-ups, deliveries and safety issues.

?Determine if the carrier “self-hauls” or hires independent agents to move goods. If a self-hauler, the van operator works for the carrier and should be more accountable and communicative than a contracted agent.

?Identify business support services you or your client require and if they are available.

These may include periodic service and activity reporting, special packing services for VIPs or frequent movement of electronic equipment, for example. Services vary considerably from company to company, so it is important to know what your present and future needs will be and if the carrier can accommodate them comfortably.

In addition to selection criteria and performance monitoring, preventative measures can also improve satisfaction. Transferring employees should place adequate coverage on their personal belongings during shipment or storage and additional protection should be purchased for high value items such as antiques or collections. Many transit insurance providers recommend that high value items have a current appraisal and photographic documentation should damage or loss occur. Of course, any existing home owner policy should be reviewed to determine if it presently covers transit and storage of goods.

Understanding valuation methods and the options available will help employees determine the protection level available to them and if additional insurance coverage is necessary.

Ideally, general information about the household goods transportation process should be included in communication materials to transferees. By creating more realistic expectations of the process, companies encourage employees to take precautions with their traveling household goods that they may not have otherwise considered.

Although emphasis is often placed on other areas within the relocation (such as home marketing and home sale), the household goods component is clearly a critical one. Careful provider selection and good performance management is fundamental to maintaining and enhancing overall service satisfaction.

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Sunday, March 21, 2010