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Study – GMAC Global Relocation Services Ranks Highest in Customer Satisfaction

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RISMEDIA, August 20, 2008-GMAC Global Relocation Services ranks highest in satisfying relocated employees with corporate relocation services for a second consecutive year, according to the J.D. Power and Associates 2008 Corporate Relocation Transferee Satisfaction StudySM released this week.

The study, now in its second year, is the only source of independent and unbiased customer satisfaction information on relocation service providers and is based on evaluations from transferees who were relocated to a destination within the United States during the past 12 months. Transferee satisfaction with corporate relocation companies is based on six factors: destination services; non-moving related services (including services such as finance, insurance and spousal assistance); packing services; relocation counselor; selling of prior residence; and transportation of belongings. The study is designed to provide comprehensive information to assist relocation companies in their efforts to improve transferee satisfaction, and to assist corporations in making informed decisions about selecting corporate relocation partners.

GMAC Global Relocation Services achieves an overall satisfaction index score of 744 on a 1,000-point scale and performs particularly well in four of seven factors: non-moving related services; selling of prior residence; transportation of belongings; and packing services. Prudential Relocation and Crown Relocations follow in the rankings with scores of 741 and 725, respectively. Prudential Relocation performs particularly well in the relocation counselor factor, while Crown Relocations performs well in the area of destination services.

“GMAC Global Relocation Services performs consistently well in all of the factors that drive transferee satisfaction, and its service philosophy-which involves listening to customer needs and committing to agreed-upon service levels-has been key to its high levels of achievement for two consecutive years,” said Michael Drago, director for the real estate and construction industries practice at J.D. Power and Associates. “Prudential Relocation demonstrates particular strength in the ability of their relocation counselors to address transferee problems in a timely manner. Across the industry, approximately one-third of transferees experienced some type of problem during their relocation, and the majority of those transferees who experienced a problem contacted their relocation counselor for assistance in resolving it. Therefore, having counselors that are well-equipped to handle problems that arise and aid transferees is a great asset.”

The study finds that, although all respondents were provided with corporate relocation company services to assist with relocation, more than one-third (36%) report that the primary responsibility for managing the relocation was performed by themselves or a family member. Among these transferees, satisfaction averages 617-163 points lower than that of transferees who felt that their corporate relocation company actively managed the relocation. Among the nearly one-half of respondents (48%) who felt that their corporate relocation company managed their relocation, satisfaction averaged 780.

“The relocation process can involve coordinating a myriad of services-a task that a transferee may have to take on if a corporate relocation company fails to proactively manage the relocation,” said Drago. “When corporate relocation companies take control in ways that maximize convenience for transferees-such as arranging service in an efficient manner and minimizing the number of contacts that a transferee must deal with-they considerably improve transferee satisfaction.”

The study also finds that while the relocation counselor factor is critical in overall satisfaction with corporate relocation companies, the importance of destination services has increased in 2008, compared with 2007. Transferees list the following as the top five pieces of information that they want to receive from their relocation company regarding their destination city:

Housing/market conditions
Relative cost of living
Crime statistics
School systems
Hospitals/health care

The study also finds that nearly one-half (47%) of transferees report receiving their belongings on time and without damage, while 48% say that they had belongings that were either damaged or lost during their relocation. Satisfaction among respondents whose belongings were delivered on time and without damage averages 753, compared with 675, on average, among customers whose items were delivered on time but with damage or loss. Satisfaction declines to 633 among customers whose belongings were both late and damaged or lost.

The 2008 Corporate Relocation Transferee Satisfaction Study is based on responses from 1,121 transferees who used a corporate relocation service in the past 12 months. The study was fielded from April to July 2008.

For more information, visit www.JDPower.com.

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