Mayflower Tops Van Lines in Customer Satisfaction

jdpower_awardMayflower Transit came out on top in a recent Customer Satisfaction survey from consumer survey powerhouse J.D. Power and Associations about moving companies, followed closely by Allied Van Lines.

Overall, J.D. Power said overall quality improved in its most recent survey of major van lines customers, saying there were “considerably” fewer reports of lost or damaged items.

J.D. Power bases its rankings on evaluations from consumers who used a full-service moving company in the past 12 months. You can see the complete van line rankings at this link. The van lines were scored across five factors: shipping estimate process; packing services; loading and unloading; transportation of belongings; and insurance/valuation coverage.

J.D. Power says overall satisfaction with movers averages 804 on a 1,000-point scale in 2009, which is up 16 points from 2008. Satisfaction was up from 2008 in all five factors. Also, the admount of customers who report lost or damaged items has decreased to less than a third in 2009, compared with nearly one-half in 2008.

“In the current economy, consumers may be tempted to pack and transport their belongings themselves; however using a full-service moving company to orchestrate and execute a move can be a smart economic decision and provide them with valuable peace of mind,” said Michael Drago, director of the real estate and construction industries practice at J.D. Power and Associates.

“Whether a move is completed independently or through a professional full-service moving company, there is a risk that items will be lost or damaged.  Moving companies have reduced their lost and damaged items rates, but if any does occur, the customer is typically protected or insured to some extent through the moving company, which can help mitigate a problematic move.”

Mayflower Transit showed much improvement from 2008 to rank highest in 2009 with a 831 score. Allied Van Lines came in second with a score of 812.

The survey found that moving estimates are a key consideration for people picking a moving company. The survey found that shipping estimate satisfaction is nearly equal among customers whose estimates are done in-person and online, averaging 807 and 805.  Shipping satisfaction among customers who get an initial quote over the phone averages 12 to 14 points lower than that of customers who get their estimates online or in-person.

“Savvy customers recognize that the initial quote process provides more than just a price point to use in differentiating among the moving companies under consideration,” said Drago.  “The process offers insight into what it will be like to work with each company, as well as how accommodating, comprehensive and proactive they are.  The price that is quoted is important, but the process is equally as revealing.”

Other findings from the survey:

  • For customers who have loss or damage to their belongings, only 50% filed a claim. For those who suffered damage but didn’t file a claim, 60 percent said the items damaged or lost were not valuable enough to be worth filing a claim.
  • There is a 59-day window between the day when a customer decides they are moving and the day their possessions are loaded into a moving van on moving day.
  • Fewer people are asking for packing services. The percentage of customers that had their movers pack their belongings decreased by 10 percentage points from 2008 to 44% in

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