Quality Assurance

Quality standards that measure up.

The Allied Van Lines commitment to customer satisfaction goes beyond just talk. It's measured in real results. The ultimate goal of "providing the highest quality service available anywhere" comes alive through continuous improvement practices.

Quality of Service Audit

To improve front line quality practices, Allied performs a Quality of Service Audit (QSA) to measure Allied's customer satisfaction. They conduct a telephone survey with Allied customers within 5 days of their move. Customer responses to the 14-question survey are tabulated and distributed to Allied agents. These results assist Allied and its agents in developing effective recognition, training and operational practices.

Allied's goal is to achieve sustained continuous improvement that yields an "excellent" rating with customers for quality of service. In 1995, the goal for an "excellent" rating was set at 4.25 on a 5.0 scale. Due to the implementation of continuous improvement initiatives, the bar was raised in 1998 to 4.35 and again in 2001 to 4.40.

Move Management – A Six Step Plan for Success

Allied understands the importance of keeping your employees informed with timely and accurate information throughout the relocation process. Your company can feel confident that Allied's move management process will ensure a successful move every time. Here is our six step plan for success:

Every phase of a corporate relocation is supervised and monitored by a qualified Allied moving counselor. The moving counselor assures that Allied's procedures and services—from pre-move planning through final invoicing—strictly comply with your company's relocation policies.
During the pre-move consultation, the moving counselor conducts an in-depth needs analysis to identify the specific relocation requirements, expectations, and concerns of the relocating family.
Allied's moving counselor prepares a survey of moving services and determines estimated costs based on a thorough room-by-room analysis of household goods to be shipped, making note of special packing and transportation requirements.
After the estimate is approved, our counselors will assign a move coordinator to the move who will personally update your employee on all of its phases, from when the packers will arrive to exactly when final delivery will be made.
Each transferee is contacted one week prior to and on the actual days of packing, loading and delivery. Should any of these events be more than one week apart from each other, regular contact will be maintained throughout the process.
If your employee requires information or has questions regarding the move, they may simply contact their move coordinator. The coordinator is empowered to respond quickly, providing the necessary information to your employee.

AES – Allied Executive Service

Allied Executive Service (AES) is Allied’s corporate relocation nerve center. Through Allied Executive Service, a qualified moving counselor is assigned to each corporate relocation to provide your employees with a single, dedicated point of contact. As the primary point of contact for both corporate relocation employees and transferees, AES move coordinators orchestrate every step of the move from ordering the move through to the claims process.

Professional Skills – The Best Drivers

Strict driver qualification involves a very careful and thorough background investigation. As a forerunner in driver training, Allied University was created in 1992 to train Allied drivers to be the best in the industry. To ensure a consistent level of top-quality service and customer satisfaction, all Allied drivers learn standardized procedures through classroom simulation and hands-on training. Custom-designed classes develop professional drivers, utilizing the newest techniques in furniture handling and customer service.

Allied tracks its graduates' performance based on claim experience and the Quality of Service Audit (QSA), which rates drivers, loading and delivery crews, packers, sales representatives and even move coordinators to insure consistent, predictable service to our valued customers

Responsive Sales Professionals

Allied's sales and customer service representatives are members of Allied's Professional Sales Association (PSA). The mission of Allied's PSA is founded on education, values and recognition, to offer a quality-based environment for professional growth. Through PSA, professionals receive the proper tools and techniques to be most responsive to a customer's needs.

Whether it's knowing how to estimate costs accurately, discussing valuation needs, or helping customers over relocation concerns, Allied's sales and customer service professionals improve their skills through seminars and annual conferences, interactive training via an exclusive intranet, and sponsored industry certification classes.

When your employees are counseled by Allied representatives, they are guided by the most knowledgeable experts in the industry.

Innovative Claims Prevention

With customer satisfaction a top priority, Allied takes proactive efforts to prevent damage from happening. Allied pioneered "stretch-wrap," a heavy gauge plastic sheeting that protects upholstered and leather furniture from soilage, rips and stains. Its success has virtually eliminated the most commonly filed damage claim in the industry. Stretch-wrap is a standard procedure for Allied trained professionals, as well as the carpet cover. Allied's movers simply unroll an adhesive backed carpet protector over a customer's carpet, protecting it against dirt and grime.

Every year, Allied reviews the frequency of claims per each item, and then selects the top claim culprits. Through careful studies, Allied creates innovative ways to prevent these concerns. The results have made major improvements in customer satisfaction and have had a significant impact on Allied's claims reductions.

In the unlikely event that damage does occur, Allied makes the process of resolving claims easy through quick claim filing. Customers can easily file claims on-line or request a paper copy of a claim form that will be sent via mail.