J.D. Power and Associates recently announced its list of top moving companies based on customer satisfaction.
Topping the list is Mayflower Transit, followed closely by Allied Van Lines.
In good news for the moving industry, J.D. Power said there was an increase in overall satisfaction from the major van line customers, saying there was "considerably" fewer reports of lost or damaged goods.
The rankings are based on evaluations by customers who used a full-service moving company in the past 12 months. The moving companies were graded across five major factors: loading and unloading; packing services; shipping estimate process; transportation of goods; and insurance/valuation coverage.
.D. Power says overall satisfaction with the moving companies averaged 804 on a 1,000-point scale in 2009, an increase of 16 points from 2008. Satisfaction was up from 2008 in all five areas that were studied. Also, the number of customers that reported lost or damaged goods has fallen to less than a third in 2009, compared with nearly half in 2008.
Following Mayflower and Allied in the survey were Two Men and Truck, North American Van Lines, Bekins Van Lines, United Van Lines, and Atlas Van Lines.
“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, who oversees 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.”
Other findings from J.D. Power:
• 59 days elapses between the day when a customer decides they are moving and the day their possessions are loaded into a moving van for moving day.
• For those 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% said the items damaged or lost were not valuable enough to bother with.