The Stevens standard for quality is higher than most, but that’s what it takes to provide our customers with a stress-free move. Not surprisingly, our customer satisfaction ratings are high, and every day we’re innovating new ways to ensure the quality of our services. Find a local agent today to get started.
Constant Improvement Driven By Data
To make sure we’re keeping the quality of our services high, we track and measure as much data as possible. This helps us keep costs down, by gathering data and learning how to be more efficient.
Some of the data we track and quantify includes:
- Packing claim frequency
- Packing claim dollar average
- Hauling claim frequency
- Hauling claim dollar average
- Warehouse claim frequency
- Warehouse claim dollar average
- Safety points
- Weight estimate accuracy
- Several other key metrics based upon customer feedback, including Net Promoter Score (NPS®)
Even more important? The feedback we hear from our customers—it’s one of our primary means of improving and keeping our commitment to quality.
A Commitment to Customer Experience Excellence
Stevens takes care of our customers throughout the moving process, from packing and shipping to storage and unloading. But creating loyal, happy customers also means ensuring the safety and security of their belongings and running careful background checks on all of our employees. It’s all part of ensuring that your move is a successful one.
For more than 25 years, Stevens has collected customer feedback. In recent months, we have focused energy on enhancing the customer experience.
Since 2014, the van line has been involved with Loyalty360, the unbiased, objective, and market-driven group that seeks to enable and encourage dialogue on customer loyalty among industry leaders, Stevens has been a member of the organization since 2016, solidifying the van line’s mission of putting the customer first.
In 2019, Stevens won first prize in the association for customer loyalty’s Employee Engagement category and Best in Class for continued commitment to promote customer loyalty through an employee focus. In 2020, the van line was presented the Margit Novack Award for Excellence in Senior Move Management by the National Association of Senior Move Managers (NASMM).
These achievements illustrate the significant focus Stevens has on our customers. Your opinions drive our business strategies as well as our daily decisions and are used to recognize and reward our highest-performing employees. What this means to you is confidence in knowing a professional, reliable team is listening to your feedback and is dedicated to making your move a positive one. No other van line group is making the strides towards having truly loyal customers like Stevens Worldwide Van Lines.
Find out more about why our customers choose Stevens or hear firsthand what they have to say about our service. Other great resources include our FAQ page, our page on our valuation and protection program, and our page explaining liability and replacement.