Andy Kroll, Regional Vice President for North American Van Lines (NAVL), stopped by the E.E. Ward Moving & Storage Co. offices to congratulate its agent for achieving an excellent customer satisfaction rating for the past 12 months. The recognition is based upon an independent survey organization hired by NAVL to evaluate its agencies. The E.E. Ward staff and crew take customer service very seriously, continuously measuring and evaluating processes and procedures to ensure they deliver the promised services.
All of us at E.E. Ward Moving and Storage Co. are trustees of a tradition established when our company was founded in 1881. It is our responsibility to uphold and build on this heritage by providing our customers with an unmatched sense of comfort and security when relocating and storing their possessions.
E.E. Ward Moving and Storage Co. and its employees continually strive to increase the level of quality and service provided to local and national customers. The Ward standard is excellence, we accept nothing less.
Provide services as promised
Provide services to meet the customer needs
Provide services with safety and respect
Provide services worthy of a referral
E.E. Ward’s Core Values are used as a benchmark to guide the business in the right direction. Because these values are highly regarded, they are the basis for its “5 Star Program” and monthly customer surveys.
When conducting post-move customer surveys, E.E. Ward’s commitment to its values is evaluated. Each value is turned into a question to determine how well the company adheres to its beliefs. The results of the surveys are then shared with employees during staff meetings to highlight the areas where they excelled, and strategically plan ways to improve the areas where service has fallen below expectations.
As noted by Dan Robertson, Vice President and General Manager for NAVL, E.E. Ward’s support of continuous improvements enhances customer service quality throughout the NAVL network.