North American Van Lines measures the quality of every move so we can evaluate our service and make improvements as needed. By establishing a series of quality measures and programs, American ensures consistent, high-quality service throughout the moving process.
Our exclusive quality assurance programs include:
Performance Management Quality System
Inside Performance Measurement (iPM) allows us to evaluate how well our customers think we’re doing. An independent research firm surveys every customer to measure our performance in all phases of the move — from sales call through delivery. Based on the customer feedback, each agent and driver receives a performance rating; ratings are continually evaluated to encourage performance improvement.
Professional Driver Development Program
Before North American hires drivers, all candidates are thoroughly investigated. We perform full criminal background checks, drug and alcohol screenings, and road safety certifications. We believe that the drivers performing your move should not only meet, but should exceed, the Department of Transportation’s Federal Motor Carrier Safety Regulations.
Driver Quality Performance Rating
Our Quality Claims Ratio Program tracks each driver’s handling performance. Our goal is to help our drivers improve their driving techniques to ensure an optimal move. You benefit from the extra care your driver puts into the loading, transport and unloading of your belongings.