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J.D. Power and Associates Reports: Global Van Lines, Mayflower Transit and Two Men and a Truck Rank Highest in Customer Satisfaction With Full-Service Moving Companies

September 25, 2007

WESTLAKE VILLAGE, Calif., Sept. 25 /PRNewswire/ — Global Van Lines ranks highest for long distance moves, while Mayflower Transit ranks highest for local moves in the Northeast, South and West regions and Two Men and a Truck ranks highest for local moves in the Midwest region, according to the J.D. Power and Associates 2007 Full-Service Moving Company Customer Satisfaction Study(SM) released today.

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The inaugural study is based on evaluations from consumers who used a full-service moving company for residential long-distance (more than 50 miles) or local (50 miles or less) moves in the United States. Customer satisfaction with full-service moving companies is measured across seven factors: transportation of belongings; loading service; unloading service; optional coverage; estimate process; packing service; and insurance/damage claims.

The study finds that while 77 percent of local move customers report receiving their belongings on-time and without damage, this figure decreases to only 55 percent among long-distance move customers. In addition, claim settlement does little to improve satisfaction levels among customers whose possessions are lost or damaged. When customers report that a moving company provides reimbursement that is equal to or greater than the perceived value of damaged or lost items, satisfaction decreases from an average of 812 among customers who report no loss or damage to their belongings to an average of 701 — a decrease of 111 points. Furthermore, when customers report that the reimbursement they received from their claim settlement is less than the perceived value of their lost or damaged items, satisfaction drops an additional 151 points to an average of 550.

“It is important for moving companies to realize that there is very little opportunity to recover if customers are dissatisfied because of damage or loss to their belongings,” said Michael Drago, senior account manager for the real estate and construction industries practice at J.D. Power and Associates. “Moving is already a very stressful process, and even if moving companies are generous in providing monetary reimbursement for claims, in the customer’s mind, the settlement may not fully compensate for the loss and inconvenience they incurred.”

Long-Distance Segment

Global Van Lines ranks highest in the Long-Distance Segment with a score of 774, performing particularly well in loading service, packing service, and optional coverage. Atlas Van Lines and Graebel Van Lines follow with scores of 767 and 760, respectively. Atlas Van Lines performs well in estimate process and transportation of belongings, while Graebel Van Lines performs particularly well in insurance/damage claims and unloading service.

Midwest Region

Two Men and a Truck ranks highest in the Midwest Region, achieving a score of 815 and performing particularly well in five of the seven factors: insurance/damage claims; loading service; packing service, transportation of belongings; and unloading service. Also ranking above the segment average is United Van Lines, which performs well in estimate process.

Northeast Region

In the Northeast Region, Mayflower Transit ranks highest in customer satisfaction with a score of 804, performing particularly well in estimate process; loading service; transportation of belongings; and unloading service. Following Mayflower Transit are Allied Van Lines (783)– performing well in insurance/damage claims and optional coverage — and United Van Lines (777).

South Region

Mayflower Transit ranks highest in the South Region, achieving a score of 791 and performing particularly well in estimate process, optional coverage and packing service. Atlas Van Lines and United Van Lines follow with scores of 787 and 782, respectively. Atlas Van Lines performs particularly well in insurance/damage claims; loading service; and unloading service, while United Van Lines performs well in transportation of belongings.

West Region

Mayflower Transit ranks highest in customer satisfaction in the West Region with a score of 788, performing particularly well in five of the seven factors: estimate process; loading service; optional coverage; transportation of belongings; and unloading service. Following Mayflower Transit are Two Men and a Truck with a score of 774 and United Van Lines with a score of 771. Two Men and a Truck performs particularly well in insurance damage/claims and packing service.

   The study results include the following key findings:   -- Consumers who are employed by the military and government report      satisfaction scores that are considerably lower than those of non-      military consumers. For long-distance moves, overall satisfaction      scores average 756 points for civilians, compared with 717 points for      military/government employees. With local moves, satisfaction averages      780 points for civilians, compared with 743 for military/government      personnel.   -- Approximately 61 percent of long-distance move customers opted to have      their belongings packed by their moving company, while only 30 percent      of local move customers did the same.   -- When shopping for a moving company, 52 percent of long-distance move      customers and 46 percent of local move customers perform research on      the Internet. In addition to visiting Web sites for full-service moving      companies, shoppers also visit moving resource sites and Web sites for      partial- and self-service moving companies, such as portable      self-storage and rental truck firms.    

The 2007 Full-Service Moving Company Customer Satisfaction Study is based on responses from 7,000 customers who used a full-service moving company in the past 18 months. The study was fielded from April to July 2007.

About J.D. Power and Associates

Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing information services firm operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies

Founded in 1888, The McGraw-Hill Companies is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor’s, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2006 were $6.3 billion. Additional information is available at http://www.mcgraw-hill.com/.

   Customer Satisfaction Index Ranking   Long-Distance Segment   (More than 50 Miles)   (Based on a 1,000-point scale)   Global Van Lines     774   Atlas Van Lines      767   Graebel Van Lines    760   Two Men and a Truck  760   United Van Lines     757   Long-Distance Segment Average  751   North American Van Lines  750   Mayflower Transit    744   Allied Van Lines     741   Wheaton Van Lines    731   National Van Lines   723   Bekins Van Lines     722    Customer Satisfaction Index Ranking   Local Moves   (50 Miles or Less)   Midwest Region   (Based on a 1,000-point scale)   Two Men and a Truck  815   United Van Lines     806   Midwest Region Segment Average 803   Allied Van Lines     796   Mayflower Transit    787   Midwest Region includes: Illinois, Indiana, Iowa, Kansas, Michigan,    Minnesota, Missouri, Nebraska, North Dakota, Ohio, South Dakota and    Wisconsin    Customer Satisfaction Index Ranking   Local Moves   (50 Miles or Less)   Northeast Region   (Based on a 1,000-point scale)   Mayflower Transit    804   Allied Van Lines     783   United Van Lines     777   Atlas Van Lines      773   Northeast Region Segment Average    773   Two Men and a Truck  727   Northeast Region includes: Connecticut, Maine, Massachusetts, New    Hampshire, New Jersey, New York, Pennsylvania, Rhode Island and Vermont.    Customer Satisfaction Index Ranking   Local Moves (50 Miles or Less)   South Region   (Based on a 1,000-point scale)   Mayflower Transit    791   Atlas Van Lines      787   United Van Lines     782   South Region Segment Average   775   Allied Van Lines     771   Two Men and a Truck  761   South Region includes: Alabama, Arkansas, Delaware, District of Columbia,    Florida, Georgia, Kentucky, Louisiana, Maryland, Mississippi, North    Carolina, Oklahoma, South Carolina, Tennessee, Texas, Virginia and West    Virginia.    Customer Satisfaction Index Ranking   Local Moves (50 Miles or Less)   West Region   (Based on a 1,000-point scale)   Mayflower Transit    788   Two Men and a Truck  774   United Van Lines     771   Allied Van Lines     769   West Region Segment Average    764   Starving Students    715   West Region includes: Alaska, Arizona, California, Colorado, Hawaii, Idaho,    Montana, Nevada, New Mexico, Oregon, Utah, Washington and Wyoming.   

No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. http://www.jdpower.com/corporate

   J.D. Power and Associates Media Relations Contacts:   John Tews                            Syvetril Perryman   Troy, Mich.                          Westlake Village, Calif.   (248) 312-4119                       (805) 418-8103   john.tews@jdpa.com                   syvetril.perryman@jdpa.com  

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J.D. Power and Associates

CONTACT: John Tews, +1-248-312-4119, john.tews@jdpa.com or SyvetrilPerryman, +1-805-418-8103, syvetril.perryman@jdpa.com, both of J.D. Power andAssociates

Web site: http://www.jdpower.com/




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