“It” is the “award of awards” in our business—the Milt Hill Quality Award. In November, Atlas recognized our Pittsburgh movers again (fourteen years straight) for an outstanding commitment to quality. It was also the first time our Cleveland moving company location received the award. (Were it not for the volume threshold, which applies to each Atlas location individually, our Cleveland movers would already be multiple award winners).
The Milt Hill Award examines our business performance from every angle. It looks at how well we use technology. Whether our people wear uniforms. The certifications and background checks of employees.
Both Weleski locations exceeded the standard for every measure. But our scores in four areas are most telling:
1. Customer Satisfaction. Upon the completion of each move, the customer is asked to rate their satisfaction (from 1 to 5) with the services they received from the Atlas agents involved in booking, packing, and hauling. The Atlas standard is 4.10. We earned 4.57 (Pittsburgh) and 4.40 (Cleveland).
2. Hauling Claims Ratio. This number represents the amount of dollars paid in claims as a percent of revenue. (The lower the number, the better.) The Atlas standard is 3.50. We scored 1.31 (Pittsburgh) and 2.46 (Cleveland). These figures attest to our extraordinary care in handling customers’ goods. They also support the strong financial performance for our company.
3. Professional Van Operator Rating. This may be the single most difficult metric to achieve, simply because customers are much more likely to send in a survey when they have a complaint. (Completing and returning surveys is strictly voluntary.) The Atlas standard is 4.50. We earned a 4.61 (Pittsburgh) and a perfect 5.00 (Cleveland).
4. Would You Use Weleski Again? This is perhaps the most telling statistic of all. The standard is 90 percent “yes.” We scored 90.78 in Pittsburgh and 100 in Cleveland—another perfect score!
As mentioned in a 2014 post, we see this award as a priority because it measures all the things that go into creating a great customer experience. Now that we’ve broken the ice with the first win for our Cleveland operations, we fully intend to keep our string of Milt Hill Quality awards uninterrupted at both locations. It’s a reason to believe that wherever you’re coming from or going to, you’ll get excellent service with Weleski on your next move.