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Quality Counts at “The Liberty Group”

Quality Counts at “The Liberty Group”

You can count on The Liberty Group to deliver expert service for a stress-free move. Our strict Quality Service Process establishes standards and procedures that allow us to effectively provide services to meet your needs.

Customer Service Pledge

Simply put, Liberty’s Customer Service Pledge is a commitment of quality service to our customers. We want to create lasting relationships, which means we’re committed to delivering moving services that exceed your expectations. 

Standards of Performance

Moving can be a stressful time, that’s why The Liberty Group created a clear explanation of what you can expect during your move. Each of the Standards of Performance covers a certain service within the move process, including consultation, estimating, coordination, packing, loading, safety and delivery.

Measurement

At The Liberty Group we actively seek customer feedback with our Customer Survey. The Customer Survey asks customers to rate how their movers performed. With that information, The Liberty Group and United representatives identify individual areas of strength and opportunities for improvement.

Training and Development

The Liberty Group offers its service representatives comprehensive training and development opportunities through live workshops and online courses. 

Reward and Recognition

Every year, United awards representatives around the country, including The Liberty Group, with Customer Choice awards, and one United representative wins the President’s Quality award. These awards raise the bar for the entire United family, giving everyone new heights to aim for and achieve. 

Liberty’s five-step quality service process promotes continuous improvement to provide a moving experience that’s second to none. 

There’s moving and there’s moving with The Liberty Group.

 Standards of Performance

Overall Move Experience

Liberty Moving is committed to providing quality service throughout the entire move, so customers will recommend the company to their friends, family members and business associates, creating customer loyalty.

Consultation

The Liberty Group customers will receive clear and concise explanations of the moving services available and assistance in selecting services that best meet their needs.

Estimating/Surveying

The Liberty Group customers will receive a comprehensive assessment of their belongings. The assessment will be used to provide an accurate, written estimate that identifies the cost and services necessary to complete the move. 

Coordination

The Liberty Group customers will be contacted throughout the move with the purpose of coordinating the move details. They will be informed of changes, updated about the move’s progress and any questions that may arise will be answered. Coordination will also occur among agency representatives to maintain smooth service transitions throughout the move.

Packing

The Liberty Group customers will receive packing services by skilled and uniformed packing crews. Crews will arrive as scheduled to professionally pack the customers’ belongings and label cartons so that customers can easily unpack and organize their new home. 

Loading

The Liberty Group customers will receive loading services by a skilled and uniformed driver and crew. The driver and crew will arrive as scheduled to accurately inventory the customers’ belongings and take measures to protect the home and belongings throughout the loading process.

Safety

The Liberty Group customers will have their belongings transported by a skilled and uniformed driver who will abide by federal safety regulations and van line policies.

Delivery

The Liberty Group customers will receive delivery services by a skilled and uniformed driver and crew. The driver and crew will arrive as scheduled and give customers the opportunity to confirm the receipt and condition of their belongings. They will take measures to protect the home and belongings throughout the delivery process.

Claims Processing

In the event of a claim, The Liberty Group customers will experience a settlement process that is straightforward and easy to understand. The process will be explained and a timely resolution provided.

Compliance Measures

Customers have the right to expect that all United Van Line representatives will act professionally and abide by van line compliance policies.

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