The Satisfaction score is made up of:
The advice and information was helpful and all correspondence was easy to understand
The firm took care in packing and handling our property
Our property was collected and delivered as agreed
The staff were presentable punctual and polite
The firm's charges are reasonable for the work involved
The Standards score shows how far customers agree that the firm followed best practice:
Before the move, did they:
Explain their membership of any professional body and their Code of Practice?
Give you a clear description, price and timetable for the work to be carried out?
Explain your insurance or other protection options?
Make you aware of the procedure for making claims and to whom complaints should be referred?
Offer you a guarantee to protect any payments you make before the move?
Did they draw your particular attention to the contract terms relating to:
a). Liability for loss or damage?
b). Time limits for making claims?
c). Cancellation / postponement rights and charges?