SIRVA is a leading provider of relocation solutions, providing services to a well-established and diverse customer base around the world, conducting more than 400,000 corporate, government and private relocations annually. The company operates in more than 40 countries with over 7,000 employees and an extensive network of agents and other service providers in over 175 countries. The company also provides a variety of services that support drivers, fleet owners, and van line agents. With such a diverse operations, they needed a mechanism for monitoring the quality of the services provided.
SIRVA turned to Direct Opinions to conduct comprehensive surveys with transferees to determine their level of satisfaction with each phase of the relocation process. The company utilizes the data to evaluate the performance of their Relocation Counselors, as well as strategic vendors such as Realtors, Appraisers, Mortgage Companies, and Moving Van Lines. In the spirit of open disclosure, they also share the survey results with their corporate clients to demonstrate superior satisfaction ratings and promote customer retention.