21ST Annual Trippel Survey * Trippel Survey and Research ... · July 2015. Report and marketing license purchased by Budd Van Line 2 ... Weichert Workforce Mobility and PLUS Relocation

21ST Annual Trippel Survey * Trippel Survey and Research, LLC. July 2015

SURVEYBudd Van Lines:Highest NetSatisfaction &America’s Top RatedIndependent Carrier

Plus Ratings ofRelocation Management FirmsMortgage ProvidersTemp Housing Services

Survey ResultsFeedback from over 6,400 EE’s104 Corporations represented

Report and marketing license purchased by Budd Van Line 1

Twenty-first Annual

Nationwide Relocating Employee Survey©

Results for 2015

Report and marketing license purchased byBudd Van Lines

Prepared for:Mr. Gary Grund

July 2015


BACKGROUND INFORMATIONThe 21st annual Nationwide Relocating Employee Survey © was conducted throughout a six month periodending June 30, 2015. The overall purpose of this annual survey is to collect and report objective, unbiasedevaluations from transferees or assignees moving within the USA regarding their level of satisfaction withrelocation service providers.

Surveying for the Nationwide Relocating Employee Survey© seeks opinions of US domestic relocatedemployees (transfers or assignments) via telephone or the Internet. The data is collected from (a) relocatedemployees representing clients of Trippel Survey & Research, LLC as part of the ongoing survey relationships,and (b) one-time, no-cost transferee surveys conducted for corporate relocation managers primarily for thepurpose of this annual research.

A standard set of questions is asked of all transferees/assignees regarding satisfaction with each of thesuppliers used in the individual’s transfer. The core question is “Evaluate your overall level of servicesatisfaction with [supplier’s name] performance?” A ten-point scale is used where 10 is the highest score ofsatisfaction, 1 is the lowest score.

The sampling population provided by corporate managers does not distinguish between homeowner or renter,permanent transfer versus domestic assignment, the nature of relocation benefits provided to the individual (i.e.full range of benefits versus limited “lump sum only” benefit package) or demographic consideration.

Supplier performance is evaluated using two metrics: average score and net satisfaction. Average satisfactionis a mean score not weighted by sample size. Net satisfaction is a measurement commonly used in qualitativesurveys measuring the difference between the two top scores of 10 or 9 and bottom six scores of 1 through 6.

Many corporations, as part of an ongoing survey relationship with Trippel Survey & Research LLC, requestadditional questions of their employees. The responses to those company-specific questions are confidential tothose companies and not included in this report. Companies participating in the one-time special surveyengagement also provided company-specific questions for which only they receive the responses. This reportcontains the evaluations to generic questions covering four industries: relocation management services,household goods services, mortgage services and corporate temporary living services. Spouse-partner-familyservices were excluded this year due to the significant consolidation of the industry the past 2-3 years.

The survey period accumulated opinions from 6,418 transferees representing 104 corporations or non-profitorganizations. The total transferee participation rate and contributing corporations is lower than the 2014survey. There is a small margin of sampling error in all service categories for many suppliers due to low samplesize.

MARKETING LICENSE

The report and information therein is the property of Trippel Survey & Research, LLC. Budd Van Lines(Budd) purchased a marketing license permitting Budd use of the data and report for internal and externalmarketing and communication to prospects and clients for a period of one year within the terms and conditionsof the marketing license.

All material contained herein is copyright © 2015 by Trippel Survey & Research, LLC. All Rights Reserved.Corporate relocation managers or service providers may purchase a copy of the report by submitting a writtenrequest to Trippel Survey & Research, LLC at [email protected] or calling 501-922-4000.


TABLE OF CONTENTS

TOPIC PAGEExecutive Summary 3

Summary of industry performance results 4

Performance of service firms, by industry:Household Goods 5Relocation Management Company 7Relocation Mortgage 9Temporary Housing 10

EXECUTIVE SUMMARY

1. Over 6400 transferee or assignee evaluations are recorded in this survey.2. The mix of corporations participating this year is different than last year. More low-volume corporations

submitting names for the no-cost employee surveying participated this year while complemented with afew corporations with large US Domestic volume of transfers and assignments.

3. Analysis of the data indicates:a. Renters are less satisfied than homeowners with service providers’ performance,b. Transferees provided a lump sum with limited supplier services are, this year, equally satisfied

equally satisfied with the transfer experience as are transferees’ experience obtaining directedsupplier services,

c. Employees, regardless of demographic profile, give slightly higher scores to “satisfaction withbenefits provided” versus “satisfaction with external service providers,”

d. New Hires transferred and Current Employees transferred are equally satisfied withperformance of service suppliers.

4. Two of four industries evaluated by transferees showed an improvement in transferee satisfaction fromlast year. The industries improving performance are relocation mortgage and corporate temporaryhousing.

5. The service firms listed in various tables in the report met two criteria: 100 or more transfereesevaluated the suppliers’ performance and those transferees represent 5 or more corporations. Anysupplier not meeting both conditions is included in “Other suppliers” metrics.

6. In the Household Goods category Atlas, Budd and Allied earned high evaluation scores.7. In the Relocation Management Services category the highest transferee satisfaction scores were

earned by Cornerstone, N E I, Weichert Workforce Mobility and PLUS Relocation.8. In the Relocation Mortgage category high transferee satisfaction scores were earned by Quicken Loans,

CitiMortgage and Chase.9. In the Corporate Temporary Housing industry high transferee satisfaction scores were earned by

SuiteAmerica, National Corporate Housing and Oakwood Worldwide.


SUMMARY OF SURVEY RESULTS – INDUSTRIES’ OVERVIEW

TRANSFEREE & ASSIGNEE SATISFACTIONThe following chart shows the four surveyed relocation service categories, the number of evaluations received,average score and the percentage of top block, bottom block and the net satisfaction. Please note, this surveydropped “spouse-partner-family” services due to the small number of competitors.

Number Average Top Bottom NetIndustry Evaluations Score Block Block Satisfaction

Household Goods 6284 8.44 54% 3% 50%Relocation Mgmt. Companies 5573 8.48 53% 3% 51%Mortgage Companies 4187 8.65 60% 2% 58%Temporary Housing 4860 8.45 53% 3% 50%

Among all transferred employees the four industries are providing satisfying services. No industry achievedexcellence; defined as average of 8.5 or higher with net satisfaction of 60% or higher.

CHANGES IN CUSTOMER SATISFACTION OVER RECENT YEARSThe transferee average satisfaction scores during the recent eight-year period show moderate volatility as thechart below demonstrates. Two industries improved performance from last year: relocation mortgage andcorporate temporary housing. During the recent years the relocation mortgage industry has demonstratedconsistent levels of increased customer satisfaction. Net satisfaction percentages show the same trend.


1. HOUSEHOLD GOODS SHIPMENTHousehold Goods firms shown below are, arguably, the largest firms network/system and independent providersin this relocation service category. Each listed firm was evaluated by 100 or more transferees or assigneesrepresenting a minimum of 5 corporations. Many transferee/assignee evaluations representing smaller HHGcarriers are included in Others not listed category due to small sample sizes. Survey respondents include anytransferred employee or assignee serviced by the supplier regardless of load size, relocation benefits receivedor time of the year the move was processed.

Scores > Total Aver. Top Bottom Net1 2 3 4 5 6 7 8 9 10 Surveys Score Block % Block % Satis. %

Allied Worldwide 8 3 7 3 103 171 216 143 654 8.46 55% 3% 52%Arpin Van Lines 5 1 5 2 25 43 70 31 182 8.26 55% 7% 48%Atlas Van Lines 11 5 1 10 6 113 164 259 212 781 8.53 60% 4% 56%Budd Van Lines 5 2 1 53 75 113 72 321 8.50 58% 2% 55%Graebel Company 9 1 3 1 75 116 157 79 441 8.36 54% 3% 50%Mayflower 6 2 6 1 52 65 60 48 240 8.13 45% 6% 39%New World Van Lines 6 4 64 103 93 87 357 8.42 50% 3% 48%NorthAmerican 5 2 5 1 69 103 109 90 384 8.41 52% 3% 48%United Van Lines 15 1 1 20 2 197 360 354 279 1229 8.44 52% 3% 48%Wheaton Van Lines 4 5 1 10 34 51 22 127 8.31 57% 8% 50%Others not listed 12 3 1 23 3 233 465 451 377 1568 8.50 53% 3% 50%

HHG INDUSTRY> 86 18 3 0 90 21 994 1699 1933 1440 6284 8.44 54% 3% 50%AVERAGE SCORE 8.44

TOP BLOCK 54%BOTTOM BLOCK 3%

NET SATISFACTION 50%

The industry earned an average score of 8.44 from transferees/assignees and net satisfaction of 50%. Bothmetrics are lower than the 2014 survey.

The three highest transferee satisfaction metrics were earned by: Atlas, Budd and Allied. No service suppliersearned higher average scores this year compared to last year.

The following chart segregates the agent-franchise/systems carriers from the independent carriers. Each sub-category is shown in descending order by average score.


FRANCHISE-SYSTEMSAtlas Van Lines 11 5 1 0 10 6 113 164 259 212 781 8.53 60% 4% 56%Allied Worldwide 8 3 0 0 7 3 103 171 216 143 654 8.46 55% 3% 52%United Van Lines 15 1 1 0 20 2 197 360 354 279 1229 8.44 52% 3% 48%NorthAmerican 5 2 0 0 5 1 69 103 109 90 384 8.41 52% 3% 48%Wheaton Van Lines 4 0 0 0 5 1 10 34 51 22 127 8.31 57% 8% 50%Arpin Van Lines 5 1 0 0 5 2 25 43 70 31 182 8.26 55% 7% 48%Mayflower 6 2 0 0 6 1 52 65 60 48 240 8.13 45% 6% 39%

INDEPENDENTSBudd Van Lines 5 0 0 0 2 1 53 75 113 72 321 8.50 58% 2% 55%


New World Van Lines 6 0 0 0 4 0 64 103 93 87 357 8.42 50% 3% 48%Graebel Company 9 1 0 0 3 1 75 116 157 79 441 8.36 54% 3% 50%

Among the franchise-systems organizations, Atlas Van Lines earned the highest average scores and netsatisfaction followed by Allied. Among the independent organizations, Budd earned the highest metrics.

A noticeable trend over a few years, demonstrated in the graph below, is the continuing narrowing gap betweenhighest-to-lowest transferee satisfaction scores. This indicates there is less competitive differentiation from theviewpoint of transferee satisfaction.

The chart below shows the industry average score change year-to-year. Over the 9-year period the trendshows mild volatility accompanied with slow, moderate improvement in customer satisfaction.


2. RELOCATION MANAGEMENT COMPANIES (RMC)Each RMC listed was evaluated by 100 or more transferees or assignees representing a minimum of 5corporations; RMC firms evaluated by fewer than 100 surveys are combined in Others not listed. Customersinclude any domestic transferee or assignee regardless of homeowner and renter status, new hire versusexisting employee and regardless of policy received from the employer (i.e. lump sum versus full servicepackage).

Scores> Total Aver. Top Bottom Net1 2 3 4 5 6 7 8 9 10 Surveys Score Block % Block % Satis. %

AIReS 3 2 1 22 54 63 29 174 8.40 53% 3% 49%Altair Global Relo. 2 4 1 68 110 86 92 363 8.48 49% 2% 47%Brookfield GRS 4 2 6 72 128 147 97 456 8.46 54% 3% 51%Cartus 16 2 17 3 283 422 459 377 1579 8.47 53% 2% 51%Cornerstone Relo. Group 2 1 17 46 31 38 135 8.54 51% 2% 49%Graebel Relocation Srvc. 4 3 23 56 62 37 185 8.41 54% 4% 50%Lexicon Relo. Srvc. 2 2 24 38 38 28 132 8.38 50% 3% 47%MSI 1 3 1 21 50 42 27 145 8.39 48% 3% 44%NEI Global Relo. 2 1 3 19 47 62 39 173 8.53 58% 3% 55%PLUS Relocation Srvc. 3 2 19 47 59 32 162 8.48 56% 3% 53%SIRVA Relocation 4 1 6 2 86 166 168 125 558 8.50 53% 2% 50%TheMIGroup 1 1 24 43 41 27 137 8.45 50% 1% 48%Weichert Workforce Mobility 3 1 4 1 83 132 151 109 484 8.51 54% 2% 52%Others not listed 10 1 1 11 2 111 253 296 205 890 8.54 56% 3% 53%

R.M.C. INDUSTRY> 56 8 0 2 65 11 872 1592 1705 1262 5573 8.48 53% 3% 51%AVERAGE SCORE 8.48



The industry earned an average score of 8.48 from domestic and net satisfaction of 51%. Both metrics are inthe same range as the 2014 survey results.

The highest average scores were earned by: Cornerstone, NEI and Weichert. The highest net satisfactionpercentages were earned by: NEI, PLUS and Weichert.

Using two metrics evaluating performance is better than relying on a single metric. Notice how the two metricsreveal different rankings: PLUS Relocation, for example, earned an average score at the industry-wide levelwhereas the company’s net satisfaction score was second best in the industry.

Among the firms listed it the 2014 survey five service providers realized improved customer average scorescompared to last year (alphabetical order): Brookfield, Cartus, Graebel, SIRVA and PLUS.

Newcomers to the listing of service firms are: Cornerstone, Lexicon, MSI and TheMIGroup.

The following chart – next page – shows the same service providers segregated by corporate sample sizes.


Scores> Total Aver. Top Bottom Net

1 2 3 4 5 6 7 8 9 10 Surveys Score Block % Block% Satis. %

Large-size suppliers (sampling from 10 to more corporations)Weichert Workforce Mobility 3 1 4 1 83 132 151 109 484 8.51 54% 2% 52%SIRVA Relocation 4 1 6 2 86 166 168 125 558 8.50 53% 2% 50%Altair Global Relo. 2 4 1 68 110 86 92 363 8.48 49% 2% 47%Cartus 16 2 17 3 283 422 459 377 1579 8.47 53% 2% 51%Brookfield GRS 7 3 1 1 8 2 161 242 254 177 856 8.40 50% 3% 48%

Mid-Size suppliers (sampling from 5 to 9 corporations)Cornerstone Relo. Group 2 1 17 46 31 38 135 8.54 51% 2% 49%NEI Global Relo. 2 1 3 19 47 62 39 173 8.53 58% 3% 55%PLUS Relocation Srvc. 3 2 19 47 59 32 162 8.48 56% 3% 53%TheMIGroup 1 1 24 43 41 27 137 8.45 50% 1% 48%Graebel Relocation Srvc. 4 3 23 56 62 37 185 8.41 54% 4% 50%AIReS 3 2 1 22 54 63 29 174 8.40 53% 3% 49%MSI 1 3 1 21 50 42 27 145 8.39 48% 3% 44%Lexicon Relo. Srvc. 2 2 24 38 38 28 132 8.38 50% 3% 47%

Notice both sample size groups has similar variance between the highest average score and lowest –approximately 0.10 to 0.16 points. This indicates minimal differentiation on “customer satisfaction” betweenmany of the service firms.

The chart below shows the change in industry’s average score over the last 9 years indicating steadyimprovements from the low point in 2010 in customer satisfaction most of the last 5 years.


3. RELOCATION MORTGAGE PROVIDERSEach mortgage supplier listed was evaluated by 100 or more transferees representing a minimum of 5corporations while other mortgage providers with lower sampling volumes are combined in Others not listed.

Scores > Total Average Top Bottom Net1 2 3 4 5 6 7 8 9 10 Surveys Score Block % Block % Satis. %

Bank of America 3 3 16 32 54 43 151 8.62 64% 4% 60%Cartus Home Loan 2 2 3 55 89 117 95 363 8.60 58% 2% 56%Chase Mortgage 3 1 3 28 60 92 77 264 8.69 64% 3% 61%CitiMortgage 1 3 1 114 156 207 199 681 8.69 60% 1% 59%Premia Relocation Mort. 1 3 1 24 51 71 55 206 8.67 61% 2% 59%Quicken Loans 2 2 27 61 102 71 265 8.74 65% 2% 64%SIRVA Mortgage 1 1 1 32 70 87 64 256 8.67 59% 1% 58%US Bancorp 2 1 11 24 54 26 118 8.66 68% 3% 65%Weichert Financial 2 1 3 2 27 66 78 39 218 8.44 54% 4% 50%Wells Fargo Home Loan 7 2 1 8 4 171 309 406 357 1265 8.67 60% 2% 59%Others not listed 3 1 5 63 121 96 111 400 8.53 52% 2% 50%

MORTGAGEINDUSTRY> 27 7 1 0 35 9 568 1039 1364 1137 4187 8.65 60% 2% 58%

AVERAGE SCORE 8.65TOP BLOCK 60%

BOTTOM BLOCK 2%NET SATISFACTION 58%

The relocation mortgage industry category improved performance compared to last year’s survey. The averagescore increased to 8.65 from 8.55 while net satisfaction increased to 58% from 54%.

Among the listed mortgage firms the highest average scores and net satisfaction percentages were earned by:Quicken Loans, CitiMortgage and Chase Mortgage. Quicken Loans and Chase Mortgage earned excellentevaluations from transferees/assignees with average scores over 8.5 and net satisfaction over 60%.

Over the last four years the largest improvements in average score were recorded by Chase Mortgage andCitiMortgage.

Among the 3 mortgage providers aligned with RMCs Sirva Mortgage earned the highest scores.

The chart below shows the rebounding improvement in industry’s average score over recent years since thefinancial market collapse.

7.00

7.50

8.00

8.50

9.00

2006 2007 2008 2009 2010 2011 2012 2013 2014 2015

RELOCATION MORTGAGE


4. CORPORATE TEMPORARY HOUSING SERVICESThe service firms listed below provide corporate temporary housing services to the transferee/assignee andtheir family. Each listed supplier was evaluated by 100 or more transferees or assignees representing aminimum of 5 corporations while suppliers evaluated by a smaller sampling are included in Others not listed.

Individuals participating in this survey question include any domestic transferee or assignee regardless ofduration of the temporary housing stay, unit size or location, relocation package, homeowner status or numberof family members. Hotel-franchise chains are combined in one category: “Hotels & franchise chains.”


ABODA 2 2 17 33 32 29 115 8.46 53% 3% 50%BridgeStreet Global Hosp. 3 1 1 24 36 34 26 125 8.29 48% 4% 44%Churchill Corp. Housing 1 2 1 19 33 25 22 103 8.34 46% 4% 42%Hotels & franchise chains 35 11 42 13 214 427 428 381 1551 8.33 52% 7% 46%Korman Communities 2 1 15 25 22 19 84 8.44 49% 4% 45%National Corporate Housing 2 3 1 47 81 151 82 367 8.66 63% 2% 62%Nomad Temporary Housing 2 3 25 52 51 48 181 8.55 55% 3% 52%Oakwood Worldwide 6 2 8 2 165 273 372 299 1127 8.64 60% 2% 58%SuiteAmerica 1 1 18 39 51 38 148 8.68 60% 1% 59%Synergy Corp. Housing 2 1 1 17 39 27 17 104 8.20 42% 4% 38%Weichert Corporate Hsg. 1 1 1 54 74 72 36 239 8.31 45% 1% 44%Others not listed 6 1 1 5 2 175 193 182 151 716 8.33 47% 2% 44%

TEMP. HSG. INDUSTRY> 61 16 0 1 70 22 790 1305 1447 1148 4860 8.45 53% 3% 50%AVERAGE SCORE 8.45



The average score this year increased slightly to 8.45 and net satisfaction increased slightly to 50%.

The highest average scores given by transferees/assignees were earned by SuiteAmerica, National CorporateHousing and Oakwood Worldwide.

National Corporate Housing was the only industry supplier receiving an “excellence” rating from customersearning an average score of 8.66 and net satisfaction of 62%.

The following chart shows the multi-year trend for the industry indicating general improvement over the recentfive years compared to an earlier period.

Documents

21ST Annual Trippel Survey * Trippel Survey and Research ... · July 2015. Report and marketing license purchased by Budd Van Line 2 ... Weichert Workforce Mobility and PLUS Relocation