Since United Van Lines introduced its quality focus, it has become the nation's largest household goods moving company.

The quality service we provide is a five step process working together to achieve continuous improvement. This allows us to anticipate and respond to our customers needs.

Step One: Customer Service Pledge

The first step to quality is to define what the customer can and should expect during the move…and to meet and whenever and wherever possible, exceed those expectations.

"Our goal is to maintain lasting relationships by providing outstanding service every time; satisfying the consumer, no matter how great the challenge; honoring all service commitments; employing skilled professionals who, if a problem arises, will make things right, right away—In short, by proving United agents are the world's finest mover as measured by our most demanding critics—Our customers."

Step Two: Standards of Improvement…

…specifying what is expected of the service provider in order to achieve the high level of customer satisfaction defined in our Customer Service Pledge.

The Standards of Performance address every step in the move process and are based on years of research, as well as, input from agency personnel, van operators, United World Headquarters staff members…and, of course, our customers.

Step Three: Measurement

United uses written customer surveys to determine how well we measure up to our Standards of Performance. Each year, more than 75,000 customers are asked to evaluate the services they received.

These surveys are so comprehensive that they can trace services problems or exceptional performance to the individual employee…making the measurements an outstanding management tool.

Step Four: Training and Development

No matter how well you know your job, no matter how long you have been with a company, everyone can improve, learn and progress.

United Van Lines offers one of the most extensive arrays of professional training and development programs in the household goods moving industry.

A cornerstone of the Quality Service Process curriculum is "Quality Labor Certification. The focus of the certification process is to teach proven standardized techniques for safely packing and loading customers' possessions. To become certified, each mover must demonstrate the mastery of 160 skills and competencies associated with the move process. O'Neil has authorized "Coaches" to ensure that the learned skills are maintained and enhanced.

Step Five: Reward and Recognition

The "payoff" of the Quality Service process takes many forms—in the satisfaction of a job well done, the compliments of fellow agents and customers, the opportunity to serve the customer again in the future and the professional and community recognition.

As an agent for United Van Lines, O'Neil Relocation is vying for the Customer Choice Award and the President's Quality Award. The awards salute the "best of the best" among all United Van Lines agency representative.

WHAT DOES THIS COMMITMENT TO QUALITY MEAN TO YOU?

It means that your shipment will receive uniformly top quality service from start to finish from professionals who know what is expected of them and how to exceed your expectations.

It means that O'Neil Relocation/United Van Lines leaves nothing to chance and nothing to amateurs. The business of moving is our only business. We are committed to delivering service.

It means we want to be your moving partner today, tomorrow, or whenever you need us. We will prove our commitment to quality service, move after move.