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Despite 'Exceptional Accomplishment,' Officials Say They Can - And Will - Do Even Better
Oak Brook, Ill. (April 5, 2005) - In the strongest sign yet that its unique approach to customer service is resonating with clients worldwide, GMAC Global Relocation Services announced today it has received a 97 percent customer-satisfaction rating. Company officials said it is their highest rating since they implemented the industry-leading Premier Service program three years ago.
An impressive 97 percent of GMAC Global Relocation Services' clients who participated in the company's survey rated the "value received" as excellent, very good or good, while international suppliers scored a perfect 100 percent customer satisfaction rating.
Equally as impressive, company officials said, is the fact that 97 percent of GMAC Global Relocation Services customers said they would recommend the company and provide a reference if asked.
"Achieving this level of unparalleled approval and satisfaction from our customers represents an exceptional accomplishment," said Rick Schwartz, president and CEO of GMAC Global Relocation Services.
"Since Premier Service was implemented, our goal has been to provide even higher levels of service year to year, so there is no question in our customers' minds that their well-being is at the heart of everything we do. These latest survey results - our best ever - show unequivocally that our commitment to Premier Service is resonating strongly with the people and companies we serve."
Introduced by GMAC Home Services - the parent company of GMAC Global Relocation Services - in 2002, Premier Service is widely acclaimed as the most comprehensive customer-service program in the real estate and relocation industries. Through the program, GMAC Global Relocation Services requires its consultants and suppliers to make a personal, signed commitment regarding specific, measurable standards of service, then asks each of its customers to honestly rate its performance.
Premier Service is based on the following six-step process:
For the first time, GMAC Global Relocation Services in 2004 included questions in the surveys about the value of services provided by its worldwide network of suppliers.
"Again, the feedback and ratings were phenomenal, and reaffirmed the intrinsic value of Premier Service: Our international suppliers received a 100 percent approval rating, while our domestic suppliers received a 96 percent rating," according to Schwartz.
But even with such high marks from customers, Schwartz stressed that GMAC Global Relocation Services is hoping to do even better in the next analysis of surveys completed in 2005.
"Positive evaluations are wonderful, but they do not mean our work is finished," he said. "One of the most important skills we offer our customers is a willingness to listen, and these surveys provide a wide range of valuable comments and suggestions. As a result of the feedback, in 2005 we will be launching exciting new technology initiatives that will enhance data reporting and analyses services. I'm confident of our clients' and their transferees/assignees' appreciation for our deep and continuing commitment to meeting their needs."
Separately, the company announced that there are less than 60 days left to participate in its Global Relocation Trends Survey, the industry's hallmark study for measuring trends in international mobility. Conducted in conjunction with the SHRM Global Forum and the National Foreign Trade Council (NFTC), this survey has uncovered trends in global relocation and assignment management since 1992. Organizations are welcome to participate in the 2005 Global Relocation Trends Survey by completing this year's survey online at www.gmacgrsglobalsurvey.com. The deadline for this opportunity, to include your organization's international mobility trends, is May 31, 2005.
About GMAC Global Relocation Services
GMAC Global Relocation Services, a subsidiary of GMAC Home Services, is a provider of global relocation and assignment management services. Headquartered in Oak Brook, Ill., GMAC Global Relocation Services provides customized services and maintains an extensive worldwide reach, with service centers and partner companies in more than 200 locations across 110 countries through its Global Relocation Partnership. More information on the company can be found at www.gmacglobalrelocation.com.