PART A
During the year the total number of household goods shipments
(1st proviso) delivered for each type of customer was:
|
| 1. COD shipments delivered under your common carrier authority (excluding all government, freight forwarder, and interline shipments) |
6,396
|
| 2. Shipments delivered under contract carriage agreements (national accounts) |
8,878
|
| 3. All other 1st proviso shipments (including all government, freight forwarder and interline shipments) |
12,371
|
| 4. Total of lines 1, 2 and 3 |
27,645
|
PART B
The questions and answers below deal only with shipments
reported in Part A, Line 1.
|
| 5. Number of private residential shipments where the final charges were based upon a written binding estimate |
1,206 (19%)
|
| 6. Number of private residential shipments where the charges were based on an Arpin AccuQuote |
2,284 (36%)
|
| 7. Number of private residential shipments where the charges were based on a written non-binding estimate |
2,906 (45%)
|
| 8. Total of Lines 5, 6 and 7 |
6,396
|
| 9. Percent of shipments delivered where the final charges exceeded the initial written binding estimate* |
2.9%
|
| 10. Percentage of shipments delivered where the final charges exceeded the initial non-binding estimate by 10% or more |
4.6%
|
The questions and answers below deal with the
shipments reported in Part A, Line 1 & 2.
|
| 11. Percentage of shipments delivered where there was a claim filed in any amount** |
7%
|
| 12. Percentage of shipments that were picked up after the last date for pickup listed on the order for service or bill of lading |
0.03%
|
| 13. Percentage of shipments that were delivered after the last date of delivery specified on the order for service or bill of lading |
0.59%
|
| 14. Average number of days required to settle a claim |
8
|
| 15. Percentage of claims that were resolved through the use of an arbitration program |
0%
|
| 16. Percentage of claims that were resolved after the carrier received a legal notice of a lawsuit filed by the customer. |
0%
|
* Due to customer's request for additional services after the estimate was performed, or unforeseen delivery conditions at destination requiring additional services such as stair carries, long carries, shuttle services or elevator transport.
|
|
** According to figures supplied by the American Movers Conference, the national average is 22%
|
Annual performance report statistics