Our Customers’ Success is the Best Measure of our Success

November 7, 2019 Bill Nemer

Excited boy

Mobility program leaders recently had the opportunity to rate their relocation management company (RMC) service providers – and indirectly their own Mobility programs. We were pleased to see our customers gave Graebel the highest average score for “Overall Satisfaction” received by any of the RMCs in our peer group – companies with $50 million or more in annual revenue.

Certainly these results are an affirmation of Graebel's service levels, but what we take away from the data is that our customers have exceptional mobility programs. 

In the Trippel Survey & Research 2019 Relocation Managers’ Survey© regarding U.S. domestic mobility service, Graebel’s customers not only were the most satisfied with their Mobility programs, they gave us the highest marks received by any of the large RMCs for:

  • Culture fit
  • Technology
  • Quality
  • Integrity (including “keeping commitments”)
  • Service recovery responsiveness

When I shared the results with Bill Graebel, he quickly zeroed in on the Integrity score and how it mirrored the long-time Graebel mantra of: Commitments Made. Commitments Kept.®

I wasn’t all that surprised to read these results. Our customers have always come first as we develop technology tools and quality standards. We empower our teams to take quick action if a service issue arises. That’s probably why Graebel’s customers were the most likely to recommend their RMC to others and were the survey respondents most likely to continue working with their RMC.

We look forward to continually upping our game and finding new and better ways to provide the highest levels of support for our customers’ outstanding Mobility programs!

We love to see these industry-leading ratings as they are an affirmation of the efforts of our teams. I’m very proud of our organization – from our technology group to our service delivery team teams, and account managers an all our support teams. But the congratulations really go to our customers who clearly were very pleased with their Mobility programs. We’re just glad to do our part!

About the Author

Bill Nemer

Bill Nemer is President of Relocation Services, overseeing Graebel’s service centers and clients in North America. Mr. Nemer joined the Graebel team in 2009, and led the global consulting division and thought leadership initiatives. In 2012, he was promoted to Senior Vice President, Operations, and was then promoted to President, Relocation Services in 2016. Nemer has over 30 years of experience in the relocation industry and has held a variety of leadership positions in operations, client relations, network management, quality and process management, and thought leadership for companies including Weichert Relocation and Prudential Real Estate and Relocation. Mr. Nemer has a Bachelor of Science degree in Marketing from Central Connecticut State University. He holds the Certified Relocation Professional (CRP), Global Mobility Specialist (GMS) and Strategic Talent Mobility (GMS-T) designations from the Worldwide ERC®, as well as a six sigma green belt and a project management certification from Rutgers University. Additionally, Mr. Nemer is a frequent speaker and moderator at industry events on relocation policy trends and best practices.

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