A comprehensive guide to understanding the Best Value Score (BVS) program and how SGS Move Management empowers service providers to achieve top performance. This flipping book breaks down score components, highlights key success factors, and provides practical insights to help you deliver better moves, better scores and better business.
BVS 2.0 OVERVIEW Driving Excellence Through Best Value Scores
Presented by: SGS Move Managemnet
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Better Moves. Better Scores. Better Business.
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Contents Introduction: What is BVS.........................4 Why BVS Matters.............................................5 Components of BVS.......................................6 On-Time Performance.................................7-8 Mastering On-Time Pickup.......................9 Mastering On-Time Delivery....................10 BVS Breakdown: CSS Score......................11 Communication & Documentation.....12-13 Key Takeaways....................................................14
BVS OVERVIEW 3
What is BVS? The Best Value Score (BVS) determines how DoW shipments are awarded. A higher score means more awarded shipments, directly impacting your business oppurtunities.
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BVS OVERVIEW
Why BVS Matters Higher BVS scores mean more awards and more opportunities for our agent network
Every agent’s Performance directly impacts our BVS scores.
SGS prioritizes and invests in agents who deliver consistent quality scores
BVS focuses not only on great service, but on complete, timely documentation and communication.
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The BVS measures overall performance. It combines quality, timeliness, and service data to determine shipment awards. Components of the BVS
Four key components:
On Time Performance (30%)
Customer Satisfaction Score Survey (20%)
Claims Score (20%)
Rate Score (30%)
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BVS OVERVIEW
BVS Breakdown: On-Time Performance
Why it matters: On-time performance is where service providers have the greatest direct impact. Meeting scheduled pickup and delivery dates protects our on-time performance score - and your shipment opportunities.
PICK UP (15%)
ON-TIME PERFORMANCE SCORE: 30%
Breakdown:
DELIVERY (15%)
On-Time Pickup – 15% On-Time Delivery – 15%
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BVS OVERVIEW
BVS Breakdown: On-Time Performance
On-Time Pickup (25%) The shipment must be picked up on or up to 2 days before the planned pick-up date. Timely Entry of Pickup (25%) The actual pick-up date must be entered into DPS within 4 days of loading. Pickup Spread (50%) The shipment must be loaded within the scheduled pickup window. On-Time Delivery (75%) Delivery must occur on or before the Required Delivery Date (RDD). Timely Entry of Delivery (25%) The actual delivery date must be entered into DPS within 3 days of delivery.
PICK UP (15%)
ON-TIME PERFORMANCE SCORE: 30%
DELIVERY (15%)
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BVS OVERVIEW
Mastering On-Time Performance: Pick Up
Set Up for On-Time Success:
PLANNING
Follow the planned Load Date The planned pickup or load date on the GBL is the official load date. Never change the load dates directly with the customer. If you need flexibility, adjust before the load date window, not after. For example, adding or dropping pack days should never alter the load date. Plan and communicate early Complete the premove survey as early as possible to plan for any weight or date adjustments. Provide ETA service calls for pack and load days to the customer. Ensure your dates match the dates we have. Submit Documentation Promptly
COMMUNICATION
DOCUMENTATION
ON-TIME SCORE
Provide all origin documents within 24 hours of loading. Accurate, timely documentation prevents performance discrepancies.
BVS OVERVIEW
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Mastering On-Time Performance: Delivery Set Up for On-Time Success:
Communicate early Notify SGS immediately if delivery will occur outside the planned delivery dates. Provide ETA calls. Contact the customer the day before delivery and notify SGS of the confirmed delivery window. Submit documentation promptly All delivery documents must be submitted within 24 hours of delivery. Every interaction matters Your crews represent not only your agency, but SGS and USTC. Professionalism and respect leave a lasting impression and strengthen our shared reputation for excellence.
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BVS OVERVIEW
BVS Breakdown: CSS Score
The Customer Satisfaction Survey Score (CSS) makes up 20% of the total BVS score and measures the quality of service experienced by the customer throughout the move. These scores are based directly on customer feedback. What’s included: Origin Friendliness (2.4%) How professional, respectful and helpful the crew was at origin Origin Packing (2.4%) Care, accuracy and attention to detail in packing household goods. Pickup Timeliness (2.4%) Whether the shipment was picked up on schedule as planned based on the GBL load date. Delivery Timeliness (2.4%) Meeting delivery windows and communicating any changes. Destination Friendliness (2.4%) Professional conduct and customer care during delivery Overall Satisfaction (8%) The customers overall perception of the move experience.
Origin Friendliness
2.4%
Origin Packing
2.4%
Pickup Timeliness
2.4%
Delivery Timeliness
2.4%
Destination Friendliness
2.4%
Overall Satisfaction
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8%
Agent Communication & Documentation Clear communication and timely documentation are essential to maintaining strong BVS scores.
Agent Communication Requirements: Documentation Requirements: Provide ETA service calls for pack, load, and delivery directly to customers. Notify SGS of any changes to dates or ETAs as soon as possible. Ensure all communicated dates match the dates entered in DPS. Submit all required documents within 24 hours of service (pickup or delivery). Confirm that actual service dates are entered accurately in DPS. Remember: Service excellence doesn’t count unless it’s documented.
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BVS OVERVIEW
Service & Documentation Standards Even excellent service won’t earn top scores without:
Early surveys allow time to confirm weights, dates and any adjustments, setting every move up for success. Complete Survey Early
Submit all required documents within 24 hours of service to protect the BVS Prompt Documentation
Keep SGS informed, update us immediately on schedule or customer communication changes. Proper communication
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BVS OVERVIEW
Key Take Aways
Your performance powers our performance. By mastering communication, documentation, and timeliness, agents can directly improve our BVS standing — and win more business.
Submit promptly
Stay compliant
Plan early
Communicate often
Better Moves. Better Scores. Better Business.
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BVS OVERVIEW
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