The ISO 9001/2015 standard defines the requirements for a quality management system and assists us to constantly improve and sustain the quality of our services.

Audited by SGS, the AGS Group has renewed its ISO 9001 certification with the new 2015 version.

AGS Paris has swopped its former white packaging for ethical packing material that uses no whitening chemical products which are not advisable for the environment. These new brown boxes provide optimal protection and security for their contents.

AGS Paris’ new packaging is a clear indicator of our commitment to sustainable development.

AGS Paris received the international ISO 14001 accreditation for its environmental management and works towards this every day by taking measures to control pollution and reduce greenhouse gas emissions resulting from its activities.

Learn more: Professional packing service

Each report describes the activities that have been put in place over the previous year in terms of human rights, labour, environment and anti-corruption. This new report describes several major events and projects of 2014, including our handling of the Ebola crises which struck Guinea, Liberia and Sierra Leone, and our support of the local communities during this difficult period.

We also highlight our Africa54 project – following the opening of AGS branches in São Tomé and Príncipe, in Comoros and in Guinea-Bissau – and you will find insight about the Group’s initiatives in terms of social ethics and the ISO 14001 certification obtained by two European AGS branches.

As the first international removals company to participate to the UN Global Compact, AGS’ wish is to lead the way and encourage other companies to commit to a more sustainable future.

Click here to download AGS’ new Communication On Progress.

Once again AGS has been praised by its clients, with our 2013 satisfaction surveys’ results showing an incredibly gratifying outcome: 95% client satisfaction.

Every year, around 30 000 completed surveys are collected by the AGS teams and collated. While 2012’s results were already exceptional, 2013’s results are even better!

These satisfaction rates highlight the effectiveness of our branches’ international quality certifications – including ISO 9001, FAIM Plus and NF –and their proactive approach in using direct client feedback to further boost service levels.

Feedback from clients helps us evaluate the overall client experience: from rating departure to arrival services, staff efficiency and the relevance of information made available to track their moves online.

Aspects of our service which rank highly are AGS’ movers and the movers’ expertise (98% approval) and AGS’ telephonic service (96% approval). These excellent results leave nothing to chance – the extreme professionalism and commitment of all AGS employees contributed efficiently and in the long-term to this positive outcome.

Mr GoodMove

During 2009 AGS innovated and became the first removals company in the world to offer a service fully dedicated to the rapid support and problem solving of its 40 000 annual clients.

Acting as a privileged interface for clients, the Mr GoodMove (MGM) service is always available for the speedy resolution of their queries. MGM seeks to find solutions that are acceptable to all parties, maintaining regular contact with clients until satisfaction.

The team operates across all AGS Group branches, and has the necessary authority – expected by clients – to positively transform challenging situations. Concerned clients are almost unanimous (98%) on the action taken by MGM, evaluating it as ‘very positive’; verifying that clients need accessible and available interlocutors who can quickly find pragmatic solutions.

In addition, the Mr Good Move team (under the supervision of the Group Quality Direction) is also forward-looking. MGM retains records of customers’ feedback and works hand-in-hand with branches and the Group’s Operational General Direction to avoid repeating concerns.

“By studying client satisfaction through regular reports, we support individual clients while putting in place management systems to benefit all AGS clients,” explains MGM Manager, Veronique Oban.

“This ‘surgical’ and systematic handling allows the AGS Group to continue improving each year, to offer the best quality services, and constantly innovate” concurs AGS’ senior Group Quality Manager, Alexandre Lebègue.

From 16 to 21 March 2009, 15 operational assistants from various AGS Europe branches attended a FIDI seminar on the management of removals.

Such a seminar allows participants to meet and network with the employees of FIDI member companies, in addition to expanding their knowledge on related topics.

Following this, the participants return to their respective branches, highly motivated and keen to share the training benefits with the rest of the team.

Participants could have previously been confronted with several problems linked to the management of removals in a number of ways: class-room taught, field visits (airport, packing warehouse, sea terminal, etc…), industry case study, role plays. During this seminar, twelve specific topics have been covered, from moving insurance and quality to professional packing, loading and secure storage to quotations and contracts.

Following this seminar, the first training session within the AGS Group took place on 23 and 24 March in Bucharest with most of these same employees for two days of additional training. The first day was dedicated to detailing the different stages of the administration of a move, and the second day was based on the operation and use of the NSI software, used as a tool and interface for our tracking system.

Thank you to Gratiela Lascu and to the AGS Movers Bucharest team for organising these two flawless training sessions. Their success has motivated head managers to repeat the operation in Cape Town in six months and in Bangkok early next year.

AGS wants to offer its customers the highest level of expertise and commitment, and therefore focuses on the intensive training of its employees.

Find out more: AGS Movers Staff Training