NF EN 12522, a standard that's making waves

Missed deadlines, damaged belongings, undersized trucks, complicated communication... As with any major life change, a bad experience when moving can leave lasting scars. In the residential moving market, the concept of service quality is therefore fundamental. Along with price, it is the area in which service providers compete. Online customer reviews are a good first step in separating the wheat from the chaff when assessing the quality of a moving company, but to learn about best practices and objectively evaluate the debate, there is a reference document: the voluntary standard. NF EN 12522 . It is on the basis of this standard that removal companies wishing to display the NF Service certification are audited, with the aim of standing out from the crowd (see box below).

In December 2024, AFNOR published a new version of this standard, which since 1998 had existed in two parts, NF EN 12522-1 and 12522-2. The main changes are twofold. First, the introduction of a requirement related to the General Data Protection Regulation (GDPR): the text specifies the information that must be included in the quote or contract so that the customer is informed of their rights in this regard. Second, and most importantly, the standard recommends organizing a preliminary technical visit when initial contact is made. This visit can be held in person, but also remotely, in the form of a virtual visit via videoconference. " Other means of collecting information (e.g., from a list provided by the client) may be used. "The standard specifies that, among the advice and recommendations to be given to the customer, it is essential to explain the importance of an accurate assessment of the goods to be moved.

Accurate volume measurement, a key step in the quality process

Accurate volume calculation is the first step to a successful move! Defined as the calculation, in cubic meters, of the volume of goods to be moved, volume calculation is a key part of the quality process: a service provider who can accurately assess volume will immediately earn points in the customer's estimation, who will not suspect them of cheating to inflate the quote! It is therefore in the customer's interest to make the mover's job easier by providing a comprehensive and transparent inventory. " If there is any doubt about the volume estimated remotely, the service provider may always offer a physical re-inspection. " adds Mélinda Farès, legal advisor at the Chambre Syndicale du Déménagement (French moving industry association), who took part in updating the standard at AFNOR.

Whether it takes the form of certification or not, the standard serves as a benchmark for quality when searching for a service provider. Mélinda Farès cites the case of a call for tenders from the Ministry of Defense to relocate military families, requiring candidate companies to apply it to the letter. The icing on the cake is that this quality benchmark works throughout Europe, as the standard was developed jointly at this level, under the auspices of the European Committee for Standardization, with Dutch leadership (the French standardization commission hosted by AFNOR acted as a mirror committee). This means that everyone speaks the same language when moving from one country to another!

The voluntary standard NF EN 12522 constitutes the reference for the NF Service certification for "Moving and furniture storage services" . As the standard evolves, the certification audit will evolve too! To this end, AFNOR Certification invites moving professionals and their stakeholders to join the brand committee. Working groups will be set up by theme, closely aligned with business needs. Are you interested? Contact us before June 30. Adrien Kachama on LinkedIn .