Jim Lahey

Vice President

Total Quality & Customer Value

March 24, 1999

Mark Chisholm

C & D Mvg. & Stg. Co.

Del Mar Dr.

Brookfield, CT 06804

Dear Mark:

Congratulations! Your agency has earned the 1998 Customer Quality Achievement Award as a result of scoring 90 percent or higher customer satisfaction, as measured by Transportation Research.

We are proud of your performance, and we appreciate the contribution that the C & D Mvg. & Stg. team is making to the enterprise. Please pass along our thanks to all of your team members for helping to attain this goal.

As you know, customer service is paramount to the "new" North American, which is why we place so much value on your commitment to quality and customer satisfaction. A desire to be the best at customer service is also why we are raising the bar for earning the Customer Quality Achievement Award. I am pleased to announce that in 1999, the award will be reserved for those agents who earn an overall customer satisfaction score of 95 percent or higher.

We are confident that C & D Mvg. & Stg. will meet that challenge.

Best wishes.

Jim Lahey