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News > Customer Satisfaction Survey is crucial for personal property program
Customer Satisfaction Survey is crucial for personal property program

Posted 6/11/2010   Updated 6/11/2010 Email story   Print story


by Gail Rust
Joint Personal Property Shipping Office Detachment 2

6/11/2010 - HANSCOM AIR FORCE BASE, Mass. -- Military members and their families now have a say in which moving companies the Department of Defense will use more or less frequently. The Customer Satisfaction Survey (CSS) received after completing a household goods or unaccompanied baggage move is a crucial component of the personal property program.

Members and their families will have the opportunity to rate the service received from the origin personal property office, the transportation service provider (TSP), which can be referred to as the mover, and the destination personal property office. The survey consists of 12 questions.

The Military Surface Deployment and Distribution Command (SDDC) is currently transitioning to the new Defense Personal Property Program (DP3) which is a customer focused, streamlined program that continuously assesses customer satisfaction. The TSP is rated on a best value score methodology. All TSPs are re-scored multiple times per year, so the evaluations will have an immediate impact on how many shipments companies will be awarded throughout the year.

The survey accounts for 50 percent of the best value score. The results are also provided to the TSP for their quality control efforts. Participation in the survey helps ensure that the quality of service will increase as TSPs strive to improve their scores based on customer surveys.

Members and their families are encouraged to complete their survey within seven days of the delivery. Households that do not complete a survey within seven days will receive e-mail reminders at seven, 14, and 21 days after delivery.

For more information on the CSS and other valuable moving information visit www.move.mil, www.sddc.army.mil or contact your local personal property office.

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