Appendix 2- Survey Questions.docx

Appendix 2 CSS Questions and Survey Stages

S1 Q1 = After the contractor/government counseling office has accomplished the counseling/entitlement discussion Government IT System, MilMove, will send a notification to the Contractor to send the first CSS. Once the customer completes the CSS the Contractor will collect the results, compile and send the results in a monthly report.

S2 Q1 – Q3 = After the customer’s personal property has been picked up a notification from MilMove will be sent to the Contractor to send the second CSS. Once customer completes the CSS the Contractor will collect the results, compile and send the results in a monthly report.

S3 Q1 – Q4 = After the customer’s personal property has been delivered a notification from MilMove will be sent to the Contractor to send the third CSS. Once customer completes the CSS the Contractor will collect the results, compile and send the results in a monthly report.

S4 Q1 = Once a final offer is made to the customer on a filed claim or a claim is transferred to the Military Claims Office (MCO), MilMove will send a notification the Contractor to send a fourth CSS. NOTE: If a customer does not file a claim MilMove will not send a notification to the Contractor to send this CSS. Once customer completes the CSS (if applicable) the Contractor will collect the results, compile and send the results in a monthly report.

CSS 1 (Pre-Move Services)

Subject Line: Customer Satisfaction Survey (Stage 1) for [Household Goods, Unaccompanied Baggage, PPM, or Long-Term Storage] entitlement counseling for shipment moving under [Unique Identifier i.e., BL Number, LOT Number, or PPM].

[Customer’s Name], Customer Satisfaction Survey (CSS) Stage 1: Assessment of the origin services (i.e., timeliness and accuracy of entitlement counseling)

1. How satisfied were you with the timeliness and accuracy of entitlement counseling provided with 1 being the lowest and 5 being the highest? If you have any additional comments please provide in the space provided.

Comments:

After making your selections and providing additional comments (if any), please just reply to this email/text.

As your shipment process continues (i.e., Packing and Pickup, and Delivery) you will receive other short Customer Satisfaction Surveys to complete. If you are just doing a Personally Procured Move (PPM), this will be your last survey question.

Thank you for your participation.

CSS 2 (Physical Move Services)

Subject Line: Customer Satisfaction Survey (Stage 2) for [Household Goods, Unaccompanied Baggage, Long-Term Storage] shipment moving under [Unique Identifier i.e., BL Number, LOT Number].

[Customer’s Name], You recently had your shipment packed and picked up. Please take a moment to let us know how satisfied you were with that process by completing the below three question survey, with 1 being the lowest satisfaction and 5 being the highest satisfaction. If you have any additional comments, please provide in the space provided below.

Customer Satisfaction Survey (CSS) Stage 2: Assessment of the origin services provided by the moving company (i.e., timeliness and quality of packing, accuracy of inventory, courtesy of the packing and loading crew)

1. Evaluate the services provided at origin such as the quality of packing and accuracy of inventory, with 1 being the lowest satisfaction and 5 being the highest satisfaction.

2. Evaluate the services, with 1 being the lowest satisfaction and 5 being the highest satisfaction, provided at origin by the moving company such as: courtesy of the loading crew, providers were clean, neat, easily identifiable as company employees and crew exhibited professional behavior.

3. How satisfied, were you with the timeliness of the pickup of your personal property by the moving company, such as providing firm pick up dates and meeting your requested moving dates with 1 being the lowest satisfaction and 5 being the highest satisfaction?

After making your selections and providing additional comments (if any), please just reply to this email/text.

As your shipment process continues (i.e., Unload and Delivery) you will receive other short CSS to complete.

CSS 3 (Physical/Post Move Services)

Subject Line: Customer Satisfaction Survey (Stage 3) for [Household Goods, Unaccompanied Baggage, Long-Term Storage] shipment moving under [Unique Identifier i.e., BL Number, LOT Number].

[Customer’s Name], You recently had your shipment delivered. Please take a moment to let us know how satisfied you were with that process by completing the below three question survey, with 1 being the lowest satisfaction and 5 being the highest satisfaction. If you have any additional comments, please provide in the space provided below.

Customer Satisfaction Survey (CSS) Stage 3: Assessment of the destination services provided by the moving company

1. How satisfied were you with the timeliness of the delivery of your personal property by the moving company, with 1 being the lowest satisfaction and 5 being the highest satisfaction?

2. Evaluate the services, with 1 being the lowest satisfaction and 5 being the highest satisfaction, provided at destination such as care, and courtesy of the crew during unloading and unpacking, items were handled to protect against loss or damage, reassembled if disassembled at origin, and debris was removed.

3. How would you rate your overall satisfaction, with 1 being the lowest satisfaction and 5 being the highest satisfaction with the moving company’s timeliness, courtesy, professionalism, and responsiveness in all phases of your move from first contact through delivery, including any follow-up.

Comments:

After making your selections and providing additional comments (if any), please just reply to this email/text.

If you file a claim for any loss or damage during this process, you will receive one final survey. That survey will be sent once the claims process is complete (i.e., payment for claim received or transferred to the Military Claims Office for assistance).

CSS 4 If Applicable (Claims Services) Subject Line: Customer Satisfaction Survey (Stage 4) for [Household Goods, Unaccompanied Baggage, Long-Term Storage] shipment moving under [Unique Identifier i.e., BL Number, LOT Number].

[Customer’s Name], You recently filed a claim. Please take a moment to let us know how satisfied you were with that process by completing the below single question survey, with 1 being the lowest satisfaction and 5 being the highest satisfaction. If you have any additional comments, please provide in the space provided below.

Customer Satisfaction Survey (CSS) Stage 4: Assessment of the moving company’s responsiveness to the Claims process.

1. How would you rate your overall satisfaction with the claims process of the moving company including their responsiveness, timeliness of process, and claims settlement, with 1 being the lowest satisfaction and 5 being the highest satisfaction?