2019.11.20 - CSS Questions (Draft) RFI Attachment 4.docx

Attachment 1 Potential CSS Questions and Triggers Customer Satisfaction Evaluation. A customer satisfaction survey will be conducted to determine contractor performance by the government or a government-contracted third party. The contractor shall provide status updates to the government or a government-contracted third party for all shipments so that the survey can be conducted at stages to be defined by the government. The customer satisfaction survey will evaluate the following areas, including, but not limited to: Quality of counseling and entitlements; Origin services such as the quality of packing, labeling, organizing and the care, courtesy, and attitude of the packing and loading crew; Destination services such as the care, courtesy, attitude of the crew, unloading, and unpacking; Timeliness of pickup and delivery; Overall satisfaction with the movers timeliness, courtesy, professionalism, and responsiveness in all phases of move from first contact through delivery; and overall claims satisfaction including responsiveness, timeliness, and claims settlement.

Triggers for each email.

S1 Q1 = After the contractor/government counseling office has accomplished the counseling/entitlement discussion and an application is submitted the government IT system will send a notification to the Contractor to send the first CSS. Once customer completes the CSS the Contractor will collect the results and send to the government or government representative the results in a monthly report.

S2 Q1 – Q3 = After the selected moving company has annotated in the government IT system that a customer’s personal property has been picked up a notification will be sent to the Contractor to send the second CSS. Once customer completes the CSS the Contractor will collect the results and send to the government or government representative the results in a monthly report.

S3 Q1 – Q4 = After the selected moving company has annotated in the government IT system that a customer’s personal property has been delivered a notification will be sent to the Contractor to send the third CSS. Once customer completes the CSS the Contractor will collect the results and send to the government or government representative the results in a monthly report.

S4 Q1 = Once the moving company makes a final offer to the customer on a filed claim the third party movement system will send a notification the Contractor to send this fourth CSS. NOTE: If a customer does not file a claim the third party system 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 and send to the government or government representative the results in a monthly report.

Requirements in the notification:

Each notification will contain the customer’s name, and unique shipment identifier sample below. The government IT system will send customer specific information (i.e., email address, unique shipment identifiers) to the Contractor. The Contractor will send the Customer each CSS when prompted by the government IT system. Notification can be in the form of an email or text. The email or text will contain the applicable CSS question/s.

CSS 1 (Pre-Move Services)

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

[Customer’s Name], You recently received a briefing on your shipment entitlements. Please take a moment to let us know how that process was by completing the below single question survey.

Customer Satisfaction Survey (CSS) Stage 1: Assessment of the origin services (i.e., timeliness and quality of counseling and entitlement support)

How satisfies were you with the quality of counseling and entitlement support provided with 1 being the lowest and 5 being the highest?

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 Survey’s to complete. If you are just doing a Personally Procured Move (PPM) you will not receive another CSS.

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 by [Moving Company]. Please take a moment to let us know how that process was by completing the below three question survey, with 1 being the lowest and 5 being the highest.

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

1. Evaluate the services provided at origin such as the quality of packing, labeling, and organizing.

2. Evaluate the services provided at origin by the moving company such as care, and courtesy of the loading crew.

3. How satisfied were you with the timeliness of the pickup of your personal property by the moving company?

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 by [Moving Company]. Please take a moment to let us know how that process was by completing the below four question survey, with 1 being the lowest and 5 being the highest.

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

1. If applicable, how satisfied were you with the quality of the support provided by the contractor at destination. If you were not contacted by the contractor at destination please answer Not Applicable.

☐Not Applicable

2. How satisfied were you with the timeliness of the delivery of your personal property by the moving company?

3. Evaluate the services provided at destination such as care, and courtesy of the crew during unloading and unpacking.

4. How would you rate your overall 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).

CSS 4 If Applicable (Post Move 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 against [Moving Company]. Please take a moment to let us know how that process was by completing the below single question survey. If you have any additional comments please provide in the space provided, with 1 being the lowest and 5 being the highest.

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

1. How would you rate your overall claims satisfaction from the moving company including their responsiveness, timeliness, and claims settlement?

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