3080 Process & Customer Satisfaction Indices Update

1. 3080 Process & Customer Satisfaction Indices Update July 24, 2018

2. CHAMP Employee Satisfaction Survey (Form 3080) Surveys are initiated by supplier in TMSS Survey link sent to relocating employees to rate the quality of household goods moving services Process updated December 2016 with suggestions from Agency Working Group Employee response is a significant component of the Customer Satisfaction Index (CSI)

3. Customer Satisfaction Index (CSI) CSI score is a combination of the employee response and the agency survey response CSI scores are published and uploaded into TMSS TMSS displays CSI scores and the Value Index which is a combination of CSI and price TMSS displays carriers in green that have a Value Index over 100

4. Issue with Survey Link In May, TMSS programmers identified an system error keeping surveys initiated within 2 weeks of delivery date from being distributed to transferring employees Concerns in 2017 of low response rate and suspected issues were tested in multiple ways, but error was not found until May 2018 Resulting error correction triggered the system to release 6,979 surveys to transferring employees with delivery dates from December 2016 to May 2018 Reminder 3080 emails have been sent out after initial 3080 release

5. GSA Solution • Calculate 2017 CSI Score and publish the higher score between 2017 and 2016 • CY2017 Surveys accepted until June 30th • Updated CY17 3080 reports will be sent out to agencies • Scope increase based only on 2017 score • No scope decrease in 2017 • Two 3080s still required for 2017 score • CSI scores expected to be completed in August

6. Questions?Survey POCReid Salvette703-605-5587reid.salvette@gsa.gov

7. 3080 Screenshot

8. 3080 Screenshot Continued