Personal Property Customer Satisfaction Survey pilot program expands

SCOTT AIR FORCE BASE, Ill. (Jan. 20, 2022) – Earlier this month, the Defense Personal Property Program Management Office (DPMO) at U.S. Transportation Command made a new customer satisfaction survey tool available to all customers.

“All service members and civilians with household goods shipments in the Defense Personal Property System (DPS) should now expect to receive requests to complete the surveys via email or text to provide feedback on government support of their household goods moving process,” said U.S. Army Col. Marshanna Gipson, DPMO deputy director.

The program-wide rollout follows the pilot test conducted last summer in just three test locations. The surveys are focused on the government processes supporting customers, including  counseling, quality assurance, and claims support. Each survey has no more than five questions and can be completed on a handheld device or computer.

“These surveys focus on government-provided services, and customers will still receive DPS survey reminder emails asking them to measure the services provided by their moving company in DPS,” said Gipson. “All of the surveys provide valuable feedback that we use to improve processes and maintain accountability.”

If customers have problems or questions with any element of their personal property move (packing, delivery or anywhere in between), they can call their closest household goods/ transportation office using contact info found at https://installations.militaryonesource.mil/?looking-for-a=program/program-service=2/.

Additional resources can be found on www.MilitaryOneSource.mil, which also provides information on other aspects of the relocation experience.

-30-