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Commentary | June 26, 2023

PCSing? Remember to complete your required surveys

By Kyle Ford, MyCG Writer 

Is your latest household goods move a dream or a nightmare? Share your thoughts about your moving experiences in real time through the mandatory Customer Satisfactions Surveys (CSSs).  

You may receive up to five CSSs about your transportation service provider (TSP) during the course of your move, and each of these surveys is necessary for giving the Defense Personal Property Program (DPP) actionable feedback.  

Your feedback influences whether your movers get more government business or if their contract is reevaluated. The surveys ask you to rate and comment on your experiences with Department of Defense staff and your moving company. Remember: completing the CSS is required, and your survey scores help rate your TSP experience. You can watch a short video about providing your moving experience feedback at U.S. Transportation Command TV: Share Your Personal Property Move Feedback, It Matters! 

The DPP will send you an email and text link to complete the CSS at the address and phone number you provided during your initial transportation counseling. The survey can be completed on a personal computer or mobile device.  

Survey forms are initiated after:

  • Counseling — sent two to five days after counseling (in-person or self-counsel) is complete. 
  • Origin/Pickup Services — sent two to five days after the moving company changes status to “in-transit.” 
  • Destination/Delivery Services — sent approximately seven days after delivery.  
  • TSP Claim (if you submitted a claim) — sent approximately 75 days after claim is submitted. 

  • Military Claims Office (MCO) — sent approximately 75 days after all or part of a claim is transferred to the MCO.  

You will be sent reminders for each survey until they are complete. If you have not received your survey in the timeframe mentioned above, check your spam folder.  

If you face any issues accessing the surveys, contact:  

  1. Your local transportation office. 
  2. Technical Help Desk (website navigation help, account issues): Toll Free: (800) 462-2176 Commercial: (618) 577-0969, Option 2 usarmy.scott.sddc.mbx.g6-src-dps-hd@mail.mil.  
  3. USTRANSCOM Customer Support Center: Toll Free: (833) MIL-MOVE (645-6683). 

References: 

AY2023 Household Goods (HHG) and Mandatory Customer Satisfaction Survey (CSS) Information ALCOAST 102/23 

TRANSCOM-DP3 Customer Satisfaction Survey 

Customer Satisfaction Survey CSS PCS transportation service provider TSP Moving permanent change of station feature news

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