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Customer Satisfaction - Current and Proposed

The Customer Satisfaction Index (CSI) is a performance metric used by relocating employees and their agency's transportation officer or traffic manager. It evaluates Transportation Service Providers (TSPs) participating in GSA's Centralized Household Goods Traffic Management Program.

This information is captured on the Household Goods Carrier Evaluation Report, GSA Form 3080 [Excel, 16K]. GSA and the household goods moving industry agree on the evaluation criteria in advance. It is the basis of the CSI and measures a customer's (employee and transportation personnel) satisfaction with a TSP's performance.

As a result of these annual rankings, TSPs can increase their scope of operation. A CSI of 100 indicates average customer satisfaction. Go to Archives to view previous CSI indexes.

The current CSI indexes are listed below and are available for review.

Name Format Size Publish Date
2014 Domestic and International CSI PDF 76K 10/21/2014
CONTACTS

Kim Chancellor
(816) 823-3650


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