Customer Satisfaction Index (CSI)
The Customer Satisfaction Index (CSI) is a performance metric based upon employee and agency satisfaction. It evaluates Transportation Service Providers (TSPs) participating in GSA's Centralized Household Goods Traffic Management Program. Employee and agency satisfaction are captured on the Household Goods Carrier Evaluation Report, GSA Form 3080. CSIs are calculated and published for an effective date of November 1 of each year. TSP’s approved scope of operation may be increased, decreased or left the same based on a TSPs CSI. A CSI of 100 indicates average customer satisfaction.
2016-2017 Rate Cycle CSI Scores International and Domestic, September 6, 2016 [PDF - 58 KB]