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Members control quality of move through new survey

VANDENBERG AIR FORCE BASE, Calif. -- The Department of Defense recently made changes to household goods movement procedures, offering military members a chance to directly influence the selection of movers. 

People who have household goods shipped on official orders can fill out a customer satisfaction survey within seven days from delivery of their shipment. The survey provides people the opportunity to voice their impression of their moving process. 

Household goods carriers are afforded shipments on a point system. Through the on-line survey, military members determine the points a carrier receives for moving their shipment. If the military member is satisfied with his or her moving experience, the carrier is awarded positive points. If a military member is unhappy with the carrier's performance, the carrier is assessed a negative score. 

"This system vastly improves the previous system by adjusting carrier standings in real time," said Master Sgt. Seth Tucker, distribution superintendant of the 30th Logistics Readiness Squadron. "The moment the survey is completed, a carrier may move up or down the selection list based on the input. This way, the carriers with the best scores are offered shipments first, encouraging other carriers to improve performance if they wish to remain competitive." 

A system like this is only successful if the military member is an active participant in it. Deciding not to complete the customer satisfaction survey not only hurts other military members, but hurts the member as well. 

"A system like this can only be successful if you, the shipper, are an active participant in it," Sergeant Tucker said. "Every military member should understand the importance of the survey and be pro-active in completing it. Through this system, you can help ensure you have the highest quality mover during your next move."