Customer Satisfaction Index - Current and Proposed
The Customer Satisfaction Index (CSI) is a performance metric used by the relocating employee and the agency's transportation officer or traffic manager to evaluate the Transportation Service Provider (TSP) participating in GSA's Centralized Household Goods Traffic Management Program.
This information is captured on the Household Goods Carrier Evaluation Report, GSA Form 3080. GSA and the household goods moving industry agree upon 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 may 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 available for review.
Last Reviewed 5/7/2009