IS THE CSS JUST ANOTHER SURVEY?
Evaluate Your Movers
Defense Personal Property Program
(DP3) It is important for the Servicemembers/DOD Defense Personal Property Program
Employees to complete the survey to help
A new DOD program focused on improve performance and provide maximum Customer Satisfaction Survey
customer benefit. (CSS)
improving the quality of life for our
servicemembers, civilians, and their Survey results help determine which TSPs
families through improved household are used to move your personal property in
the future. Your feedback is used to select
goods moves by providing the the best TSP for DOD use.
- Online claims filing and direct HOW SOON SHOULD THE CSS BE
claims settlement between COMPLETED?
member/employees and the
Transportation Service Providers Servicemembers/DOD employees are
(TSP) encouraged to complete their CSS within 7
days after receiving shipment of their
- Full Replacement Value for personal property.
damaged/lost household goods
If the CSS is not completed within 7 days of
- Best value acquisition of shipment delivery, reminder e-mails will be
transportation services by awarding sent to the member/employee 7, 14, and 21
shipments based on member and days after the shipment is marked as
employee feedback delivered.
- Electronic, web-based Customer
Satisfaction Surveys (CSS)
Need Customer Satisfaction
If your shipment did not move via
DPS…and/or to complete your CSS over
the phone call
1-800-462-2176 or DSN 770-7332 option 7
NOTE: Have your CSS password available. If
you do not have a CSS password, please e-mail
the address listed below to request one.
General CSS Questions: email@example.com
DEFENSE PERSONAL PROPERTY PROGRAM -- MOVING DOD FORWARD
COMPLETING THE EVALUATION COMPLETING THE EVALUATION
FOR DPS SHIPMENTS FOR TOPS SHIPMENTS
Note: You will only be able to access your survey Note: You will only be able to access your survey
when your shipment is in delivered status when your shipment is in delivered status
If your shipment was moved via DPS, your If your shipment was moved via TOPS, your
Bill of Lading # looks similar to BGAC0000912 Bill of Lading # looks similar to JQ-895667:
1. If you have a current ETA/DPS User ID and 1. If you have already received your password
password, skip to step 2. If you do not:
proceed to step 3. If not:
a. Access the DPS Home Page at a. To request a password to login click the
http://www.move.mil/ Forgot Password hyperlink
b. Upon entering your social security number, a
b. Select “DOD Customer” (top of the screen) password will be sent to the e-mail that is
listed on file.
c. Select “To Register for a DPS account” (right The Cornerstone of DP3
side of the screen under “Accessing DPS via ETA”) c. NOTE: To update your e-mail address please
send a request to firstname.lastname@example.org with
d. Fill in the requested information, and hit The Customer Satisfaction Survey (CSS) is a your GBL number
“Submit”. Note: when providing an e-mail address, web-based evaluation that allows a 2. Enter your social security number and password.
please ensure that you use an e-mail address that you servicemember/DOD employee or spouse to
will have 24/7 access to AT DESTINATION rate the service and performance provided by a a. The password will not work unless it is
Transportation Service Provider (TSP) during entered character for character
e. Your user credentials will be sent to you their personal property move. How you rate a b. You should receive passwords via the e-mail
automatically at the e-mail address you filled in TSP on the CSS determines whether they address you provided at origin counseling
receive more or less DOD Household Goods and/or at destination counseling
f. Once you have received your User ID and your
business in the future. 3. Click “Submit”
password, go to step #2 4. If you receive a message stating that “No surveys
The CSS embraces a “Best Value Score are on file”, the delivery date for your shipment
2. If you currently have an ETA/DPS User ID and methodology.” The CSS holds an integral and has not been entered into the system
password: significant weight in the Best Value Score and
5. Please e-mail email@example.com with your
provides SDDC with direct feedback about
a. Access the DPS Home Page at each servicemember’s move experience. GBL number and the date your shipment was
a. Reminders will be sent on the 7th, 14th, and
b. Select “DOD Customer” (top of the screen) WHICH CSS INSTRUCTIONS TO USE? 21st day after the shipment was delivered.
To determine which CSS instructions to use, locate your b. Within the e-mail reminder there is an
c. Select “To Log into DPS” (right side of the Bill of Lading (GBL) number located at the top right
screen under “Accessing DPS via ETA”) encrypted link to the survey
hand corner of your GBL.
c. If you receive a warning message stating
d. First time users must click on your Service If the format is similar to BGAC0000912, use the that the site is not secure, this is because
specific link you do not have a PKI root certificate on
instructions to the left for DPS shipments.
e. Select the “Customer Satisfaction Survey” tab your system. Instructions will be posted on
(top of the screen) If the format is similar to JQ-895667, use the the Reminder E-mail on how to download
instructions to the right for shipments booked under the certificate.
f. Complete the 12-question survey and select TOPS