Customer Satisfaction Survey (CSS)

The USTRANSCOM Defense Personal Property Management Office (DPMO) is conducting market research to identify vendors capable of providing a software platform and associated professional services for a comprehensive Customer Satisfaction Survey (CSS) covering all phases of household goods (HHG) and personally owned vehicle (POV) moves. The solution must integrate via API with the DoD’s Data Warehouse (WDP/Advana), support daily updates, trigger surveys at multiple predefined milestones, allow customization of survey content, timing, and delivery channels (email, SMS, mobile links), and meet DoD Impact Level security requirements. The solicitation seeks information on software functionality, licensing models (up to five‑year options), customization capabilities, existing DoD interfaces, and pricing structures. Anticipated users are 5‑10 administrative staff; the government aims for a 40 % response rate. The projected contract start date is 1 Oct 2027, with surveys to be sent at up to five distinct points per customer. • Software must support survey creation, automated triggering, data collection, and export to external databases. • Must integrate with existing DoD data warehouses (WDP/Advana) and future operational systems. • Must handle global, time‑zone aware survey delivery and multi‑channel notifications (email, SMS, mobile). • Must be configurable for optional surveys (claims, MCO) based on customer activity. • Requires DoD Impact Level certification and proven experience with similar DoD contracts. • Vendors to provide pricing, licensing, support options, and past performance examples.