A message to DOD Personnel and their Families:

 Like many sectors, labor challenges in the moving and storage industry are driving tighter-than-normal capacity in the Defense Personal Property Program.  These challenges are compounded by competition with non-DOD clients (like corporate and residential customers) vying for the same services.   In many locations, DOD personnel must wait upwards of four to six weeks for available moving crews.  Demand is similarly high for rental trucks and storage containers used by customers interested in a Personally Procured Move.  Senior leaders across the DOD’s Personnel and Logistics communities are aware of the issues and are exploring options to solve relocation-related problems for military families. 

Steps you can take: 

  • Visit your Transportation Office as soon as you receive orders.  Don’t wait!
  • Whether this is your first move or your 15th, take advantage of counseling.  Your local transportation office is your best resource to understand the specific challenges and delays in your community.
  • If movers cannot be arranged to support your timeline, talk with your chain of command immediately to explore options—which may include changes to reporting timelines.
  • Be patient with your transportation office personnel!  They want to solve problems for you.  Contact your local transportation office if your moving plans change or if you have questions regarding your move once scheduled. 

In no case should a customer feel compelled to conduct a Personally Procured Move.  Similarly, no customer should feel compelled to leave family members behind to handle a household goods move on their own. 

Customer Satisfaction Survey

The last and final action item you can expect from the move process is a survey about your moving experience. The Customer Satisfaction Survey (CSS) is quick and easy and we highly encourage you to be upfront and honest.  Sharing your feedback could help other family’s benefit from your experience, as well as, positively impact your future moves.

The surveys are read by real humans and if a TSP has a negative trend, they can be suspended (temporarily or indefinitely) for providing poor service. On the flip side, if you find a TSP that did an excellent job, please put that in the survey as well; so we know who to continue to reward with more service contracts.

Survey reminder emails will be sent every 7, 14 and 21 calendar days after the delivery of your personal property or until the survey is completed. Check out the “Customer Satisfaction Survey” brochure to learn more.