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Planning for Customer Loyalty Survey

Every year, GSA’s Federal Acquisition Service (FAS) coordinates a large survey of customers for 15-18 different programs, including GSA Global Supply. The surveys are mailed to thousands of customers and weekly reminders are sent to encourage recipients to take a few minutes to give us feedback on a particular program. (Contact lists are merged and purged so that nobody receives more than one survey.)

Planning is underway for the 2016 cycle and surveys should be launched by the middle of May. Results are gathered by late June and then reports prepared for each program area to display the results and highlight scores or customer comments that indicate areas of concern and perhaps suggest priorities for improvement.  Multiple program areas in FAS are working to develop “transactional” feedback mechanisms to allow for more real-time customer input, but these annual surveys are still important to us and to the Office of Management and Budget, which monitors all federal agencies and their performance.

Various GSA teams are now at work developing lists of potential contacts and reviewing prior surveys in an attempt to streamline the questions and simplify the process for potential respondents. Most items are very simple questions asking for a numerical score on a 1-5 scale, but there is at least one open-ended question in each survey that asks “If you could change one thing about ________, what would you change?”  If you are contacted later this spring, we ask that you take a few minutes to complete the survey. 

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