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Planning for Customer Loyalty Survey

As you may know, 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 given program. (Contact lists are merged and purged so that nobody receives more than one survey.)

In addition, a smaller number of programs that have a large vendor pool, like GSA’s Multiple Award Schedules program, also survey vendors to measure their satisfaction. Planning is underway for the 2016 cycle and customer 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 exploring “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. GSA teams are now at work developing lists of potential customer contacts and reviewing prior surveys in an attempt to streamline the questions and simplify the process for potential respondents.

We understand that communications and feedback with our vendor partners is not limited to a single survey, but the annual surveys can be a useful snapshot of a representative sample. If by chance you are invited to complete a survey in 2016, even for a Schedule contract and not for GSA Global Supply, please do so.  

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