BVS Breakdown: CSS Score
The Customer Satisfaction Survey Score (CSS) makes up 20% of the total BVS score and measures the quality of service experienced by the customer throughout the move. These scores are based directly on customer feedback. What’s included: Origin Friendliness (2.4%) How professional, respectful and helpful the crew was at origin Origin Packing (2.4%) Care, accuracy and attention to detail in packing household goods. Pickup Timeliness (2.4%) Whether the shipment was picked up on schedule as planned based on the GBL load date. Delivery Timeliness (2.4%) Meeting delivery windows and communicating any changes. Destination Friendliness (2.4%) Professional conduct and customer care during delivery Overall Satisfaction (8%) The customers overall perception of the move experience.
Origin Friendliness
2.4%
Origin Packing
2.4%
Pickup Timeliness
2.4%
Delivery Timeliness
2.4%
Destination Friendliness
2.4%
Overall Satisfaction
11 BVS OVERVIEW
8%
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