Defense Travel Management Office - The DoD Center for Travel Excellenceimage of a map with lines representing travel routes
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DTMO is pursuing innovative ways to enhance the customer travel experience by providing user-friendly, value-added travel products and services.  To effectively improve the delivery of travel services it is imperative that we understand and respond to customer needs.  Collecting customer feedback is vital to that understanding.

Travel Program Customer Satisfaction Surveys

To better assess and improve the overall traveler experience, we are working to complete the deployment of DoD travel program area customer satisfaction surveys for air, lodging, rental car, TMC services, and the Government Travel Charge Card.  These surveys will provide insight into the gap between product/service delivery and customer expectations, facilitating an understanding of what drives customer satisfaction.  This will further enable informed enterprise decision-making to more effectively source travel services, ensure quality service delivery from vendors, and improve travel programs and processes.  Survey execution is pending DoD Information Collections approval and the issuance of a Report Control Symbol (RCS).  Until this time, travelers can submit unsolicited feedback through the Travel Assistance Center. 

Integrated Lodging Program Pilot Customer Satisfaction Survey

Under authority of the Integrated Lodging Program Pilot, DTMO implemented a customer satisfaction survey for its DoD Preferred commercial properties.  For calendar year 2017, overall satisfaction was 82 percent.  With a program goal of 70 percent, overall satisfaction with lodging properties has climbed steadily from the baseline measurement of 63 percent in July 2015.  Direct customer feedback has been used to identify and remove commercial lodging properties from the pilot deemed no longer compliant with DoD duty of care requirements.  Travelers who stay in a DoD Preferred commercial lodging property receive a survey upon voucher completion. 

Travel Assistance Center Feedback

DTMO also rates the quality of assistance provided by the Travel Assistance Center (TAC), a critical interface with our customers.  Questionnaires are emailed to every tenth customer who has contacted the TAC for assistance.  Users of the TAC's Live Chat capability also receive a short pop-up questionnaire at the end of each closed chat session. This customer feedback is used to identify potential problems, pinpoint needed process improvements, and improve overall customer satisfaction.

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