A GAO Report advised that more Customer Feedback is needed according to a Military Times article from 12 September 2025.
PCS Move surveys have not only been plagued by low response rates, but measures the system as a whole, lacking granularity needed to identify where in the long logistics chain improvements are needed. Joe D. Packer, author of “The Unofficial Guide to Military PCS Moves” offers his assessment:
“Current TSP surveys are like rating restaurants when they all share the same kitchen, cooks, and suppliers—you’re not measuring the restaurant’s quality, just their luck with the shared staff and suppliers that day. If Primary TSPs (Carriers) use the same Local TSP pickup/delivery subcontractors, truckers, port agents, shipping lines and claim adjudication companies to handle your move, how can surveys be used to judge which Primary TSP(Carrier) is really doing a better job? Until a way is found to rate performance of each piece of the shared system—not just the Primary TSPs— you, the customer, can’t be assured that the DPS shipment lottery will serve you a great “meal”. You can only hope your “cook” isn’t having a bad day.”
Primary TSPs do try to subcontract shipments to Local TSPs and other tranportation contractors with good performance records, but it can be difficult to do so in the summer peak season when the best agents are already over capacity.
Clearly, better survey methodology is needed to provide more accurate data.