FY 2020 Federal Acquisition Service (FAS) Customer Survey

GSA's Federal Acquisition Service (FAS) Customer Satisfaction Survey is a research study that gathers valuable information from the many diverse customer groups serviced by FAS program offices across GSA Regions and worldwide. The constructive feedback collected through this confidential survey enables us to provide more effective and efficient service to our customers.

In 2019, your survey feedback included high praise for our product/service quality, customer service, and overall value.
It also indicated that we need to:

  • Improve our technology interfaces; and

  • Make it easier to acquire products and services.

We heard your feedback and took a number of actions to address these issues. For example, FAS is improving a number of systems and programs, which include:

  • Refreshed GSA Advantage! User Website: This spring we launched a refreshed GSA Advantage! user interface to make it easier and faster to find the products and services you need. The responsive layout seamlessly adapts to fit your laptop, desktop, tablet, and mobile displays.

  • Improved Order Tracking: As of January 2020, we provided shipment information on 95 percent (95%) of GSA Global Supply shipments. We continue to focus on this with a goal of achieving 100 percent (100%).

  • Faster Delivery Times: We are increasing the number of NSNs and part-numbered items covered by a standing Global Supply contract so that customer orders go "first-pass" without manual intervention, achieving faster delivery times.

  • No or Reduced Minimum Order Thresholds: We continue to reduce or eliminate minimum order thresholds on both GSA Global Supply and Multiple Award Schedule products to simplify customer ordering.

  • Expanded "Best-In-Class" IT solution offerings: We have brought forth an array of IT acquisition vehicles that have been designated as Best-In-Class IT solutions. These include:

    • GSA's 8(a) STARS II;
    • Alliant 2;
    • Alliant 2 Small Business;
    • Enterprise Infrastructure Solutions (EIS);
    • Networx; and
    • VETS 2M to name but a few.
  • Converting Retail Supply Stores (ServMart): All of our ServMart stores have been converted to a vendor-managed inventory model, a purchasing experience similar to the commercial marketplace.

  • 2020 FedFleet: We hosted this year’s no cost event for 1,265 fleet professionals that included over 40 training sessions. We’ve also streamlined the process and timeline for the acquisition of law enforcement vehicles.

Each year, FAS commits to helping our partners resolve questions and issues, improve efficiency, deliver savings, and find the best solutions to meet your mission needs. Your feedback through the customer survey allows us to capture this important information and take action.

Thank you in advance for your support. If you have any questions about this initiative, please contact: surveys@research.gsa.gov.

Last Reviewed: 2020-05-05