FY 2001 Customer Satisfiction & Top 200 Users Composite Survey Report

Abstract

Our continued success or failure depends on our ability to learn what our customers really want and need. To successfully achieve this purpose, it is imperative that we gain a "customer- valued" perspective of how well we are doing in meeting customer expectations. In other words, do we provide the kind of products, services and customer care that compels customers to choose us rather than other available sources? To ensure that we gain this requisite knowledge, we surveyed both the general user population (Part 1) and our Top 200 core users (Part 2) . Roth surveys were specifically designed to meet the following knowledge objectives: - To improve customer retention - To determine the quality of customer care and support - To track the effects of change in product and service quality - To indicate trends in products, services and customer care - To determine the perceived quality of products, services and web pages - To benchmark our quality results with other federal government agencies.

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Document Details

Document Type
Technical Report
Publication Date
Sep 01, 2001
Accession Number
ADA406597

Entities

Organizations

  • Defense Technical Information Center

Tags

Communities of Interest

  • Materials and Manufacturing Processes

DTIC Thesaurus Topics

  • Acquisition
  • Commerce
  • Composite Materials
  • Contracts
  • Customer Services
  • Databases
  • Electronic Mail
  • Governments
  • Information Systems
  • Marketing
  • Personnel Management
  • Ratings
  • Sampling
  • Scientists
  • Small Business
  • Statistical Samples
  • Surveys

Readers

  • Defense Financial Management and Audit.
  • Logistics and Supply Chain Management.
  • Systems Analysis and Design