FY 2002 Customer Satisfaction Survey Report

Abstract

In April 2002, the Defense Technical Information Center (DTIC) conducted its annual customer satisfaction survey to help us better understand how to serve our user community. The overall objective of this survey was to receive insight in measuring the effectiveness of DTIC's products and customer services. This report summarizes the results of the FY 2002 Customer Satisfaction Survey (FY 2002 CS Survey). It also compares results from the FY 2001 and FY 1999 Customer Satisfaction Survey findings. In addition, the survey queried customers in six areas: Customer Service Experiences, Global Customer Service Performance, DTIC Products and Services, DTIC Online Services, User Demographics, Communication/Access and Information Requirements. Questions on the survey were geared toward customer service factors: accessibility, accuracy, courtesy, helpfulness, knowledge, professionalism, responsiveness, and speed of service. Other questions targeted aspects of DTIC's products (i.e., customer involvement, quality, access) as well as adequate, useful and prompt information distribution.

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Document Details

Document Type
Technical Report
Publication Date
Aug 01, 2002
Accession Number
ADA412116

Entities

Organizations

  • Defense Technical Information Center

Tags

DTIC Thesaurus Topics

  • Accuracy
  • Communities
  • Customer Services
  • Demography
  • Technical Information Centers

Readers

  • Defense Technology Research and Development.
  • Military Leadership and Professional Education.
  • Rehabilitation and Prosthetic Care for Military Service Members and Veterans with Limb Loss or Disability.