2004 DTIC Customer Satisfaction Survey Report
Abstract
This report contains the findings of the 2004 Defense Technical Information Center (DTIC) Customer Satisfaction (CS) survey conducted in July 2004. The purpose of the survey was to help DTIC (1) gauge the level of satisfaction among its general users and (2) identify possible areas for improving its products and services. This report describes the survey process, presents its results, and recommends actions identified by survey respondents. Specifically, this report summarizes the results of the 2004 CS survey. It also compares findings from the 2002 and 2003 CS user data. Collectively, the report allows us to work toward the following objectives: To improve customer retention To determine the perceived quality of products, services, and customer care To indicate trends in products, services, and customer care To benchmark our customer satisfaction results with other federal government agencies To ensure that we gained knowledge about these objectives from our users, the 2004 CS survey was specifically designed for querying our registered users in the five (5) categories listed below: Customer Service Experiences Global Customer Service Performance DTIC Offerings User Demographics Communication/Access and Information Requirements Specifically, users were asked to answer questions 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, and access) as well as information distribution (i.e., adequacy, utility, and promptness).
Document Details
- Document Type
- Technical Report
- Publication Date
- Dec 01, 2004
- Accession Number
- ADA433810
Entities
Organizations
- Defense Technical Information Center