CSA feedback helps improve services

By Special to the LeaderSeptember 9, 2009

CSA feedback helps improve services
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Community members who live, work, train or participate in recreational activities on Fort Jackson now have an opportunity to provide detailed feedback about all of the installation's services with the Army's annual Customer Service Assessment.

The survey may be accessed online at www.MyArmyVoice.org through Sept. 18.

The CSA offers an opportunity to provide a comprehensive review and report on the garrison services customers use. Where the Interactive Customer Evaluation feedback system only captures individual customer satisfaction data from a single provider, the CSA captures much more.

"This is an opportunity for customers to assess garrison services based on their expectations of the 'performance' and 'importance' of that service," said Dennis Ramirez, customer service officer. "Services are rated from a customer's viewpoint."

The leadership assessment will provide measurable feedback from an important customer group -- the mission commanders and staff officers from the company/battalion/brigade level through Fort Jackson leadership, including senior civilian leaders.

Using a scale of one (very poor) to five (excellent), leaders will rate the "performance" and "importance" of the services provided by each of the garrison's directorates. Leaders will also be asked to identify the top five most important services within each directorate that contribute to the accomplishment of their organizational mission. The survey is designed to be completed in 15 minutes.

"The leadership assessment piece is huge," Ramirez said. "So much of what the garrison does is for Soldiers at all levels. It's essential that we capture the feedback from them."

The garrison commander can use the feedback to determine what is most important from the perspective of those who participate in the assessment.

"The ultimate goal is to provide the highest quality of services possible within the garrison," Ramirez said. "If we can provide services our customers want -- and provide them well -- then we're doing the right thing to support our Soldiers and their families, as well as every other customer who uses our garrison services."

However, the only way the garrison commander can get an accurate picture of customer satisfaction and customer expectations is by maximum participation from the customers.

IMCOM leaders plan to consolidate the assessment data from each installation and begin analysis after the survey window closes. Last year, 640 customers participated in the survey.

For more information on the 2009 Customer Service Assessment, call Ramirez at 751-4926.

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Get the scoop on the Customer Services Assessment