Q3: Who may participate in the Assessment? A: The Customer Service Assessment is designed to obtain the perceptions of installation Leaders (e.g., Brigade and Battalion level Commanders, CSMs, 1SGs and supported leaders such as, Garrison Directorates and special staff agencies) and all other individuals (Soldiers, Civilians, Retirees, Family Members, Veterans, and Contractors) who are eligible to receive garrison provided services. Q4: What are the services being rated, and why? A: Primarily services being rated are those that have a customer service component (e.g., MWR facilities, housing, Military Personnel Services and transportation) and those services that affect the work/life balance of community members. The results of the assessment provide the Garrison with the tools to determine how well services are being provided from the perspective of a Leader and constituent. Q7: What happens to the Customer Service Assessment results? A: The results are released to the individual directorates to be analyzed to determine if change in customer service related policies and procedures is needed.
FORT HOOD CUSTOMER M ANAGEMENT SERVICES
Where the
Voice of the Customer Counts!
Q8: What is the web link for taking the assessment? A: You can access the Customer Service Assessment through the internet at http://www.myarmyvoice.org. Links will also be available through the Garrison and other Web sites. Q9: How long will it take to complete the survey? A: On average, the survey takes approximately 15 to 20 minutes. Q9: If I leave the survey, can I return later to complete it? A: Yes, a customer can come back to the survey if they cannot complete it in one sitting; however, they must copy the link and use the same link in order to complete the survey. Otherwise, they will have to start all over. Q9: Will deployed Soldiers and leaders be allowed to participate in this year’s survey? A: Yes, every effort will be taken to get the information on the survey to Soldiers and leaders who are deployed because their voice counts as well. Q9: Will services outside of the garrison be included on the survey? A: No, at this time the survey measures garrison services only. Q9: If we are not sure what the service is or what it does for us as a customer, how can we obtain this information? A: When a customer places the mouse over the title of the service, a definition will pop up that will explain what the service is.
Dale W. Cowan Customer Service Officer Customer Management Services Bldg 1001, W316, 761st Tank Battalion Ave Fort Hood, Texas 76544-5033 Commercial (254) 288-6260, DSN 738-6260; Cell: (254) 258-2744 hood.pao.cms@conus.army.mil
“Customer Service Assessment (CSA) Overview” Customers who live, work or do business at Fort Hood will have an annual opportunity to provide detailed feedback on all of the post’s services. The Annual Customer Service Assessment, which falls under Customer Management Services, is the Installation Management Command’s annual Army-wide program for collecting customer feedback and using the data to evaluate and improve the delivery of installation programs and services. The assessment is intended to answer the all important question affecting resource allocation in IMCOM- “What does it matter to Soldiers and to their Families?” The customers – Leaders, Soldiers, Family Members, Retirees, Veterans, Civilian employees and Contractors are afforded the opportunity to provide information about the importance of programs and services, as well as a rating how well the installation is providing services for them. The assessment is accessed from a Web link that will be published each time the survey is given. When individuals take the survey, they will be asked to provide demographic data that will automatically direct them to the appropriate assessment questions. In that way, Family Members or Retirees, for example, will not be asked to rate services like the Central Issue Facility or the Ammunition Supply Point – two services used by Soldiers and their Leaders. Within the survey, customers will be asked to rate service “performance” on a scale of 1 (very poor) to 5 (excellent), and “importance,” also on a scale of 1 to 5. The assessment will ask that all low ratings be explained so importance and performance issues can be clearly identified. Data provided by Commanders, Command Sergeants Major, First Sergeants, senior civilians, and senior staff will also be captured. They will also rate the “performance” and “importance” of installation services, but in relation to the accomplishment of their organization missions. This is a fantastic opportunity for Soldiers and their Families to directly affect how services are provided on Fort Hood and all customers will be able to rate how well the services they receive match their expectations. IMCOM and Fort Hood leaders can use this feedback to improve services, which should ultimately affect Soldier and Family quality of life.” (continued on next page)
Prior to every survey window, there will be a strong information push from multiple fronts – (newspaper, emails, flyers, and other approved Networking avenues). The more customers in each category who take the 15 to 20 minutes to complete the assessment, the more accurate and substantial the data collected. The data will be returned to the installation shortly after the survey window closes where it will be used to identify and document best practices and to develop plans for improvement in services where customer say there are issues. For more information about the upcoming Customer Service Assessment, call Dale Cowan, Customer Service Officer at 254-288-6260 or email at hood.pao.cms@conus.army.mil.
We want YOU to take the
Customer Service Assessment Survey!
FREQUENTLY ASKED QUESTIONS Each year the Customer Service Assessment survey is given, there tend to be some questions that arise on a frequent basis. As marketing efforts mature, communicating with Leadership and constituents will become extremely important as questions will arise. Lister below is a list of FAQs that will be helpful in preparing/providing the right answers to questions so that the Fort Hood community and Leadership will feel confident in taking the assessment. If you experience questions that you would like to share, please send to the POC on the front of this pamphlet. Q1: What is the CSA? A: The Customer Service Assessment is a web-based, diagnostic tool that allows IMCOM customers (supported organization leaders, Soldiers, Civilians, Retirees, Families, and Veterans) to tell us their perceptions of how our services are performing and how important our services are to their organizational mission accomplishment and individual needs. This is the only tool of its kind that asks installation leaders and individuals to provide direct feedback so Garrisons, Regions, and HQ IMCOM can analyze customer perceptions to ensure we are capturing the voice of the customer. Q2: Who administers the CSA? How often? A: The CSA is centrally administered by IMCOM on an annual basis through installation Customer Management Services program. More information on back