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FORT LEE, Va. -- In an annual survey conducted by the Defense Commissary Agency (DeCA) here, consumer respondents reported increased levels of customer satisfaction, rating the commissary retailer at 4.61 out of 5 -- the highest such score so far received by the agency.
"Of all the numbers we use to track our effectiveness, these results mean the most because they come straight from our customers," said DeCA director Patrick B. Nixon in a statement. "Through this survey, our customers are saying that we deliver a premier benefit, and that validates the hard work of the thousands of DeCA employees worldwide who have dedicated themselves to serving our military and their families."
The score marks a 0.06-point increase from the 2005 survey.
DeCA conducted "The Fiscal 2006 Commissary Customer Service Survey" starting June 6 at its commissaries around the world. For 10 consecutive days, three times a day, selected customers answered 14 questions designed to gauge all aspects of the shopping experience. The questions addressed savings and prices; store hours, decor and appearance; product quality, selection and availability; checkout procedures; and employee customer service.
The 21,480 responses were measured on a five-point rating scale, where 1 was "Very Poor," 2 was "Poor," 3 was "Average," 4 was "Good," and 5 was "Very Good," with the overall score an average of the 14 item scores.
All scores increased from last year's survey, with the top three "Courteous, friendly and helpful employees" at 4.77, "Overall satisfaction (How did we do?)" at 4.72, and "Entrance/sales area/restroom cleanliness" at 4.64, according to DeCA. The lowest item score, "Well-stocked, full shelves" at 4.48, was also the most improved over the 2005 score of 4.38, the agency noted.
DeCA operates a global chain of commissaries providing groceries to military personnel, retirees, and their families.