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Author:
Publisher:
ISBN:
Category :
Languages : en
Pages : 49
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Book Description
The Defense Technical Information Center (DTIC) has surveyed its registered customers since FY 1999. There are two surveys conducted yearly: Customer Satisfaction Survey. A complete sampling (census) method of all users was used excluding the following: DTIC employees, Air Force Materiel Command (AFMC) personnel, Small Business Innovative Research (SBIR), foreign or overseas users and users identified as Top 200. Surveys were conducted in FY 1999 through FY 2003. Top 200 Users. Roughly 200 users defined in terms of dollar value of billing, number of documents ordered, and downloads from Secure STINET. All 200+ users were surveyed. Surveys were conducted in FY 2000 through FY 2003. A combined Annual Survey Composite Data Report was developed in FY 2001 and FY 2002. An analysis highlighting differences between the two surveys is planned for FY 2003. The DTIC Performance Report, sent to the Defense Information Systems Agency (DISA), contains a report on overall customer satisfaction. This is derived from the Annual Survey Composite Data Report and reflects data from both the Top 200 Users Survey and the Customer Satisfaction (CS) survey.
Author:
Publisher:
ISBN:
Category :
Languages : en
Pages : 49
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Book Description
The Defense Technical Information Center (DTIC) has surveyed its registered customers since FY 1999. There are two surveys conducted yearly: Customer Satisfaction Survey. A complete sampling (census) method of all users was used excluding the following: DTIC employees, Air Force Materiel Command (AFMC) personnel, Small Business Innovative Research (SBIR), foreign or overseas users and users identified as Top 200. Surveys were conducted in FY 1999 through FY 2003. Top 200 Users. Roughly 200 users defined in terms of dollar value of billing, number of documents ordered, and downloads from Secure STINET. All 200+ users were surveyed. Surveys were conducted in FY 2000 through FY 2003. A combined Annual Survey Composite Data Report was developed in FY 2001 and FY 2002. An analysis highlighting differences between the two surveys is planned for FY 2003. The DTIC Performance Report, sent to the Defense Information Systems Agency (DISA), contains a report on overall customer satisfaction. This is derived from the Annual Survey Composite Data Report and reflects data from both the Top 200 Users Survey and the Customer Satisfaction (CS) survey.
Author:
Publisher:
ISBN:
Category :
Languages : en
Pages : 54
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Book Description
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).
Author:
Publisher:
ISBN:
Category :
Languages : en
Pages : 49
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Book Description
The Defense Technical Information Center (DTIC) has surveyed its registered customers since 1999. There are two surveys conducted yearly: Top 200 Users. Roughly 200 users defined in terms of dollar value of billing, number of documents ordered, and downloads from Secure STINET. All 200+ users were surveyed. Surveys were conducted from FY 2000 through FY 2003. Customer Satisfaction Survey. A random sample of all users not included in the Top 200 Survey. Surveys were conducted in FY 1999, FY 2001, and FY 2002 and will be conducted in FY 2003. A combined Annual Survey Composite Data Report was developed in FY 2001 and FY 2002. A similar report is planned for FY 2003. The DTIC Performance Report, sent to the Defense Information Systems Agency (DISA), contains a report on overall customer satisfaction. This is derived from the Annual Survey Composite Data Report and reflects data from both the Top 200 Users Survey and the Customer Satisfaction Survey.
Author:
Publisher:
ISBN:
Category :
Languages : en
Pages : 31
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Book Description
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.
Author: Information Today, Incorporated
Publisher: Information Today
ISBN: 9781573871938
Category : Language Arts & Disciplines
Languages : en
Pages : 840
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Book Description
As an on-the-job answer book, a statistical information resource, a planning and research guide, and a directory and calendar, The Bowker Annual Library and Book Trade Almanac 2004 delivers the hard-to-find industry news and information you need. This acclaimed must-have resource provides the following: Expert reviews of the key trends, events, and developments that will influence your work in 2004 and the years to come Clear explanations of new legislation and changes in funding programs-and how this will affect libraries Definitive statistics on book prices, numbers of books published, library expenditures, average salaries, and other budget-crunching assistance A full calendar of events, key organizations, names and numbers of important individuals (including e-mail addresses and fax numbers), and much more This fully updated reference tool makes it easy to stay on top of the developments that affect libraries, booksellers, and publishers alike-and to find fast answers to the countless on-the-job questions you encounter.
Author:
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ISBN:
Category :
Languages : en
Pages : 15
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Book Description
The Defense Technical Information Center (DTIC) has surveyed its registered customers since 1999. Two surveys are conducted: Customer Satisfaction Survey (CSS). A random sample of all users not included in the Top 200 Survey. Surveys were conducted in FY 1999, FY 2001 and FY 2002. The top 200 Users were defined in terms of the dollar value of billing, number of documents ordered, and downloads from Secure STINET. All 200 users are surveyed. Surveys were conducted in FY 2000, FY 2001 and FY 2002. The DTIC Performance Report to the Defense Information Systems Agency (DISA) contains a report on overall customer satisfaction. This is derived from the Annual Survey Composite Data Report and reflects data from both the Top 200 Users Survey and the Customer Satisfaction Survey.
Author:
Publisher:
ISBN:
Category : Aeronautics
Languages : en
Pages : 652
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Book Description
Author: Lori Thurgood
Publisher:
ISBN:
Category : Consumer satisfaction
Languages : en
Pages : 124
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Book Description
Author: Kim Newcombe
Publisher:
ISBN:
Category :
Languages : en
Pages : 77
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Book Description
Author:
Publisher:
ISBN:
Category :
Languages : en
Pages : 22
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Book Description
Knowledge is the fuel that drives today's global information technology businesses. Therefore, our continued success or failure depends on our ability to learn what our customers really want and need. To successfully achieve this purpose, it is imperative that we gain a "customer-valued" perspective of how well we are doing in meeting customer expectations. In other words, do we provide the kind of products, services and customer care that compels customers to choose us rather than other available sources? To ensure that we gain this requisite knowledge, the 2001 Customer Satisfaction Survey, Part 1 of the two part survey process, was specifically designed to meet the following knowledge objectives: - To improve customer relations - To determine the quality of customer care and support - To track the effects of change in product and service quality - To indicate staff and process strengths and weaknesses - To determine the perceived quality of products, services and web pages.
