Author:
Publisher:
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 :
Languages : en
Pages : 33
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Book Description
The Defense Technical Information Center (DTIC) has surveyed its registered customers since 1999. There are two surveys conducted: Top 200 Users. 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 Customer Satisfaction Survey was a random sample of all users not included in the Top 200 Survey. Surveys were conducted in FY 1999, FY 2001 and FY 2002. In FY 2001, selected data elements from both surveys were combined into the 2001 Annual Survey Composite Data Report. A similar combined report is planned for 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 :
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:
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ISBN:
Category :
Languages : en
Pages : 23
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Book Description
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, we surveyed both the general user population (Part 1) and our Top 200 core users (Part 2) . Roth surveys were specifically designed to meet the following knowledge objectives: - To improve customer retention - To determine the quality of customer care and support - To track the effects of change in product and service quality - To indicate trends in products, services and customer care - To determine the perceived quality of products, services and web pages - To benchmark our quality results with other federal government agencies.
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 : 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:
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ISBN:
Category :
Languages : en
Pages : 19
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Book Description
Our continued success or failure depends on really knowing our customers, especially our core customers. Why? Core customers represent the single best source for our continued growth. To put this into perspective, look at the core customers' impact on UTIC's FY 2000 business results. Core ETIC users accounted for 86 percent of all document orders, 86 percent of total billing and 48 percent of all full-text downloads. To successfully achieve this important purpose, it is imperative that we gain a "customer-valued" perspective of how well we are meeting their expectations. In other words, do we provide the kind of products, services and customer care that compels our core customers to remain loyal clients rather than seeking other available sources? The Top 200 User Survey (Part II of the annual survey process) was specifically designed not only to collect critical customer satisfaction data, but also to meet the following objectives: - Improve customer retention - Determine the quality of customer care and support - Track the effects of change in product and service quality - Indicate trends in product, service and customer care - Determine the quality of products, services and web pages.
Author:
Publisher:
ISBN:
Category :
Languages : en
Pages : 53
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Book Description
In FY 2004 the Defense Technical Information Center (DTIC) conducted the Top 200 Users Survey. This survey has been administered annually by the Proactive Customer Advocacy Program (PROCAP) since 1999 to gather input from core users about DTIC's products and services that influence customer satisfaction. The overall objective of this survey is to gain a strong understanding of how well DTIC's products and services are meeting the customers' needs and expectations. This report summarizes the results of the 2004 Top 200 Users Survey and identifies historical trends for selected questions when appropriate. Collectively, the report allows us to evaluate and work towards the following specific objectives: To improve customer retention; To determine the perceived quality of products, service and customer care; To indicate trends in products, services and customer care; To benchmark our customer satisfaction results with other federal government agencies.
Author: Nigel Hill
Publisher: The Leadership Factor
ISBN: 0955416116
Category : Consumer satisfaction
Languages : en
Pages : 322
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Book Description
This book does a tremendous job of bringing to life customer satisfaction and its significance to modern businesses. The numerous examples contained within the book's pages have proved a fresh and continuous source of inspiration and expertise as I work with my organisation in helping them understand why we should do what matters most to our customers and the lasting effect such actions will have on both our customer loyalty and retention. The authors are to be commended.
Author: Luigi Dell ́Olio
Publisher: Elsevier
ISBN: 0081022794
Category : Transportation
Languages : en
Pages : 244
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Book Description
Public Transportation Quality of Service: Factors, Models, and Applications is the first book to help researchers better understand the contributing factors that can improve public transportation perception among users. The book compiles in one place metrics currently dispersed in journal articles, government publications and book chapters. It critically analyzes currently available modeling methodologies such as the Ordered Logit/Probit model and Models of Structural Equations, highlighting their advantages and disadvantages. The book addresses models of desired quality, including the views of users and non-users, discussing the gap between desired and perceived quality. The book also examines data mining approaches such as decision trees and neural networks, showing how to involve the public in the decision-making process to create policies that encourage public transport demand. Measuring passenger’s views on public transportation is of critical concern to promote wider transit use in cities around the world. Includes insights from both theoretical and practical points of view for both researchers and practitioners Features case studies in each chapter that apply models discussed Helps readers develop and design their own studies for measuring quality of service Shows how to include perceived quality in contracts Provides access to the survey formulas and data to better enable implementation of models
