MCCS - News and Events

MCX Customer Satisfaction Remains Steady


Release Date: 2/2/2012

MCXHQMC (MR) QUANTICO, VA – The 2011 annual Marine Corps Exchange (MCX) Associate and Customer Satisfaction Surveys were conducted in 17 base Exchanges from 30 September to 15 October 2011. The Marine Corps Customer Satisfaction Index (CSI) remained steady at 78, while the Associate Satisfaction Index (ASI) declined 2 points to 71.
The Marine Corps Exchange began the yearly Corps-wide measurement of customer and associate satisfaction in 1999 to help identify areas for improvement, such as merchandise availability and selection, sales associate helpfulness and the overall MCX shopping experience. Very similar surveys are used by the other military Exchanges and civilian retail organizations to measure customer satisfaction.  Each year, MCX sets a score goal based on a three years average result.
This year, 5,113 MCX patrons were surveyed at 17 MCX locations. Customers completing a survey were presented with a $5 Marine Corps Community Services gift certificate as a token of appreciation for taking time to provide this valuable feedback.
According to Cindy Whitman Lacy, Chief Operating Officer, Semper Fit and Exchange Services Division, “Listening to the voice of the customer to improve the overall shopping experience is vital to the MCX mission of providing quality and competitively priced products and excellent customer service.   Improvements in the overall MCX score in key areas like merchandise assortment, merchandise availability, store layout and customer loyalty are all directly related to the MCX vision of delivering a great experience, curb to register. We are always looking for ways to improve in areas that impact the customers overall satisfaction with MCX.”
For additional information about the customer satisfaction survey contact your local exchange director or the survey project officer Jose Ver at 703-432-0334 or email:verj@usmc-mccs.org. ==

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