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2012 Fort Drum Customer Service Assessment- SOLDIERFort Drum is conducting a Customer Service Assessment which is utilized to capture and evaluate customer perceptions of services. We need your helpto tell us:
1) How well are we doing in providing you the programs and services that you use on Fort Drum?2) How important are the services to you as a member of the installation community?
Your participation in the assessment is a key component in assisting leadership in determining the way ahead to improve and continue programs andservices.
The Customer Service Assessment will take you less than 15 minutes to complete. If at any point during the survey you need to save your responsesand resume at a later time, please press the Save button at the bottom of your screen. You will be provided with a unique URL (link) that you must useto re-access your survey.
We greatly appreciate your time and candid responses. Expressing your views can make a difference here at Fort Drum.
DEMOGRAPHICS
Are you active duty military? Yes No
What command are you assigned to? 1 BCT 2 BCT
3 BCT 10 CAB
10 SBDE MEDDAC (To include WTU)
DENTAC 20 ASOS
HHBn USAG HHC
Other (please specify) ________________________________________________
How long have you been located at or near Fort Drum?
Less than 6 months Between 6 months and 12 months 1-2 years 2-3 years 3-4 years 4-5 years More than 5 years
Please select the position/title that most accurately describes your status/relationship with the military. This will direct you to the appropriateassessment:
Field Grade Officer (MAJ/04 and above) ; CPT/03 who is/has held Company Command; CW3-CW5Company Grade Officer (W01-CW2; 2LT/01-1LT/02; and CPT/03 who has not held Company Command)
Senior Noncommissioned Officer 1SG and SGM/CSM Senior Noncommissioned Officer- SFC or MSG (if you have already filled a position as a 1SG then please select the above option)Junior Noncommissioned Officer- SGT to SSG
Junior Enlisted- PVT to SPC/CPLNone of the Above
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PERFORMATCE AND IMPORTANCE OF SERVICES
Family Readiness Programs
Please rate the PERFORMANCE of each service using a 5-point scale from Excellent to Very Poor.Please rate the IMPORTANCE of each service on a 5-point scale where 5 = Very Important and 1 = Not Important.Please provide any constructive feedback you have on any of the services below in the Comments section.
PERFORMANCE
Very Poor Poor Ok Good Excellent No Experience orNot Applicable
Family Readiness Support Assistant (FRSA) Program Family Readiness Group (FRG)
IMPORTANCE
Very Poor Poor Ok Good Excellent No Experience orNot Applicable
Family Readiness Support Assistant (FRSA) Program Family Readiness Group (FRG)
COMMENTS
Family Readiness Support Assistant (FRSA) Program
Family Readiness Group (FRG)
Directorate of Human Resources- DHRPlease rate the PERFORMANCE of each service using a 5-point scale from Excellent to Very Poor.Please rate the IMPORTANCE of each service on a 5-point scale where 5 = Very Important and 1 = Not Important.Please provide any constructive feedback you have on any of the services below in the Comments section.
PERFORMANCE
Very Poor Poor Ok Good Excellent NoExperience orNot Applicable
Post-Transition Services (Separation, Retirement)
Individual Personnel Actions and Military Personnel Services toStudents/Trainees
Pre-Transition Services (eg. ACAP, SBP, Transition Assistance)
Personnel Processing Services (e.g., Records, Awards, NCO/OfficerPromotions, Reassignments)
Deployment Cycle Services
Casualty Operations
Personnel Services - DEERS/ID/CAC
Personnel Services (e.g., In/Out Processing)
Personal Mail Services in Unit
Risk Reduction Program (RRP)
Substance Abuse Prevention and Education (Military Personnel)
Military Bio-chemical Testing Services (Military Drug Test Screening)
Education Testing (GRE, GMAT, ACT, etc. through Education Center)
Post-Secondary Programs and Classes (Education Center)
Education Counseling (Education Center)
IMPORTANCE
1Not
Important
2Not as
Important
3Important
4More
Important
5Very
Important
NoExperience orNot Applicable
Post-Transition Services (Separation, Retirement)
Individual Personnel Actions and Military Personnel Services toStudents/Trainees
Pre-Transition Services (eg. ACAP, SBP, Transition Assistance)
Personnel Processing Services (e.g., Records, Awards, NCO/OfficerPromotions, Reassignments)
Deployment Cycle Services
Casualty Operations
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Personnel Services - DEERS/ID/CAC
Personnel Services (e.g., In/Out Processing)
Personal Mail Services in Unit
Risk Reduction Program (RRP)
Substance Abuse Prevention and Education (Military Personnel)
Military Bio-chemical Testing Services (Military Drug Test Screening)
Education Testing (GRE, GMAT, ACT, etc. through EducationCenter)
Post-Secondary Programs and Classes (Education Center)
Education Counseling (Education Center)
COMMENTS
Post-Transition Services (Separation, Retirement)
Individual Personnel Actions and Military Personnel Services toStudents/Trainees
Pre-Transition Services (eg. ACAP, SBP, Transition Assistance)
Personnel Processing Services (e.g., Records, Awards, NCO/OfficerPromotions, Reassignments)
Deployment Cycle Services
Casualty Operations
Personnel Services - DEERS/ID/CAC
Personnel Services (e.g., In/Out Processing)
Personal Mail Services in Unit
Risk Reduction Program (RRP)Substance Abuse Prevention and Education (Military Personnel)
Military Bio-chemical Testing Services (Military Drug Test Screening)
Education Testing (GRE, GMAT, ACT, etc. through EducationCenter)
Post-Secondary Programs and Classes (Education Center)
Education Counseling (Education Center)
Directorate of Morale, Welfare and Recreation - DMWRPlease rate the PERFORMANCE of each service using a 5-point scale from Excellent to Very Poor.Please rate the IMPORTANCE of each service on a 5-point scale where 5 = Very Important and 1 = Not Important.Please provide any constructive feedback you have on any of the services below in the Comments section.
PERFORMANCE
Very Poor Poor Ok Good Excellent NoExperience orNot Applicable
Volunteer Programs to include AFAP, AFTB & Volunteer Coordinator (ACS)
Support for Wounded and Fallen Soldiers (SFAC & SOS)
Transition Support Services (ACS Financial, AER, Family MemberEmployment Assistance, and Relocation Readiness)
Personal & Family Life Readiness (EFMP/FAP/Sexual AssaultProgram/Victim Advocate)
Mobilization & Deployment Support (ACS Mob/Dep)
Community Information Services (ACS CIS)
Military Family Life Consultants (MFLC) Child Care Centers
Youth and School Aged Services Programs
Physical Fitness Facilities
Intramural Sports/Outdoor Facility Maintenance
Leisure Ticketing Services
Arts and Crafts Program
Automotive Skills Program (POV Auto Repair/Maintenance)
Outdoor Recreation Program
Community/Recreation Programs
Library/Information Services
Clubs, Food Beverage and Entertainment Programs
Bowling
Army Lodging Management
Better Opportunities for Single Soldiers (BOSS)
IMPORTANCE
1Not
2Not as
3Important
4More
5Very
NoExperience or
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Important Important Important Important Not Applicable
Volunteer Programs to include AFAP, AFTB & Volunteer Coordinator(ACS)
Support for Wounded and Fallen Soldiers (SFAC & SOS)
Transition Support Services (ACS Financial, AER, Family MemberEmployment Assistance, and Relocation Readiness)
Personal & Family Life Readiness (EFMP/FAP/Sexual AssaultProgram/Victim Advocate)
Mobilization & Deployment Support (ACS Mob/Dep)
Community Information Services (ACS CIS)
Military Family Life Consultants (MFLC)
Child Care Centers
Youth and School Aged Services Programs
Physical Fitness Facilities
Intramural Sports/Outdoor Facility Maintenance
Leisure Ticketing Services
Arts and Crafts Program
Automotive Skills Program (POV Auto Repair/Maintenance)
Outdoor Recreation Program
Community/Recreation Programs
Library/Information Services
Clubs, Food Beverage and Entertainment Programs
Bowling
Army Lodging Management
Better Opportunities for Single Soldiers (BOSS)
COMMENTS
Volunteer Programs to include AFAP, AFTB & Volunteer Coordinator (ACS)
Support for Wounded and Fallen Soldiers (SFAC & SOS)
Transition Support Services (ACS Financial, AER, Family MemberEmployment Assistance, and Relocation Readiness)
Personal & Family Life Readiness (EFMP/FAP/Sexual AssaultProgram/Victim Advocate)
Mobilization & Deployment Support (ACS Mob/Dep)
Community Information Services (ACS CIS)
Child Care Centers
Military Family Life Consultants (MFLC)
Youth and School Aged Services Programs
Physical Fitness Facilities
Intramural Sports/Outdoor Facility MaintenanceLeisure Ticketing Services
Arts and Crafts Program
Automotive Skills Program (POV Auto Repair/Maintenance)
Outdoor Recreation Program
Community/Recreation Programs
Library/Information Services
Clubs, Food Beverage and Entertainment Programs
Bowling
Army Lodging Management
Better Opportunities for Single Soldiers (BOSS)
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Directorate of Plans, Training, and Mobilization - DPTMSPlease rate the PERFORMANCE of each service using a 5-point scale from Excellent to Very Poor.Please rate the IMPORTANCE of each service on a 5-point scale where 5 = Very Important and 1 = Not Important.Please provide any constructive feedback you have on any of the services below in the Comments section.
PERFORMANCE
Very
Poor
Poor Ok Good Excellent No
Experience orNot Applicable
Security Education, Training and Awareness (SETA)
Personnel Security
Anti-Terrorism
Battle Command Training Center
Command & Control/IOC/Emergency Operations
Mobilization & Deployment Planning and Opns
Airfield Operations
Training Land Sustainment
Range Operations
Training Support Services
Visual Information Processes
IMPORTANCE
1
NotImportant
2
Not asImportant
3
Important
4
MoreImportant
5
VeryImportant
No
Experience orNot Applicable
Security Education, Training and Awareness (SETA)
Personnel Security
Anti-Terrorism
Battle Command Training Center
Command & Control/IOC/Emergency Operations
Mobilization & Deployment Planning and Opns
Airfield Operations
Training Land Sustainment
Range Operations
Training Support Services
Visual Information Processes
COMMENTS
Security Education, Training and Awareness (SETA)
Personnel Security
Anti-Terrorism
Battle Command Training Center
Command & Control/IOC/Emergency Operations
Mobilization & Deployment Planning and Opns
Airfield Operations
Training Land Sustainment
Range Operations
Training Support Services
Visual Information Processes
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Directorate of Logistics - DOLPlease rate the PERFORMANCE of each service using a 5-point scale from Excellent to Very Poor.Please rate the IMPORTANCE of each service on a 5-point scale where 5 = Very Important and 1 = Not Important.Please provide any constructive feedback you have on any of the services below in the Comments section.
PERFORMANCE
Very
Poor
Poor Ok Good Excellent No
Experience orNot Applicable
Ammunition Supply Services
Central Issue Facility (CIF) & OCIE (Organizational Clothing and IndividualEquipment)
Asset Management (Property Book, Installation Property, Operational Loads, etc.)
Material Maintenance Support (General Equip., Weapons, Combat Vehicle, etc.)
Personnel Movements and Travel Services (ITO)
Non-Tactical Vehicles (manage & provide general use)
Personal Property Moves
Logistical Deployment/Redeployment Support
Dining Facility Services (Attendants, Equipment, Facility Only)
Laundry Services (OCIE items & Linens)
IMPORTANCE
1
NotImportant
2
Not asImportant
3
Important
4
MoreImportant
5
VeryImportant
No
Experience orNot Applicable
Ammunition Supply Services
Central Issue Facility (CIF) & OCIE (Organizational Clothing andIndividual Equipment)
Asset Management (Property Book, Installation Property, OperationalLoads, etc.)
Material Maintenance Support (General Equip., Weapons, CombatVehicle, etc.)
Personnel Movements and Travel Services (ITO)
Non-Tactical Vehicles (manage & provide general use)
Personal Property Moves
Logistical Deployment/Redeployment Support
Dining Facility Services (Attendants, Equipment, Facility Only)
Laundry Services (OCIE items & Linens)
COMMENTSAmmunition Supply Services
Central Issue Facility (CIF) & OCIE (Organizational Clothing andIndividual Equipment)
Asset Management (Property Book, Installation Property, OperationalLoads, etc.)
Material Maintenance Support (General Equip., Weapons, CombatVehicle, etc.)
Personnel Movements and Travel Services (ITO)
Non-Tactical Vehicles (manage & provide general use)
Personal Property Moves
Logistical Deployment/Redeployment Support
Dining Facility Services (Attendants, Equipment, Facility Only)
Laundry Services (OCIE items & Linens)
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Directorate of Public Works - DPWPlease rate the PERFORMANCE of each service using a 5-point scale from Excellent to Very Poor.Please rate the IMPORTANCE of each service on a 5-point scale where 5 = Very Important and 1 = Not Important.Please provide any constructive feedback you have on any of the services below in the Comments section.
PERFORMANCE
Very
Poor
Poor Ok Good Excellent No
Experience orNot Applicable
Unaccompanied Personnel Housing (UPH- Barracks).
Management of Government Owned & Leased Housing
Privatized Housing Mgmt for Residential Communities Initiative (RCI)
Service Order and Maintenance for Privatized Housing Mgmt for ResidentialCommunities Initiative (RCI)
Provide Housing Services (Off-Post Housing)
Service Order and Preventive Maintenance (Non housing areas)
Indoor Pest Control (Non housing areas)
Outdoor Pest Control (Non housing areas)
Refuse Removal Services (Non housing areas)
Snow, Ice, and Sand Removal (Non housing areas)
Roads and Grounds (Non housing areas)
Electrical Services (Non housing areas)
Facilities Engineering Services
Custodial Services Provide Water for Mission Uses
IMPORTANCE
1Not
Important
2Not as
Important
3Important
4More
Important
5Very
Important
NoExperience orNot Applicable
Unaccompanied Personnel Housing (UPH- Barracks).
Management of Government Owned & Leased Housing
Privatized Housing Mgmt for Residential Communities Initiative (RCI)
Service Order and Maintenance for Privatized Housing Mgmt forResidential Communities Initiative (RCI)
Provide Housing Services (Off-Post Housing)
Service Order and Preventive Maintenance (Non housing areas)
Indoor Pest Control (Non housing areas)
Outdoor Pest Control (Non housing areas)
Refuse Removal Services (Non housing areas)
Snow, Ice, and Sand Removal (Non housing areas)
Roads and Grounds (Non housing areas)
Electrical Services (Non housing areas)
Facilities Engineering Services
Custodial Services
Provide Water for Mission Uses
COMMENTS
Unaccompanied Personnel Housing (UPH- Barracks).
Management of Government Owned & Leased Housing
Privatized Housing Mgmt for Residential Communities Initiative (RCI)
Service Order and Maintenance for Privatized Housing Mgmt forResidential Communities Initiative (RCI)
Provide Housing Services (Off-Post Housing)
Service Order and Preventive Maintenance (Non housing areas)
Indoor Pest Control (Non housing areas)
Outdoor Pest Control (Non housing areas)
Refuse Removal Services (Non housing areas)
Snow, Ice, and Sand Removal (Non housing areas)
Roads and Grounds (Non housing areas)
Electrical Services (Non housing areas)
Facilities Engineering Services
Custodial Services
Provide Water for Mission Uses
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Directorate of Emergency Services - DESPlease rate the PERFORMANCE of each service using a 5-point scale from Excellent to Very Poor.Please rate the IMPORTANCE of each service on a 5-point scale where 5 = Very Important and 1 = Not Important.Please provide any constructive feedback you have on any of the services below in the Comments section.
PERFORMANCE
Very
Poor
Poor Ok Good Excellent No
Experience orNot Applicable
Fire & Emergency Services Programs
Law Enforcement (LE) Operations
Physical Security Program (incl Installation Access)
IMPORTANCE
1Not
Important
2Not as
Important
3Important
4More
Important
5Very
Important
NoExperience orNot Applicable
Fire & Emergency Services Programs
Law Enforcement (LE) Operations
Physical Security Program (incl Installation Access)
COMMENTS
Fire & Emergency Services Programs
Law Enforcement (LE) OperationsPhysical Security Program (incl Installation Access)
Special Staff - Legal ServicesPlease rate the PERFORMANCE of each service using a 5-point scale from Excellent to Very Poor.Please rate the IMPORTANCE of each service on a 5-point scale where 5 = Very Important and 1 = Not Important.Please provide any constructive feedback you have on any of the services below in the Comments section.
PERFORMANCE
VeryPoor
Poor Ok Good Excellent NoExperience orNot Applicable
Administrative and Civil Law
Criminal Law & Discipline
Tax Assistance
Legal Assistance (except Tax Assistance) Claims Services
IMPORTANCE
1Not
Important
2Not as
Important
3Important
4More
Important
5Very
Important
NoExperience orNot Applicable
Administrative and Civil Law
Criminal Law & Discipline
Tax Assistance
Legal Assistance (except Tax Assistance)
Claims Services
COMMENTS
Administrative and Civil Law
Criminal Law & Discipline
Tax AssistanceLegal Assistance (except Tax Assistance)
Claims Services
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Special Staff - Religious ServicesPlease rate the PERFORMANCE of each service using a 5-point scale from Excellent to Very Poor.Please rate the IMPORTANCE of each service on a 5-point scale where 5 = Very Important and 1 = Not Important.Please provide any constructive feedback you have on any of the services below in the Comments section.
PERFORMANCE
Very Poor Poor Ok Good Excellent No Experience or
Not ApplicableReligious Services (Overall)
Family Support Programs (Alpha, AWANA, PWOC, MCCW, YouthActivities, PMOC, Spiritual Development Workshops) Add comments forspecific program(s) addressed
Religious Services PO Valley Chapel (Contemporary Worship Service,Islamic Prayer Room) Add comments for specific service addressed
Religious Services Riva Ridge Chapel (Liturgical Service, JewishService) Add comments for specific service addressed
Religious Services Main Post Chapel (Protestant Service - 0915)
Religious Services Main Post Chapel (Catholic Services - 1700 & 1100)
Religious Services Main Post Chapel (Gospel Services - 1230)
Religious Education Classes Main Post Chapel
Religious Services Division / MSE Level
Religious Services Brigade Level
Religious Services Battalion Level
IMPORTANCE
1Not
Important
2Not as
Important
3Important
4More
Important
5Very
Important
No Experience orNot Applicable
Religious Services (Overall)
Family Support Programs (Alpha, AWANA, PWOC, MCCW,Youth Activities, PMOC, Spiritual Development Workshops) Addcomments for specific program(s) addressed
Religious Services PO Valley Chapel (Contemporary WorshipService, Islamic Prayer Room) Add comments for specific serviceaddressed
Religious Services Riva Ridge Chapel (Liturgical Service, JewishService) Add comments for specific service addressed
Religious Services Main Post Chapel (Protestant Service - 0915)
Religious Services Main Post Chapel (Catholic Services - 1700 &
1100)
Religious Services Main Post Chapel (Gospel Services - 1230)
Religious Education Classes Main Post Chapel
Religious Services Division / MSE Level
Religious Services Brigade Level
Religious Services Battalion Level
COMMENTS
Religious Services (Overall)
Family Support Programs (Alpha, AWANA, PWOC, MCCW,Youth Activities, PMOC, Spiritual Development Workshops) Addcomments for specific program(s) addressed
Religious Services PO Valley Chapel (Contemporary WorshipService, Islamic Prayer Room) Add comments for specific serviceaddressed
Religious Services Riva Ridge Chapel (Liturgical Service, Jewish
Service) Add comments for specific service addressedReligious Services Main Post Chapel (Protestant Service - 0915)
Religious Services Main Post Chapel (Catholic Services - 1700 &1100)
Religious Services Main Post Chapel (Gospel Services - 1230)
Religious Education Classes Main Post Chapel
Religious Services Division / MSE Level
Religious Services Brigade Level
Religious Services Battalion Level
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Special Staff - Public Affairs Office PAOPlease rate the PERFORMANCE of each service using a 5-point scale from Excellent to Very Poor.Please rate the IMPORTANCE of each service on a 5-point scale where 5 = Very Important and 1 = Not Important.Please provide any constructive feedback you have on any of the services below in the Comments section.
PERFORMANCE
VeryPoor
Poor Ok Good Excellent No Experience orNot Applicable
Public Affairs Services (Post Newspaper, Social Media, Event Publicity,Information Campaigns, Installation Website)
IMPORTANCE
1Not
Important
2Not as
Important
3Important
4More
Important
5Very
Important
No Experience orNot Applicable
Public Affairs Services (Post Newspaper, Social Media, EventPublicity, Information Campaigns, Installation Website)
COMMENTS
Public Affairs Services (Post Newspaper, Social Media, EventPublicity, Information Campaigns, Installation Website)
Special Staff - Safety Office
Please rate the PERFORMANCE of each service using a 5-point scale from Excellent to Very Poor.Please rate the IMPORTANCE of each service on a 5-point scale where 5 = Very Important and 1 = Not Important.Please provide any constructive feedback you have on any of the services below in the Comments section.
PERFORMANCE
VeryPoor
Poor Ok Good Excellent No Experience orNot Applicable
Safety, Training & Education
IMPORTANCE
1Not
Important
2Not as
Important
3Important
4More
Important
5Very
Important
No Experience orNot Applicable
Safety, Training & Education
COMMENTS
Safety, Training & Education
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COMMUNICATION
Do you believe your garrison does an effective job of communicating to you the services/programs that are available?Not Effective at allSomewhat EffectiveEffective
Very EffectiveMost Effective
Select up to three of the most effective methods to communicate information to you about available services/programs:
Fort Drum WebsiteFort Drum MountaineerBriefings (Newcomer's Orientation, Community Updates, etc.)Fort Drum Information Town Hall/Public ForumEmail (Newsletters, Community Updates, Phantom Distribution, etc.)Flyers/Handouts at Service LocationsPaper Signs/Posters at Service LocationsElectronic Signs (Marquees) at Service LocationsSocial Networking Site (Facebook, Twitter, Flickr etc)Text Messages
If available, would you be willing to sign up to receive text messages from services you receive on Fort Drum notifying you of events, programs or alerts?YesNo
What is an acceptable time span for you to receive information prior to an event so that you can plan and participate?
6 weeks4 weeks1 week3 days24 hoursLess than 24 hours
What features are most important to you when you receive program and event information via email?
Very Important Marginally Important Not Important
Timeliness:
Clean/Concise:(i.e. No FWDs email treats, no scrolling to reach content)
Applicability:
Visually Interesting:(i.e. text as well as graphics and images)
Please return your completed survey to your FRSA. Thank you for your participation.
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