MARINE CORPS AIR STATION IWAKUNI, Japan -- Marine Corps Community Services conducts an annual customer satisfaction survey to learn what it is doing right, what it is doing wrong and how it can do better to improve quality of life here.
“The results for this year’s survey have come back very positive,” said K.C. Rich, MCCS public affairs specialist. “All the comments we received through the survey, both good and bad, gave us good insight into how we can further improve quality of life here.”
The survey was created by MCCS Iwakuni and modeled after the Customer Satisfaction Index or CSI, which is administered by Headquarters Marine Corps once a year at different Marine Corps installations.
“We created our own survey to further serve the community here and to be proactive about our customer satisfaction,” said Rich.
More than 300 people responded to the MCCS customer service satisfaction survey, which was administered online and through written-forms beginning in September.
The majority of respondents were service members, followed by spouses and civilians.
The results showed 85 percent of respondents were either satisfied or very satisfied with MCCS overall. Approximately 91 percent of respondents were satisfied or very satisfied with the food court, making it the highest rated in overall satisfaction.
The survey also asked people’s opinions on MCCS facilities here. Club Iwakuni was rated to have the best facilities, with 96 percent stating they were satisfied or very satisfied with Club Iwakuni.
“It is through community involvement that we are able to make changes,” said Rich. “For instance, the station used to not have a coffee shop, but enough people requested one that MCCS jumped all the hurdles necessary to bring one to them.”
Based on the results of this most recent MCCS customer satisfaction survey, MCCS Iwakuni plans to take specific actions based on people’s comments and concerns.
“A new casual dining concept offering a new menu is soon to arrive to Club Iwakuni after the completion of current renovations,” said David N. Haigh, MCCS Director. “Also, a significant renovation of the Monzen Lodge will be done this year to offer a better home away from home for incoming and outgoing station residents.”
Those who were not able to participate in this latest MCCS customer service satisfaction survey can still make their voice heard by visiting the MCCS Iwakuni Web site at www.mccsiwakuni.com and then clicking on the ICE link.