MEPS Customer Satisfaction Survey

Draft CSS

OMB #0704-XXXX, Expiration: May 2013

Customer Satisfaction Survey

Privacy Statement: Your participation in this survey is strictly voluntary. There is
no requirement to provide personal information. Unless you provide your name,
phone, email address or otherwise identify yourself in the text comments in the
survey, all information and comments will remain anonymous. If you have a
comment and do not provide a phone number or email address, there will be no
way of following up with you regarding the comment.
Help us improve the quality of the Military Entrance Processing Station (MEPS)
you are visiting today! The feedback you provide will give the United States
Military Entrance Processing Command (USMEPCOM) information about this
specific MEPS that will help us to better serve our customers, YOU! Your
participation in this survey is strictly voluntary. As guaranteed by the Privacy Act
any information you provide will be held in confidence. Your personal information
will only be used to contact you to follow-up on your comments or to ask you for
more information about your comments. Participating in this survey, or not, will in
no way reflect upon your ability or interest to enlist. This survey is not a data
source for military recruiters, services, or any person or organization other than
USMEPCOM and the Commanding Officer of this MEPS. It should take only 510 minutes to complete the full survey, please take the time to complete this
survey and help USMEPCOM improve the quality of your MEPS. We want to
provide you the best service possible!
Would you like to participate in USMEPCOM's Customer Satisfaction Survey?

 Yes
 No

The public reporting burden for this collection of information is estimated to
average five minutes per response, including the time for reviewing instructions,
searching existing data sources, gathering and maintaining the data needed, and
completing and reviewing the collection of information. Send comments
regarding this burden, including suggestions for reducing the burden, to the
Department of Defense, Washington Headquarters Services, Executive Services
Directorate, Information Management Division, 1155 Defense Pentagon,
Washington, DC 2031-1155 (XXXX) [Insert OMB Control Number]. Respondents
should be aware that notwithstanding any other provision of law, no person shall
be subject to any penalty for failing to comply with a collection of information if it
does not display a currently valid OMB control number. PLEASE DO NO
RETURN YOUR REPONSE TO THE ABOVE ADDRESS. Reponses should be
sent to: Headquarters, United States Military Entrance Processing Command
ATTN: Office of Strategic Planning and Transformation 2834 Green Bay Road
North Chicago, IL 60064-3094

Customer Satisfaction Survey
Instructions: Please answer all questions that pertain to your processing experience at the
MEPS.

At what MEPS are you taking this survey?
MEPS ____________________

Military Service you are processing for:
Military Service ____________________

Education Level:
High
School/GED
Demographics 

Some
College


Associates Bachelor's Master's
and higher




Gender:
Male Female

Demographics 

Age group:
17-19
years
old
Demographics 

20-22
years
old


23-26
years
old


27-30
years
old


31-34
years
old


35 years
and older


Customer Satisfaction Survey

1) What is your overall level of satisfaction of your MEPS visit?

Very
Satisfied Somewhat Somewhat Dissatisfied Very
Satisfied
Satisfied
Dissatisfied
Dissatisfied





Overall 
MEPS
Visit

Please provide specific comments about MEPS activities or anything
you feel should be brought to our attention:

______________________________________________________________
______________________________________________________________
______________________________________________________________

MEPS Facility

2) Did you feel secure in the MEPS facility?
 Yes
 No

If you did not feel secure, please explain why:
______________________________________________________________
______________________________________________________________
______________________________________________________________

What is your level of satisfaction in the following MEPS areas
concerning comfort and cleanliness?
SCALE
6 - Very Satisfied
5 - Satisfied
4 - Somewhat Satisfied
3 - Somewhat Dissatisfied
2 - Dissatisfied
1 - Very Dissatisfied
N/A - Not Applicable

Comfort
6

5

4

3

2

1

N/A

      
a) Control Desk
      
b) Fingerprinting Area
c) Aptitude Testing Room       











































6

a) Control Desk

b) Fingerprinting Area
c) Aptitude Testing Room 

d) Medical Area

e) Dining Room

f) Game Room

g) Waiting Areas

h) Overall

5









4









3









2









1









N/A









d) Medical Area
e) Dining Room
f) Game Room
g) Waiting Areas
h) Overall

Cleanliness

Please comment on specific items and provide examples by identifying
the letter designator for each area:

______________________________________________________________
______________________________________________________________
______________________________________________________________

MEPS Staff
3) What is your level of satisfaction with the MEPS Staff and
specific events?
NOTE: MEPS staff provide Medical, Testing, and/or Processing
activities. Service liaisons and/or recruiters are not MEPS staff.
SCALE
6 - Very Satisfied
5 - Satisfied
4 - Somewhat Satisfied
3 - Somewhat Dissatisfied
2 - Dissatisfied
1 - Very Dissatisfied
N/A - Not Applicable

a) Front/Control Desk Personnel
b) Aptitude Testing Personnel
c) Medical Personnel
d) Medical Exam/Physician
e) Travel Section Personnel
f) Commander's Welcome Brief
g) Aptitude Test Instructions
h) Medical Exam Briefing
i) Enlistment Interviews
j) Overall

6











5











4











3











2











1











N/A











If you experienced anyone who demonstrated outstanding customer
service or encountered anyone who presented unprofessional behavior,
please provide specific comments by identifying the letter designator for
each area (i.e., a, b, c...j).
______________________________________________________________
______________________________________________________________
______________________________________________________________

Customer Satisfaction Survey

4) Were you served a meal at the MEPS?
 Yes
 No

Meals at the MEPS
What is your level of satisfaction in the following areas
concerning your meal(s) at the MEPS?
SCALE
6 - Very Satisfied
5 - Satisfied
4 - Somewhat Satisfied
3 - Somewhat Dissatisfied
2 - Dissatisfied
1 - Very Dissatisfied
N/A - Not Applicable

6
a) Enough time to eat 

b) Variety

c) Quality

d) Beverages

e) Overall

5






4






3






2






1






N/A






Please provide specific comments about your meal by identifying the
letter designator for each area (i.e., a,b,c,d,e).
______________________________________________________________
______________________________________________________________
______________________________________________________________

Customer Satisfaction Survey

5) Did you stay at a lodging facility?
 Yes
 No

Lodging Facility
What is your level of satisfaction in each of the following areas
concerning the lodging facility?
SCALE
6 - Very Satisfied
5 - Satisfied
4 - Somewhat Satisfied
3 - Somewhat Dissatisfied
2 - Dissatisfied
1 - Very Dissatisfied
N/A - Not Applicable

6

a) Check-In

b) Check-Out

c) Cleanliness of Room

d) Comfort of Room

e) Recreation

f) Food Quality

g) Enough time for dinner
h) Enough time for breakfast 
i) Transportation to the MEPS 

j) Hotel Staff Attitude

k) Hotel Instructions

l) Overall

5













4













3













2













1













N/A













Please provide specific comments about any lodging area by identifying
the letter designator.
______________________________________________________________
______________________________________________________________
______________________________________________________________

6) Did you meet with a Service liaison/counselor?
 Yes
 No

Customer Satisfaction Survey

Service Liaison/Counselor at the MEPS
Yes No Not
Applicable

 

Were you given an opportunity to view “A Day at
MEPS" video?
If yes, did the video inform you of what to expect at 
the MEPS?
Did the Recruiter explain the MEPS process to you 
prior to your visit?









For the Service Liaison/Counselor area, what is your level of
satisfaction?
SCALE
6 - Very Satisfied
5 - Satisfied
4 - Somewhat Satisfied
3 - Somewhat Dissatisfied
2 - Dissatisfied
1 - Very Dissatisfied
N/A - Not Applicable

6

Comfort

Cleanliness
Staff Attitude 

Overall

5





4





3





2





1





N/A





Less
than
1/2
hour
How long did
you wait for the
service liaison
to find you a
job?



1/2
hour to
less
than 1
hour


1 hour
to less
than 1 ½
hours

1½
hours
to 2
hours

Over 2 Not
hours Applicable









Please provide comments regarding information that would have been
helpful prior to processing at the MEPS?
______________________________________________________________
______________________________________________________________
______________________________________________________________

Comments
Please list any comments about your MEPS experience that can
improve our service. For example, if you could make one change at the
MEPS, what would it be and why?

______________________________________________________________
______________________________________________________________
______________________________________________________________

If you would like a response to your comments, please enter your name,
phone number and/or email below. No other use of this personal
information authorized. Providing this information is entirely OPTIONAL.

Name:

___________________________________

Phone: ___________________________________

Email:

___________________________________

This survey allows the MEPS to assess its processes and improve
customer service. Your name, phone number and e-mail address will
be used only to send a response should you request one. Disclosure of
contact information is voluntary, however, to receive a response, you
must disclose contact information.

Please click on “Click Here to Submit” below and you will be
done.
After you click "submit, the survey will reset for the next person. Please
ask the next person to begin. Thank you.