2015 Exchange Customer Satisfaction Survey

2015 Exchange Customer Satisfaction Survey

2015 Customer Satisfaction Survey

Our philosophy at The Exchange is simple - We want to be your first choice for shopping! The results of this
survey will let us know how we are doing and what we need to improve.

Please read the Agency Disclosure Notice, Privacy Act Statement, and Instructions before completing this
survey. While completing this survey please do not include any Personally Identifiable Information (PII)
within your responses.

Army & Air Force Exchange Service

OMB NO. 0702OMB approval expires
MMM DD, YYYY

Exchange Retail Sales Transaction Data
Customer Satisfactory Survey
(Read Agency Disclosure Notice, Privacy Act Statement, and Instructions before completing form.)

AGENCY DISCLOSURE NOTICE
The public reporting burden for this collection of information is estimated to average 3 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 estimate or any other aspect of this collection of information, including suggestions for
reducing the burden, to the Department of Defense, Washington Headquarters Services, Executive Services Directorate, Information
Management Division, 4800 Mark Center Drive, East Tower, Suite 02G09, Alexandria, VA 22350-3100 (0702-XXXX). 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 NOT RETURN YOUR RESPONSE TO THE ABOVE ADDRESS.
Responses should be sent to your local Exchange or to the Army and Air Force Exchange Service Business Development at 3911 S. Walton
Walker Blvd., Dallas, TX 75236-1598.

PRIVACY ACT STATEMENT
AUTHORITY: 10 U.S.C. 3013, Secretary of the Army; 10 U.S.C. 8013, Secretary of the Air Force; 10 U.S.C. 2481, Defense
Commissary and Exchange Systems: Existence and Purpose; and Army Regulation 215-8/Air Force Instruction 34-211(I), Army and
Air Force Exchange Service Operations; and E.O. 9397 (SSN), as amended.
PRINCIPAL PURPOSES(S): This survey collects information which will enable the Exchange to carry out its mission of enhancing
the quality of life for authorized patrons as well as obtaining aggregate patron demographic data for use in improving patron
shopping satisfaction.
ROUTINE USE(S): Your records may be disclosed outside of DoD pursuant to Title 5 U.S.C. §552a(b)(3) regarding DoD “Blanket
Routine Uses” published at http://dpcld.defense.gov/Privacy/SORNsIndex/BlanketRoutineUses.aspx. This includes disclosure to
contractors for improvement of Exchange programs, to incentive programs, and pursuant to 5 U.S.C. 552a(b)(12) to a consumer
reporting agency. In addition, records may be disclosed to Federal agencies, and state, local and territorial governments.
DISCLOSURE: Voluntary. The collection of data is triggered solely by the patron’s desire to provide feedback on his/her Exchange
shopping experience. Without this feedback, the Exchange would be unable to provide overall customer satisfaction.

INSTRUCTIONS

1.

Think about your last shopping experience at an Exchange facility when answering the questions on the survey.

2.

Questions are optional.

3.

To complete the survey, press the done button.

https://surveymonkey.com/MyExchSurvey

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2015 Exchange Customer Satisfaction Survey

2015 Customer Satisfaction Survey

Think about your most recent visit to the Exchange and rate your shopping experience.

* 1. Did we greet you?

Yes
No
NA
Please share with us any additional comments or suggestions.
Please do not include any Personally Identifiable Information (PII).

* 2. How friendly were our associates?

Extremely

Somewhat

Not
friendly (1)

2

3

4

friendly

friendly (5)

6

7

8

9

(10)

N/A

Please share with us any additional comments or suggestions.
Please do not include any Personally Identifiable Information (PII).

* 3. How clean was the store?

Not at all
clean (1)

2

3

Somewhat
4

clean (5)

6

7

8

Extremely
9

clean (10)

N/A

Please share with us any additional comments or suggestions.
Please do not include any Personally Identifiable Information (PII).

https://surveymonkey.com/MyExchSurvey

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2015 Exchange Customer Satisfaction Survey

* 4. How well organized was the store?

Not

Somewhat

Very

organized

organized

organized

at all (1)

2

3

4

(5)

6

7

8

9

(10)

N/A

Please share with us any additional comments or suggestions.
Please do not include any Personally Identifiable Information (PII).

* 5. How clean were our restrooms?

Not at all

clean (1)

2

3

Moderately
4

clean (5)

6

7

8

Very clean
9

(10)

N/A

Please share with us any additional comments or suggestions.
Please do not include any Personally Identifiable Information (PII).

* 6. How well stocked was our restroom (toilet paper, soap, paper towels)?

Well

Somewhat

Not
stocked (1)

2

3

4

stocked (5)

stocked
6

7

8

9

(10)

N/A

Please share with us any additional comments or suggestions.
Please do not include any Personally Identifiable Information (PII).

* 7. How knowledgeable were our associates in helping you with your purchase?

Not

Somewhat

Extremely

knowledgeable

knowledgeable

knowledgeable

(1)

2

3

4

(5)

6
9

7

8

(10)

N/A

Please share with us any additional comments or suggestions.
Please do not include any Personally Identifiable Information (PII).

https://surveymonkey.com/MyExchSurvey

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2015 Exchange Customer Satisfaction Survey

* 8. How well did the quality of our merchandise meet your expectations for the price?

Did not

Somewhat

meet

met quality

quality (1)

2

3

4

Met quality

(5)

6

7

8

9

(10)

N/A

Please share with us any additional comments or suggestions.
Please do not include any Personally Identifiable Information (PII).

* 9. How often does your Exchange have what you need?

Sometimes

Never (1)

2

3

4

(5)

6

7

8

Always
9

(10)

N/A

Please share with us any additional comments or suggestions.
Please do not include any Personally Identifiable Information (PII).

* 10. If you were not able to find what you needed/wanted at your Exchange, were you able to find it on
shopmyexchange.com?

Yes

No

Did not go to shopmyexchange.com

NA

Please share with us any additional comments or suggestions.
Please do not include any Personally Identifiable Information (PII).

* 11. Your wait time during check-out

Poor (1)

Average
2

3

4

(5)

6

7

8

Excellent
9

(10)

N/A

Please share with us any additional comments or suggestions.
Please do not include any Personally Identifiable Information (PII).

https://surveymonkey.com/MyExchSurvey

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2015 Exchange Customer Satisfaction Survey

* 12. Did our cashier thank you for shopping?

Yes
No
NA
Please share with us any additional comments or suggestions.
Please do not include any Personally Identifiable Information (PII).

* 13. How often do you shop your Exchange?

Daily
Weekly
Monthly
Other (please specify)

* 14. How likely are you to visit your Exchange again?

Not likely
(1)

2

3

Somewhat
4

likely (5)

6

7

8

Very likely
9

(10)

N/A

Please share with us any additional comments or suggestions.
Please do not include any Personally Identifiable Information (PII).

* 15. How satisfied were you with your overall shopping experience?

Very

Somewhat

Very

dissatisfied

satisfied

Satisfied

(1)

2

3

4

(5)

6

7

8

9

(10)

N/A

Please share with us any additional comments or suggestions.
Please do not include any Personally Identifiable Information (PII).

https://surveymonkey.com/MyExchSurvey

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2015 Exchange Customer Satisfaction Survey

* 16. How responsive have we been to answering your questions, concerns or issues?

Non

Somewhat

Very

responsive

responsive

responsive

(1)

2

3
4

(5)

6

7

8

9

(10)

N/A

Please share with us any additional comments or suggestions.
Please do not include any Personally Identifiable Information (PII).

17. We welcome any other comments and suggestions. Please give us your thoughts on possible service
improvements, merchandise selection, or simply tell us about a great recent experience you have had at
this Exchange. Please do not include any Personal Identifiable Information (PII).

https://surveymonkey.com/MyExchSurvey

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2015 Exchange Customer Satisfaction Survey

2015 Customer Satisfaction Survey

The next questions are optional. Your answers will help us help you.

18. Please enter your 5 or 9 digit zip code

19. Please select gender:

Female
Male

20. Your age range:
18 - 24
25 - 34
35 - 44

45 - 64
65+

21. Household size including yourself:

1

2

3

4+

22. Your branch of service

Army

Air Force
Navy
Marine
Other (please specify)

https://surveymonkey.com/MyExchSurvey

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2015 Exchange Customer Satisfaction Survey

23. Please enter the date from your receipt.

MM

DD

Date

YYYY

/

/

24. Please enter the transaction number, without spaces, from your receipt.

25. Please enter the store number from your receipt.

26. Select the Exchange you recently visited from the drop down list

https://surveymonkey.com/MyExchSurvey

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2015 Exchange Customer Satisfaction Survey

https://surveymonkey.com/MyExchSurvey

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