For release: 14 Nov 2007
Users Improve NMCI Service with Survey Input – Fourth Quarter Survey Results Reach Highest Level
Arlington, Virginia – Customer satisfaction among Navy Marine Corps Intranet (NMCI) users has reached its highest level in the history of the program, with an overall satisfaction rate of 83.8 percent. More than two-thirds of the satisfied users rated the program in the upper range of satisfaction.
The fourth-quarter fiscal year 2007 survey results continue the upward trend in customer satisfaction with an increase for the second consecutive quarter.
Responses from this quarter’s survey indicated that, in general, NMCI users are most satisfied with the professionalism of NMCI personnel on the service desk and from base operations. Written comments from NMCI users show that positive comments about the Service (Help) Desk experience out number negative comments by a 2-to-1 ratio.
Respondents were least satisfied with Outlook email performance, accessing authorized Web sites, log-on performance, and broadband remote access service (BuRAS).
“While email and log-on performance continue to be areas for improvement, more users are becoming increasingly satisfied with these services” said Col. Lyle Cross, acting program manager for NMCI. “We now have the capability to monitor performance across the network using the Enterprise Performance Management Database.” This database provides information which allows NMCI to improve the user experience with items such as enhanced Outlook performance, Exchange Active Directory and BlackBerry service.
The methodology of the NMCI customer satisfaction survey is based on a random, statistical sampling of users who are asked a series of questions that rate various topics on a ten-point scale. A detailed analysis of the latest results, which include more than 7,000 comments, indicate that of the 83.8 percent of satisfied users, 66 percent, gave the program a rating of seven or above on the ten-point scale.
“We are very pleased that continuous improvements to the NMCI network are being reflected in rising customer satisfaction scores,” said Doug Davis, vice president, EDS Navy and Marine Corps account. “It’s also gratifying to note that, once again, users have shown the highest satisfaction in their dealings with our help desk agents and local base operations.”
Improvement in customer satisfaction follows several initiatives in response to survey data, including the accelerated replacement of older workstations with new hardware and software, quicker logon and logoff times, better remote network access and upgrades to network storage.
“The NMCI Program relies on end-user surveys as a key input into continuous improvement programs,” said Cross. “I encourage everyone to participate in this survey as a method of communicating their requirements as we continue to improve service.”
The Navy Marine Corps Intranet (NMCI) delivers network and desktop management services to more than 660,000 Department of Navy personnel through a performance-based contract. NMCI is a registered trademark of the Department of Navy and part of the Program Executive Office for Enterprise Information Systems.
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