Navy Marine Corps Intranet (NMCI): Customer Satisfaction Program
NMCI Customer Satisfaction Surveys
The EDS NMCI Customer Satisfaction Team promotes survey awareness and participation among Navy and Marine Corps users. Survey results help EDS and the Department of the Navy (DoN) foster and develop better positive change strategies throughout the NMCI program.
EDS incorporates commercially accepted best practices into survey design to help ensure fact-based results. The EDS NMCI Customer Satisfaction Team collects survey data from all levels of the DoN and summarizes the data at the DoN level and, when possible, at the claimant and command level.
Individual survey responses are not shared with the individual's chain of command. Survey respondents may be contacted to participate in voluntary communications to clarify their responses so EDS can better understand the survey results. Reports are delivered to the DoN leadership each quarter. The DoN requires EDS to provide verifiable scores and conducts audits to confirm accuracy. The surveys have a 98 percent confidence interval - well above the 95 percent industry standard.
The Customer Satisfaction Team administers two types of surveys: the Quarterly Customer Satisfaction Survey and the Technical Support survey. The DoN administers the Navy Echelon II/Marine Corps Major Command Commanders and Network Operations Center Leaders surveys. Echelon II refers to Navy commanders.
Quarterly Customer Satisfaction Survey
The Customer Satisfaction Team administers the Quarterly Customer Satisfaction Survey, which gathers NMCI user feedback about the overall quality of EDS services. Users are eligible to participate in this survey when they've used applicable NMCI services for at least 45 days.
The survey is given to one-fourth of NMCI users each quarter, with the DoN receiving each quarter's survey results. All users are given the opportunity to participate in the survey once a year. This incremental methodology permits EDS and the DoN to observe customer satisfaction trends throughout the year and better respond with strategies for improving services.
Technical Support Surveys
The EDS NMCI Customer Satisfaction Team also conducts service surveys throughout the year to gather information on user satisfaction with NMCI technical support services.
Participants in the Technical Support survey are selected from a list of users who have closed service desk tickets. In other words, NMCI users with technical problems that the service desk resolved are eligible to participate in this survey.
The requested information is specific to the end user's experience with the service desk and, if applicable, with on-site technical support experience. Reports are provided to the DoN as well as to the NMCI service desks located in Norfolk, Va.; San Diego, Calif.; and Boise, Idaho. This information provides service desk and on-site support managers with specific feedback and guidance for their continuous improvement efforts.
Navy Echelon II/Marine Corps Major Command Commanders and Network Operations Center Leaders Surveys
Twice a year, the DoN conducts surveys to measure Navy and Marine Corps leaders' satisfaction with EDS' service delivery. The Echelon II/Marine Corps Major Command Commanders and Network Operations Center Leaders surveys provide leaders the opportunity to recommend and suggest additional NMCI contract requirements for addressing warfighters' information technology needs. The DoN reports the results to EDS.
With the customer satisfaction survey process, each customer's voice is used to ensure that the NMCI program moves forward in an environment of continuous improvement.