Original Date: 04/07/1997
Revision Date: 04/14/2003
Information : Customer Survey Feedback Form
rock Island Arsenal’s (RIA’s) Directorate of Industrial Operations delivers basic items of issue (BII) and tool sets which logistically support the Army soldiers and fielded equipment. Since the early 1980s, a customer feedback form has been sent out with all tool sets and BII deliveries. This form asks for suggestions, complaints, and favorable comments which can be used to improve the logistics materials provided by RIA. The forms were returned to the Quality Assurance organization which addressed problems needing correction. Positive feedback or comments on what was working well did not generally flow back through the Industrial Operations Directorate.
RIA is in the process of expanding and improving this customer feedback mechanism. The form used for BII and tool sets is in the final stages of revision, and will be returned directly to the Industrial Operations Directorate. This will provide more complete feedback to those most closely involved with the product and will also enable a deeper look into trends or generic problem areas rather than only addressing each individual response. A new feedback format has been established for customized tool kits. This format asks for similar information, but establishes additional response methods through use of data fax and electronic mail. It also commits to a five to seven day response to feedback received. This is a new program, and telephone follow-up calls to the initial questionnaire are planned to determine if it is well received. The program also provides the basis for creating a master file to enable a generic look at products and processes as well as at each individual response.
Customer feedback mechanisms are essential for identifying problems, letting customers know an organization stands behind its products, and creating customer satisfaction. RIA has developed an effective mechanism for obtaining feedback and is continuously looking for ways to make this feedback process more effective.
For more information see the
Point of Contact for this survey.