According to those responding to the most recent survey of Navy Marine Corps Intranet (NMCI) users, overall customer satisfaction ratings reached an all-time high of 87.5 percent in the second quarter of 2008, an increase of 1.3 percent from last quarter.
Second-quarter survey results included a number of milestones, all indicating that trends in end-user satisfaction continue to be strong:
- For the first time, the Manpower, Personnel, Training & Education (MPTE) command achieved an overall 90 percent satisfaction rating
- No site group scored less than 80 percent satisfaction, another first
- A total of five organizations scored more than 90 percent satisfaction each – they were:
- U.S. Marine Corps Logistics Command (LOGCOM)
- Navy Supply Systems Command (NAVSUP)
- Assistant for Administration, Office of the Under Secretary of the Navy (AAUSN)
- Manpower, Personnel, Training & Education (MPTE)
- Commander Navy Installations Command (CNIC)
- Nine organizations scored 85 percent end-user satisfaction or greater
Q208 marks the second time AAUSN has achieved greater than 90 percent satisfaction, and it marks the third quarter in a row that NAVSUP and CNIC have achieved this level of satisfaction.
“Most survey respondents are generally positive about the NMCI experience overall,” said Nate Paier, EDS NMCI Director of Customer Satisfaction.
“Tech Refresh continues to have a positive effect on end-user satisfaction, with an overall satisfaction score of 90.9 percent for Navy users with tech refreshed seats compared with 86.8 percent for those without,” Paier said. “Similarly, Marine Corps users with tech refreshed seats have a satisfaction rating of more than 90 percent versus those without scoring 83.6 percent.”
Tech Refresh Continuing
EDS continues to upgrade more than 10,000 desktop PCs and laptops each month, providing Sailors and Marines with faster and more capable machines. Tech Refresh is one of many initiatives EDS has under way aimed at increasing NMCI’s performance, security and reliability.
“Professionalism of Service Desk agents received the highest ratings, followed by professionalism of Local Base Operations. While Tech Refresh continues to have a positive effect on end-user satisfaction, performance areas that earned lower ratings include BuRAS (Broadband unclassified Remote Access Service), accessing authorized Web sites and Outlook e-mail,” said Paier.
“Overall we are pleased with the continuous upward trend in end-user satisfaction, but our teams remain intensely focused on improvement in our service and meeting the needs of the Navy and Marine Corps,” he said. “The end-user satisfaction surveys are one indicator that we are indeed meeting the needs of our clients.”
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