Capturing customer feedback essential for improving service

  • Published
  • By 71st Flying Training Wing
  • Quality Assurance Standardization and Evaluation
VANCE AIR FORCE BASE, Okla. --  "You are all customers of contracted services, whether you realize it or not," said Lt. Col. William Browne, chief of 71st Flying Training Wing Quality Assurance Standardization and Evaluation, addressing the active duty, Reserve, Guard, civilian and family members which make up Team Vance. "Capturing customer feedback is central to improving services at Vance, both for the government and for the contractor," he said.

There are three ways to provide feedback. The first is a customer comment card available wherever the contractor, CSC Applied Technologies LLC, provides a service.

"The comment card has several questions about the service received and asks you to rate the service from one to five," said Patty Tyson, chief quality assurance evaluator for the Wing. "One is poor service and five is outstanding service."

The second method of feedback is the Quality Management Information System. QMIS is a database server that collects the same information as the comment card. QMIS is available at the Air Force Portal Vance page under the "Unique to Us" tab.

"Pilots are required to submit feedback after each flight," said Ms. Tyson. "However, we need to hear from the rest of the contract customers at Vance as well," she said.

The third method of providing customer feedback is calling a quality assurance evaluator. They are government employees who monitor the service provided by the contractor, making sure the requirements of the contract are being fulfilled. And equally important, they make sure customers aren't asking for more than the contract requires.

A list of QAEs, their areas of concern and contact information is available on the base network. Call 213-5219 for the location.

It is important to give as much detail as possible about the received service. For instance, if one gives the service provider a low score, detailed comments should be provided so the service provider and QAE may investigate the issue.

When answering the provided questions, it is important to answer every question. If the answer to one question is missing, the entire feedback will not be counted for an overall score.

"If you would like the service provider or a QAE to contact you, check that box and leave your name and telephone number," said Ms. Tyson. "We are very interested in your feedback. It allows the service provider to adjust programs or educate employees as required."

Each section of the contract is held to a specific score ranging between 3 and 4.25 out of five. This score is how the contractor is evaluated and is very important in regard to contract compliance.

"All of Team Vance is encouraged to give customer feedback, whether you wear a uniform or not," said Ms. Tyson. "It provides insight on customer expectations and behavior. Without it, we cannot get better. So to help us improve service across Vance, take a minute to give your opinion. We appreciate it," she said.