1.  Establish the Customer Satisfaction Survey Management Infrastructure. 

    1.1.  It is DCMA policy to solicit feedback from external customers (DoD, civilian Agency and contractor personnel) via the External Customer Satisfaction Survey; initiate appropriate corrective action upon receipt of a negative survey and/or in the event of negative trends; and recognize employees who receive positive feedback.  Web-based External Customer Satisfaction Surveys provide one measure of the overall health of the Agency for reporting in accordance with Government Performance and Results Act to the Board of Directors and OSD Performance Contract.  They also measure satisfaction and importance of individual products and services on a transaction basis.  Additionally, they provide actionable feedback regarding customer complaints and concerns that must be addressed within the Agency.  Survey access is widely available as a link on the DCMA home page, on product transmittal documents and emails to external customers, and in IT applications used by external customers.
    1.2.  The HQ Policy POC manages the policy, tools and training associated with the External Customer Satisfaction Survey system.  The HQ Policy POC reports on Agency satisfaction ratings and trends to HQ Management Reviews and provides data annually through DCMA-FB to support OMB's Program Assessment Rating Tool (PART) IAW GPRA.
    1.3.  The Division Customer Management Specialist (CMS) manages and coordinates implementation of the policies and procedures of the External Customer Satisfaction Survey processes and reviews surveys pertaining to the Division to assure timely responses and acceptable corrective action.
    1.4.  Primary Contract Management Office (CMO) Commanders and Center Directors appoint a CMO/Center Customer Satisfaction Administrator and alternate (via IWAM) to manage and process External Customer Satisfaction Surveys.  The Administrator is responsible for coordinating/documenting corrective action, as needed, for web-based external Customer Satisfaction Surveys.  Primary CMOs and Centers will have a documented process for managing external Customer Satisfaction Surveys which includes adequate corrective action.

2.  Gather Feedback from the External Customer Satisfaction Survey

    2.1.  DCMA employees should encourage external customer feedback for their products and services via the Web-based External Customer Satisfaction Survey.  Each DCMA employee will include the following statement in a cover letter or email accompanying all product transmittal documents or in an email after providing a service (i.e., Acquisition Planning Support Services (APSS) or IPT Pricing): 

"DCMA appreciates your feedback.  Please complete a brief survey at http://pubapp.dcma.mil/CustSat/main.jsp to help us better support your needs."  

    2.2.  DCMA HQ, Divisions, CMOs and Centers will use data from the web-based External Customer Satisfaction Survey as a primary indicator of external customers satisfaction.  CMOs and Centers will not distribute locally-developed surveys to external customers.  External Customer Satisfaction Surveys provide important tactical information about the external customer's overall level of satisfaction with a particular product or service.  They are objective in nature, pertain to key DCMA products and services, and are obtained from customers' functional managers directly involved in contract management processes.  They measure the quality of information (accurate and complete), meeting schedule needs (timely), employee attitude (professional/courtesy) and importance (impact on your job).  This tool offers ALL external customers the opportunity to comment on satisfaction and importance of DCMA products and services or to submit general non-product specific feedback.
    2.3.  The Customer Satisfaction Survey is used to pinpoint specific areas of external customer satisfaction/dissatisfaction with DCMA products and services at the transaction level, i.e., where the products and services are produced on a daily basis. Wed-based External Customer Satisfaction Surveys address the following products and services:

Acquisition Planning Support

Acquisition Planning Strategy Support (APSS)

Pre-Award Survey

Small Business

Major Program Support

Earned Value Management Analysis

Program  Integration

Industrial Analysis

Engineering & Technical Performance Support

Software Support

Deficiency Reports (i.e. PQDRs)

First Article Tests

Request for Waiver/Deviation

Delivery Results Support

Delivery Schedule Management (DSM)    

Readiness Support 

Contract Support

Pricing Support

Technical Analysis

Canceling Funds

Contract Closeout Support

Aircraft Operations Support

General Flight Operations Support

Other

Overall DCMA Support

    2.4.  The External Customer Satisfaction Survey is intended to capture feedback regarding contract management support from external customers (DoD, civilian agencies and contractors).  It is not intended to capture feedback from DCMA employees.  DCMA employees use the Internal Employee Feedback Tool for feedback via https://home.dcma.mil/dcma-ds/feedback_employee.htm.  The HQ Policy POC will delete surveys from DCMA employees.

3.  Process External Customer Satisfaction Surveys

    3.1.  After a customer completes the survey, it is automatically submitted to the e-Tools Customer Satisfaction application.  The CMO/Center Customer Satisfaction Administrator and alternate receive an email alert when a customer submits a survey for their organization.  The CMO/Center Customer Satisfaction Survey Administrator will promptly open the survey and take appropriate action.  If the survey contains positive feedback (overall satisfaction rating of 5 or 6 and/or complimentary narrative) regarding an employee, the Administrator will forward the survey to the employee and their supervisor.  If the External Customer Satisfaction Survey includes a ratings of 4, 5 or 6, and there are no negative comments, the CMO/Center Customer Satisfaction Administrator may close the record immediately following appropriate notification to a recognized employee and their supervisor.
    3.2.  If an External Customer Satisfaction Survey rating is 3 or below on questions 1- 4, or there are negative comments, the CMO/Center Customer Satisfaction Administrator will inform the CMO/Center Commander and Technical Group Manager and supervisor; coordinate corrective action with the appropriate functional specialist; document follow-up actions in the e-Tools Customer Satisfaction file; assure resolution is completed; and then close the record.  CMOs/Centers initiate resolution within 5 working days and should close surveys within 30 days.  When corrective action/closure will take a significant amount of time, the CMO/Center periodically enters the survey record and annotates status in the CMO Action field.
    3.3.  If the External Customer Satisfaction Survey is incorrectly attributed to your CMO/Center, notify the HQ Policy POC to reassign the survey to the correct CMO/Center.  CMO/Center Customer Satisfaction Administrators are empowered to manage their web-based external customer satisfaction surveys.  They must open, review, document corrective action (when a survey rating is 3 or below on questions 1-4) and close customer-generated surveys.  They must assure current, complete and accurate data regarding their surveys resides in the Customer Satisfaction database.  They will also disseminate customer feedback information CMO/Center-wide via summary reports to help promote continuous improvement.  The External Customer Satisfaction Survey is a powerful tool for collecting, assessing, and measuring the degree of customer satisfaction with the products that we provide. 

4.  Monitor External Customer Satisfaction Results and Corrective Action

    4.1.  The HQ Policy POC will assure availability of reports/data cubes/ad hoc queries regarding customer satisfaction ratings and trends for DCMA organizations and products/services.  The HQ Policy POC reports on Agency satisfaction ratings and trends to HQ Management Reviews and provides data annually through DCMA-FB to support OMB's Program Assessment Rating Tool (PART) IAW GPRA.
    4.2.  The Division CMS will review surveys pertaining to the Division, as a minimum on a monthly basis, to assure timely responses and acceptable corrective action.  Each Division CMS will analyze External Customer Satisfaction survey data to assess customer satisfaction with Division performance. The objective is to gain insight, from the external customer's perspective, on what the Agency doing right or wrong, what is working or not working, as well as specific problems or issues which may be identified and resolved.  The Division CMS will monitor timely corrective action with the respective DCMA field offices in cases where ratings do not meet required performance levels.  Follow-up to ensure customer concerns are addressed in a timely fashion is critical to assuring and maintaining good customer relations.  When the Division CMS determines that the corrective action is incomplete or untimely, the CMS will take immediate action is taken to remedy the situation with the respective CMO/Center.
    4.3.  Customer Liaison Representatives (CLRs) assigned to buying activities can help resolve customer issues and can remind customers about the survey link.  CMOs/Centers manage resolution of individual web-based surveys, and they may request CLR assistance.  CLRs should defer to CMOs/Centers in investigating and resolving individual surveys and should coordinate any actions related to an individual survey with the CMO/Center.  As a courtesy, CMOs/Centers should notify the CLR regarding significant customer satisfaction issues at their buying activity.  CLRs are in a good position to review all surveys from their buying activity to look for issues that cross CMO/Division/Center lines and to monitor satisfaction trends.  CLRs will collaboratively assist and take appropriate action to resolve negative trends that cross CMO lines.  CLRs should contact the appropriate Division staff to report recurring problems regarding a specific product or service.
    4.4.  The Agency's goal is to maintain an average rating for customer satisfaction of 5 or greater for 90% of the total number of customers surveyed (via web-based customer satisfaction surveys).  Poor survey ratings require timely, positive corrective action.  The Division CMS will monitor overall customer satisfaction levels within their Division, determine the root cause(s) of customer dissatisfaction on systemic issues, and direct adequate corrective action, as required, by the appropriate CMOs/Centers.  Customer issues or problems which relate to DCMA policy will be referred to the HQ Policy POC for resolution.

• Government Performance and Results Act of 1993 (GPRA)  Section 2(b)(3)

• Process Indicator/s:
  • External Customer Satisfaction Survey Rating
• Workload Indicator/s:
  • TBD
• Resource Indicator/s:
  • TBD
• Supplier Indicator/s:
  • N/A

• PLAS Process code:  004

• Customer Satisfaction Survey e-Tools Application