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Improving customer feedback program

Military service customers at eight judgmentally selected locations GAO visited had mixed views of the Defense Logistics Agency’s services— satisfied with aspects of routine service, such as the delivery time for routine parts, but dissatisfied with other areas, such as the detrimental impact that the agency’s service has had on their operations. Customers cited difficulties, for example, in getting critical weapons systems parts by the needed time. | United States General Accounting Office GAO Report to Congressional Committees September 2002 DEFENSE LOGISTICS Improving Customer Feedback Program Could Enhance DLA s Delivery of Services GAO-02-776 United States General Accounting Office September 2002 G A O TZ LAccountability Integrity-ÆReliability Highlights Why GAO Did This Study The Defense Logistics Agency supports America s military forces worldwide by supplying almost all consumable items from food to jet fuel that the military services need. The Floyd D. Spence Defense Authorization Act for Fiscal Year 2001 mandated that GAO conduct reviews of the agency including its relationship with its military service customers. For this report GAO determined 1 how customers perceive the quality of the agency s service 2 how useful its approaches are for obtaining customer feedback and 3 whether opportunities exist to enhance its initiatives for improving customer service. What GAO Recommends GAO recommends that the Secretary of Defense direct the Defense Logistics Agency along with the military services as appropriate to develop a comprehensive customer-feedback plan to better determine customer needs and solutions to the needs determine who its customers are and their needs and clarify guidance for customer representatives to help create a single face for customers. DOD generally concurred with GAO s recommendations and agreed that DLA needs to increase its focus on customer satisfaction. DEFENSE LOGISTICS Improving Customer Feedback Could Enhance DLA s Delivery of Services Highlights of GAO-02-776 a report to the Committee on Armed Services U.S. Senate and the Committee on Armed Services House of Representatives. What GAO Found Military service customers at eight judgmentally selected locations GAO visited had mixed views of the Defense Logistics Agency s services satisfied with aspects of routine service such as the delivery time for routine parts but dissatisfied with other areas such as the detrimental impact .