Photo By Cpl. Sarah Cherry | The Marine Corps Community Services libraries aboard Marine Corps Air Station Beaufort...... read more read more
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MARINE CORPS AIR STATION BEAUFORT, S.C. - The Marine Corps Community Service libraries aboard Marine Corps Air Station Beaufort and Marine Corps Recruit Depot Parris Island had the highest and second highest customer satisfaction rating out of all MCCS libraries in a two-year pilot survey to assess service quality.
The Air Station received a score of 96 percent and Parris Island scored 93 percent.
“Getting scores of 96 and 93 percent is very exciting,” said Rose Marie Krauss, MCCS librarian at both libraries. “I’m very proud of my staff, because my staff are the ones responsible for a score like this.”
The goal of the survey was to measure the quality of MCCS libraries, child development centers, and exceptional family member programs.
Five main areas were measured – tangibility, reliability, responsiveness, assurance, and empathy – based on the expectations customers have and the service they receive.
The Air Station scored highest in empathy, giving library guests individual attention, understanding their needs, and having customers best interests at heart.
“It was our patrons who recognized the staff for everything that they’ve done,” said Krauss. “I was very proud of [my staff], and continue to be proud of them.”
They also scored well in keeping error-free records and instilling confidence.
The end goal for this survey is to eliminate the gap between the expectations and reality.
The survey provides vital oversight that makes sure Marines and families are getting the best service possible, while also showing libraries areas of excellence and where they have room for improvement.
| Date Taken: | 03.07.2014 |
| Date Posted: | 03.07.2014 12:17 |
| Story ID: | 121663 |
| Location: | MARINE CORPS AIR STATION BEAUFORT, SC, US |
| Web Views: | 98 |
| Downloads: | 2 |
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