VIRGINIA BEACH, Va. (NNS) -- The Navy Exchange Service Command (NEXCOM) announced the NEX Customer Satisfaction Index (CSI) survey remained at an all-time high of 83 for the second consecutive year Jan. 10.
On average, the overall retail industry score is 76. The CSI survey is used to determine how the NEX can better to serve its customers.
"We've been surveying our customers since 1998 to find out areas where we are doing a good job as well as those areas that need improvement," said Michael Conner, NEXCOM vice president, marketing insights. "It's a great tool for us to use to see if the areas we're focusing on, like merchandise selection, are working. We know it is because our score continues to increase in that area. In contrast, it also shows us the areas we still need to work on, such as problem resolution."
The focus NEXs put on PREMIER Customer Service over the past year had a positive impact on both its customers and the CSI score. Scores for store environment rose two points while associates and checkout rose one point each. Other increases in scores were in returns, pricing, sales flyer and merchandise, all which rose one point each. Based on this information, top priorities for 2012 will again be on merchandise, pricing and sales flyers.
Eighty-four percent of the NEXs worldwide had a score of 80 or above while the remaining 16 percent of NEXs had scores 70-79. For the second year in a row, there were no NEXs with scores below 70. Districts in the continental United States remained the same while overseas districts rose one point. NEX districts scores for 2011 were Hawaii and Mid-South remained the same at 86 each; Tidewater rose one point to 85; Western and Guam rose two points each to 85; Southeast and Northwest remained the same at 83 each; Northern remained the same at 82; Japan decreased one point to 81 and Europe rose four points to 80.
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