July 24, 2014
By Nathan Pfau, Army Flier Staff Writer
FORT RUCKER, Ala. (July 24, 2014) -- The Army Community Service Needs Assessment Survey results are in, and officials say the results were no surprise.
In a partnership between the Directorate of Family, Morale, Welfare and Recreation, and Installation Management Command G9 Marketing Research and Analysis, a survey was conducted from March 3 through April 30 to provide information to ACS about the services provided, according to Mike Burden, ACS financial readiness program manager.
"This is a unique assessment because it just addresses issues for the ACS programs," said Burden. "There were no surprises with the survey and it validated what the needs that the community has through ACS."
The survey is conducted every three years in coordination with the ACS accreditation process and was administered online for the first time this year.
The survey also helps ACS understand what programs need adjustment and what programs work for community members, added the program manager.
More than 250 participants took part in the survey -- an increase over the 2011 survey. Key findings included 35 percent of respondents need employment readiness, 30 percent need financial readiness, 26 percent need information and referral services, and 24 percent need well-being services.
Additionally, 88 percent of those who took the survey agreed that ACS offers high-quality programs designed to serve Army Families, said Burden.
Janice Erdlitz, DFMWR marketing director, said the survey is a good tool to provide ACS officials a breakdown of what the community needs by demographic.
"It helps us identify customer needs by area, customer preference on service delivery, customer satisfaction, and other key information we need to assist Soldiers and Families in maintaining readiness," she said. "The survey results provided us additional key information on which programs are a top need for all patrons, with employment readiness coming up as the top need."
Erdlitz said that although there are tools in place to gauge customer satisfaction, such as the Interactive Customer Evaluation program, the survey helps provide a broad overview and overall evaluation of the program.
Burden said as a result of the survey, ACS will continue to provide the high-quality service that customers have become accustomed to, and will use the information they have gathered to make adjustments in any programs they can to improve the quality of life for Soldiers and Families on Fort Rucker.