Perseus SurveySolutions Selected to Implement Customer Satisfaction Survey for the Air Force
May 29, 2003 Braintree, MA - The Deputy Under Secretary of the Air Force for International Affairs (SAF/IA) recently completed a key customer satisfaction survey using the leading survey software from Perseus Development Corporation. A leader in web-based survey software and research services, Perseus worked with Wedgewood Consulting Group, a provider of consulting and training solutions, to assist SAF/IA in determining the current level of satisfaction in key areas including cost, quality of responses, and the timeliness of responses. Results of the survey are being used to identify areas that require improvement.
SAF/IA with the assistance of the Wedgewood Consulting Group conducted the Technical Coordination Program/International Engine Maintenance Program (TCP/IEMP) Customer Satisfaction Survey. The survey was distributed to Foreign Military Sales (FMS) personnel from 47 different countries and included interviews with TCG/IEMG personnel and Foreign Liaison Officers (FLOs). Responses were received from personnel in 23 countries.
Distributed online and in hardcopy, the survey was created using Perseus SurveySolutions Professional XP, a complete software solution for creating and distributing surveys, particularly ideal for surveying multiple personnel scattered across many locations. SurveySolutions allowed Wedgewood to quickly create the surveys, post them to the Web and distribute them via e-mail and regular mail, collect responses automatically, analyze the results, and then produce effective presentations instantly. As expected, there was a greater response rate to the surveys sent via the Web than from the paper surveys sent.
"A number of the advanced options available in the Perseus tool were utilized to develop a survey that allowed respondents to fill out one survey on-line and provide feedback on multiple TCGs/IEMGs," said Maggie Kniola, Wedgewood Consulting Group. "The ability to receive feedback on more than one TCG/IEMG was critical since a number of respondents were associated with multiple TCGs/IEMGs. We were concerned that requiring the respondents to fill out multiple surveys would decrease the survey return rate. The Results Management and Data Analysis functions were key in capturing the on-line data in an efficient manner and analyzing the results for the client."
This survey was the first effort by SAF/IA to measure customer satisfaction with the entire TCP/IEMP. The results of the survey are being used to develop a baseline for the services provided by the different organizations that make up this program. They are planning to use the results to improve customer services, identify best practices and streamline procedures across the program.
"The results of the survey and subsequent analysis are being used to improve TCG/IEMG foreign customer support," said Ms. Terry L. Bates, Chief Security Assistance Policy Division, SAF/IAPX. "Ultimately, improving support leads to an increase in US Air Force mission readiness through stronger relationships allowing coalition building, interoperability of weapon systems, and accessibility to airfields and other locations of interest."
About Wedgewood Consulting Group, Inc.
Wedgewood Consulting Group, Inc. of Orlando, FL, is a woman-owned training and consulting firm. Wedgewood provides business improvement solutions to a wide-range of government and commercial clients. The professionals at Wedgewood work with clients to implement projects that provide focused, positive and measurable results.
About Deputy Under Secretary of the Air Force for International Affairs (SAF/IA)
The Office of the Deputy Under Secretary of the Air Force for International Affairs supports the effective integration of goods and services into friendly and allied countries’ air forces to further the efforts and goals of the United States. SAF/IA) plays a vital role in overall United States security assistance (SA) processes and responsibilities. Its mission is to "create, advocate, and facilitate USAF policies and programs that support US national security objectives through international politico-military affairs, foreign military sales, education and training, cooperative research and development, and related endeavors, in concert with US government, foreign, and industry partners."
Perseus is leading the transition from web survey software to Enterprise Feedback Management (EFM) solutions that help organizations better understand their world. Organizations worldwide rely on Perseus solutions to better identify and meet employee, customer and partner needs, and increase profitability by creating loyal relationships. Perseus products enable business professionals to quickly and easily obtain, analyze, and manage sophisticated enterprise feedback using intuitive web-based software. Perseus SurveySolutions® is a recipient of PC Magazine's Editors' Choice award for web-survey software, and is used by over 22,000 customers worldwide including over twenty percent of the Fortune 100. Perseus is a 2003 and 2004 Inc. 500 company and Deloitte Technology Fast 500 company, and a four-time Deloitte Technology Fast 50 company. Visit perseus.com for more information.
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