Customer assessments arrive in Kaiserslautern

by Christine June
USAG Kaiserslautern

Customers who live, work or do business on U.S. Army Garrison Kaiserslautern’s installations can provide detailed feedback about the garrison’s services.
They can do this by filling out the Installation Management Command Customer Service Assessment, which is online until the end of today.

“I just really hope people will take the 20 minutes to fill out the survey because we need input from as many people – anyone who is here and uses garrison services,” said Amanda Sanchez, USAG Kaiserslautern’s new customer service officer, who oversees the survey here.

This assessment is a new tool that falls under Customer Management Services. This is a new program for collecting customer feedback and using the data to evaluate and improve delivery of installation programs and services.

The assessment is divided into two main categories: corporate and constituent, which are accessed from the same Web link at

The Web site can be accessed from any Internet-ready computer. It is also published on the garrison’s Web site at

When a customer begins the survey, they will be asked to provide demographic data that will automatically direct them to the appropriate corporate or constituent assessment.  In that way, family members or retirees, for example, will not be asked to rate services like the Central Issue Facility or the Ammunition Supply Point – two services used by Soldiers and their commanders.

Within the survey, customers will be asked to rate service performance on a scale of 1 (very poor) to 5 (excellent) and importance, also on a scale of 1 to 5.  Any ratings of 1 or 2 need an explanation describing any issues or concerns.

Data provided by unit commanders, command sergeants major, first sergeants, senior civilians and senior staff will be captured in the corporate portion.
There, they will rate the performance of the services and the importance of the service in relation to the accomplishment of their units’ missions.

The more customers in each category who complete the assessment, the more accurate and substantial the data collected.

This will provide a baseline for future annual assessments. This information will be returned by IMCOM to the garrison in a couple of months, Mrs. Sanchez said. This information will be used to identify and document best practices in areas and develop plans for improvement in others.

For more information about the Customer Service Assessments, call 493-4175 or 0631-3406-4175 or e-mail