NEXCOM Customer Satisfaction Continues Upticks

For the fourth straight year, Navy Exchange Service Command (NEXCOM) improved its Customer Satisfaction Index rating. NEXCOM’s score, based on a survey conducted in October 2006, rose one point ahead of its goal, to 79, and places the agency in the top tier of retailers in customer satisfaction. The rating significantly exceeds the average of 74 to 75 for the retail industry. Key areas showing improvement over 2005 include a rise of two points each in store environment, ease of customers navigating the store and measures of convenience. Rising one point apiece were ease of finding merchandise, pricing, sales flyers, merchandise selection and merchandise availability. No change occurred in customer attitudes regarding returns, associates or checkout. Seventy-four percent of customers indicated they shop the NEX for savings over other retailers, value-priced merchandise and tax savings. That score went up from 46 percent in 2005.