FY 2004 Top 200 Users Survey Report

摘要

In FY 2004 the Defense Technical Information Center (DTIC) conducted the Top 200 Users Survey. This survey has been administered annually by the Proactive Customer Advocacy Program (PROCAP) since 1999 to gather input from core users about DTIC's products and services that influence customer satisfaction. The overall objective of this survey is to gain a strong understanding of how well DTIC's products and services are meeting the customers' needs and expectations. This report summarizes the results of the 2004 Top 200 Users Survey and identifies historical trends for selected questions when appropriate. Collectively, the report allows us to evaluate and work towards the following specific objectives: To improve customer retention; To determine the perceived quality of products, service and customer care; To indicate trends in products, services and customer care; To benchmark our customer satisfaction results with other federal government agencies.