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NEWS | Feb. 8, 2012

JB Charleston Exchange shoppers get satisfaction

By Joe Puryear Army & Air Force Exchange Public Affairs

At 116 years of age, the Army & Air Force Exchange Service may not have "moves like Jagger" but its shoppers are getting plenty of satisfaction according to a recent American Customer Satisfaction Index survey. The ACSI was developed to provide information on satisfaction with the quality of products and services available to consumers. In the latest survey, the Exchange scored higher than ever before as its operations equalled the industry of excellence.

In addition to the ACSI, the Exchange relies on a Customer Service Index to provide localized, real-time snapshots of what the job Exchange facilities do to improve the value of support provided to Airmen and Sailors and their families. Here at Joint Base Charleston - Air Base, the Exchange's CSI score for 2011 was an 82, five points above the overall Exchange average of 77.

"We're excited about the satisfaction level shown by our Exchange shoppers," said Angela Mauras, JB Charleston - Air Base Exchange general manager. "We continue to maintain an intense focus on customer satisfaction in an effort to meet, or beat, shoppers' expectations.

The CSI survey, which addresses customer service, pricing, sales associate availability, merchandise assortment and many more key issues, is administered at 130 Exchange main stores around the world. The next CSI survey will take place at JB Charleston - Air Base in the fall of 2012.

"Feedback from military shoppers is an invaluable tool in our on-going effort to provide the best service possible," said Mauras. "Both the ACSI and CSI enable us to ensure that when Airmen and Sailors shop, the JB Charleston - Air Base Exchange is top of mind and their first choice."