MEPS Customer Satisfaction Survey

OMB #0704-0470, Expiration: June 2013

Customer Satisfaction Survey
Help us improve the quality of the Military Entrance Processing Station (MEPS)
you are visiting today! The feedback you provide will give the United States
Military Entrance Processing Command (USMEPCOM) information about this
specific MEPS that will help us better serve our customers, YOU! Your
participation in this survey is voluntary. It should take only 5-10 minutes to
complete the full survey. Please take the time to complete this survey and help
USMEPCOM improve the quality of this MEPS.
Privacy Advisory: Participation in this survey will not affect any Department of
Defense decisions related to your potential enlistment and is voluntary. Your
responses to this survey will be used only by USMEPCOM to improve the quality of
this MEPS and will not be provided to military recruiters, the Military Services, or
any other person or organization. This survey asks three demographic questions,
the answers to which would not lead to your identification. If you have any
comments about your experience today and want a follow-up response, please
contact the MEPS Operations Supervisor.

Would you like to participate in USMEPCOM's Customer Satisfaction Survey?

mYes
mNo

>>>> Skip to Page 13:

The public reporting burden for this collection of information is estimated to
average five minutes per response, including the time for reviewing instructions,
searching existing data sources, gathering and maintaining the data needed, and
completing and reviewing the collection of information. Send comments regarding
this burden, including suggestions for reducing the burden, to the Department of
Defense, Washington Headquarters Services, Executive Services Directorate,
Information Management Division, 4800 Mark Center Drive, East Tower, Suite
02G09, Alexandria, VA 22350-3100 [0704-0470]. Respondents should be aware
that notwithstanding any other provision of law, no person shall be subject to any
penalty for failing to comply with a collection of information if it does not display a
currently valid OMB control number. PLEASE DO NO RETURN YOUR
REPONSE TO THE ABOVE ADDRESS. Reponses should be sent to:
Headquarters, United States Military Entrance Processing Command ATTN: Office
of Strategic Planning and Transformation 2834 Green Bay Road North Chicago, IL
60064-3094
(End of Page 1)

Customer Satisfaction Survey

Instructions:Please answer all questions that pertain to your processing
experience at the MEPS. You may skip any question if you choose not to
respond.

At what MEPS are you taking this survey?
MEPS

Military Service you are processing for:
Military Service

Education Level:

Demograp
hics

High
Some
School/GED College

Associates

Bachelor's

Master's
and higher

m

m

m

m

m

Gender:

Demograp
hics

Male

Female

m

m

18-19
years old

20-22
years old

23-26
years old

27-30
years old

31-34
years old

35 years
and older

m

m

m

m

m

m

Age group:

Demograp
hics

(End of Page 2)

Customer Satisfaction Survey

1) What is your overall level of satisfaction of your MEPS visit?

Overall
MEPS
Visit

Very
Satisfied

Satisfied

Somewhat
Satisfied

Somewhat Dissatisfied Very
Dissatisfied
Dissatisfied

m

m

m

m

m

Please provide specific comments about MEPS activities or anything
you feel should be brought to our attention:

(End of Page 3)

m

MEPS Facility

2) Did you feel secure in the MEPS facility?
mYes
mNo

If you did not feel secure, please explain why:

What is your level of satisfaction in the following MEPS areas
concerning comfort and cleanliness?
SCALE
6 - Very Satisfied
5 - Satisfied
4 - Somewhat Satisfied
3 - Somewhat Dissatisfied
2 - Dissatisfied
1 - Very Dissatisfied
N/A - Not Applicable

Comfort

a) Control
Desk

6

5

4

3

2

1

N/A

m

m

m

m

m

m

m

b)
Fingerprin
ting Area

m

m

m

m

m

m

m

c)
Aptitude
Testing
Room

m

m

m

m

m

m

m

d) Medical
Area

m

m

m

m

m

m

m

e) Dining
Room

m

m

m

m

m

m

m

f) Game
Room

m

m

m

m

m

m

m

g) Waiting
Areas

m

m

m

m

m

m

m

h) Overall

m

m

m

m

m

m

m

6

5

4

3

2

1

N/A

a) Control
Desk

m

m

m

m

m

m

m

b)
Fingerprin
ting Area

m

m

m

m

m

m

m

c)
Aptitude
Testing
Room

m

m

m

m

m

m

m

d) Medical
Area

m

m

m

m

m

m

m

e) Dining

m

m

m

m

m

m

m

Cleanliness

Room
f) Game
Room

m

m

m

m

m

m

m

g) Waiting
Areas

m

m

m

m

m

m

m

h) Overall

m

m

m

m

m

m

m

Please comment on specific items and provide examples by identifying
the letter designator for each area:

(End of Page 4)

MEPS Staff
3)What is your level of satisfaction with the MEPS Staff and specific
events?
NOTE: MEPS staff provide Medical, Testing, and/or Processing
activities. Service liaisons and/or recruiters are not MEPS staff.
SCALE
6 - Very Satisfied
5 - Satisfied
4 - Somewhat Satisfied
3 - Somewhat Dissatisfied
2 - Dissatisfied
1 - Very Dissatisfied
N/A - Not Applicable

6

5

4

3

2

1

N/A

a)
Front/Con
trol Desk
Personnel

m

m

m

m

m

m

m

b)
Aptitude
Testing
Personnel

m

m

m

m

m

m

m

c) Medical
Personnel

m

m

m

m

m

m

m

d) Medical
Exam/Phy
sician

m

m

m

m

m

m

m

e) Travel
Section
Personnel

m

m

m

m

m

m

m

f)
Command

m

m

m

m

m

m

m

er's
Welcome
Brief
g) Aptitude m
Test
Instructions

m

m

m

m

m

m

m

m

m

m

m

m

m

i)
m
Enlistment
Interviews

m

m

m

m

m

m

j) Overall

m

m

m

m

m

m

h) Medical
Exam
Briefing

m

If you experienced anyone who demonstrated outstanding customer
service or encountered anyone who presented unprofessional behavior,
please provide specific comments by identifying the letter designator for
each area (i.e., a, b, c...j).

(End of Page 5)

Customer Satisfaction Survey

4) Were you served a meal at the MEPS?
mYes
mNo

>>>> Skip to Page 8: 5) Did you stay at a lodging facility?

(End of Page 6)

Meals at the MEPS
What is your level of satisfaction in the following areas
concerning your meal(s) at the MEPS?
SCALE
6 - Very Satisfied
5 - Satisfied
4 - Somewhat Satisfied
3 - Somewhat Dissatisfied
2 - Dissatisfied
1 - Very Dissatisfied
N/A - Not Applicable

6

5

4

3

2

1

N/A

a) Enough
time to eat

m

m

m

m

m

m

m

b) Variety

m

m

m

m

m

m

m

c) Quality

m

m

m

m

m

m

m

d)
m
Beverages

m

m

m

m

m

m

e) Overall

m

m

m

m

m

m

m

Please provide specific comments about your meal by identifying the

letter designator for each area (i.e., a,b,c,d,e).

(End of Page 7)

Customer Satisfaction Survey

5) Did you stay at a lodging facility?
mYes
mNo

>>>> Skip to Page 10: 6) Did you meet with a Service

liaison/counselor?

(End of Page 8)

Lodging Facility
What is your level of satisfaction in each of the following areas
concerning the lodging facility?
SCALE
6 - Very Satisfied
5 - Satisfied
4 - Somewhat Satisfied
3 - Somewhat Dissatisfied
2 - Dissatisfied
1 - Very Dissatisfied
N/A - Not Applicable

6

5

4

3

2

1

N/A

a) CheckIn

m

m

m

m

m

m

m

b) CheckOut

m

m

m

m

m

m

m

c)
m
Cleanliness
of Room

m

m

m

m

m

m

d) Comfort m
of Room

m

m

m

m

m

m

e)
m
Recreation

m

m

m

m

m

m

f) Food
Quality

m

m

m

m

m

m

m

g) Enough
time for
dinner

m

m

m

m

m

m

m

h) Enough
time for
breakfast

m

m

m

m

m

m

m

i)
Transport
ation to
the MEPS

m

m

m

m

m

m

m

j) Hotel
Staff
Attitude

m

m

m

m

m

m

m

k) Hotel
m
Instructions

m

m

m

m

m

m

m

m

m

m

m

m

l) Overall

m

Please provide specific comments about any lodging area by identifying
the letter designator.

(End of Page 9)

6) Did you meet with a Service liaison/counselor?
mYes
mNo

(End of Page 10)

Customer Satisfaction Survey

Service Liaison/Counselor at the MEPS

Yes

No

Not
Applicable

Were you
m
given an
opportunity
to view “A
Day at
MEPS"
video?

m

m

If yes, did
the video
inform
you of
what to
expect at
the
MEPS?

m

m

m

Did the
m
Recruiter
explain
the MEPS
process to
you prior
to your

m

m

visit?

(End of Page 11)

For the Service Liaison/Counselor area, what is your level of
satisfaction?
SCALE
6 - Very Satisfied
5 - Satisfied
4 - Somewhat Satisfied
3 - Somewhat Dissatisfied
2 - Dissatisfied
1 - Very Dissatisfied
N/A - Not Applicable

6

5

4

3

2

1

N/A

m

m

m

m

m

m

m

Cleanliness m

m

m

m

m

m

m

Comfort

Staff
Attitude

m

m

m

m

m

m

m

Overall

m

m

m

m

m

m

m

Less than
1/2 hour

1/2 hour to
less than 1
hour

1 hour
1 ½ hours
to less than to 2 hours
1 ½ hours

Over 2
hours

Not
Applicable

m

m

m

m

m

How long
did you
wait for
the
service
liaison to
find you a
job?

m

Please provide comments regarding information that would have been
helpful prior to processing at the MEPS?

(End of Page 12)

Comments
Please list any comments about your MEPS experience that can
improve our service. For example, if you could make one change at the
MEPS, what would it be and why?

If you would like a response to your comments or status of resolution to
your issue(s), please contact the MEPS Operations Supervisor at the
Control Desk.

This survey allows the MEPS to assess its processes and improve
customer service. Your responses are voluntary and anonymous.
(End of Page 13)

Please click on “Click Here to Submit” below and you will be
done.
After you click "submit, the survey will reset for the next person. Please
ask the next person to begin. Thank you.

(End of Page 14)