Exchange Customer Satisfaction Surveys

Forms and Documents

Document	Type	Status	Availability
0702_0130_SSB_2.28.2025.docx	Supporting Statement B	Uploaded 2025-02-28	Repair queued
0702_0130_SSB_2.28.2025.docx	Supporting Statement B	Uploaded 2025-02-28	Missing upstream
0702-0130_SSA_2.28.2025.docx	Supporting Statement A	Uploaded 2025-02-28	Repair queued
0702-0130_SSA_2.28.2025.docx	Supporting Statement A	Uploaded 2025-02-28	Repair queued
AAFES Receipt.pdf	Supplementary Document	Uploaded 2022-01-13	Repair queued
AAFES Receipt.pdf	Supplementary Document	Uploaded 2022-01-13	Repair queued

IC Document Collections

IC ID	Collection	Type	Status	Form
274199	Exchange Mobile App Survey	Other-Electronic Survey	New
219001	Exchange Customer Satisfaction Survey	Other-Electronic Survey	Modified

ICR Details

OMB Control No: 0702-0130	ICR Reference No: 202502-0702-002
Status: Active	Previous ICR Reference No: 202112-0702-003
Agency/Subagency: DOW/DOA	Agency Tracking No:
Title: Exchange Customer Satisfaction Surveys
Type of Information Collection: Revision of a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved without change	Conclusion Date: 05/01/2025
Retrieve Notice of Action (NOA)	Date Received in OIRA: 02/28/2025
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	05/31/2028	36 Months From Approved	04/30/2025
Responses	23,600	0	20,000
Time Burden (Hours)	1,567	0	667
Cost Burden (Dollars)	29,312	0	11,000

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Abstract: Pursuant to Executive Order 12862, customer satisfaction surveys are offered to Patrons of the Army and Air Force Exchange Service (Exchange) to address their shopping experiences and/or provide comments or complaints. The aggregated survey information provided voluntarily by Exchange patrons assists in improving the efficiency and effectiveness of the Exchange's operations to improve customer satisfaction.

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Authorizing Statute(s): EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards
   US Code: 10 USC 7013 Name of Law: Secretary of the Army
   US Code: 10 USC 2481 Name of Law: Defense Commissary and Exchange Systems: Existence and Purpose
  

Citations for New Statutory Requirements: None

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Associated Rulemaking Information
RIN:	Stage of Rulemaking:	Federal Register Citation:	Date:
	Not associated with rulemaking

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Federal Register Notices & Comments
60-day Notice:	Federal Register Citation:	Citation Date:
	89 FR 63417	08/05/2024
30-day Notice:	Federal Register Citation:	Citation Date:
	90 FR 1980	01/10/2025
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 2

IC Title	Form No.	Form Name
Exchange Customer Satisfaction Survey
Exchange Mobile App Survey

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ICR Summary of Burden

	Total Approved	Previously Approved	Change Due to New Statute	Change Due to Agency Discretion	Change Due to Adjustment in Estimate	Change Due to Potential Violation of the PRA
Annual Number of Responses	23,600	20,000	0	3,600	0	0
Annual Time Burden (Hours)	1,567	667	0	900	0	0
Annual Cost Burden (Dollars)	29,312	11,000	0	18,312	0	0

Burden increases because of Program Change due to Agency Discretion: Yes

Burden Increase Due to: Miscellaneous Actions

Burden decreases because of Program Change due to Agency Discretion: No

Burden Reduction Due to:

Short Statement: The estimated respondent burden has increased since the previous approval due to the addition of a Mobile App Survey. The estimated number of responses and response time for the previously approved Exchange Customer Satisfaction Survey is not changing.

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Annual Cost to Federal Government: $16,306

Does this IC contain surveys, censuses, or employ statistical methods? Yes Part B of Supporting Statement

Does this ICR request any personally identifiable information (see OMB Circular No. A-130 for an explanation of this term)? Please consult with your agency's privacy program when making this determination.     No

Does this ICR include a form that requires a Privacy Act Statement (see 5 U.S.C. §552a(e)(3))? Please consult with your agency's privacy program when making this determination.     No

Is this ICR related to the Affordable Care Act [Pub. L. 111-148 & 111-152]? No

Is this ICR related to the Dodd-Frank Wall Street Reform and Consumer Protection Act, [Pub. L. 111-203]? No

Is this ICR related to the American Recovery and Reinvestment Act of 2009 (ARRA)? No

Is this ICR related to the Pandemic Response? No

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Common Form ICR:  No

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On behalf of this Federal agency, I certify that the collection of information encompassed by this request complies with 5 CFR 1320.9 and the related provisions of 5 CFR 1320.8(b)(3).

The following is a summary of the topics, regarding the proposed collection of information, that the certification covers:

(a) It is necessary for the proper performance of agency functions;

(b) It avoids unnecessary duplication;

(c) It reduces burden on small entities;

(d) It uses plain, coherent, and unambiguous language that is understandable to respondents;

(e) Its implementation will be consistent and compatible with current reporting and recordkeeping practices;

(f) It indicates the retention periods for recordkeeping requirements;

(g) It informs respondents of the information called for under 5 CFR 1320.8 (b)(3) about:

(i) Why the information is being collected;

(ii) Use of information;

(iii) Burden estimate;

(iv) Nature of response (voluntary, required for a benefit, or mandatory);

(v) Nature and extent of confidentiality; and

(vi) Need to display currently valid OMB control number;

(h) It was developed by an office that has planned and allocated resources for the efficient and effective management and use of the information to be collected.

(i) It uses effective and efficient statistical survey methodology (if applicable); and

(j) It makes appropriate use of information technology.

If you are unable to certify compliance with any of these provisions, identify the item by leaving the box unchecked and explain the reason in the Supporting Statement.

Certification Date: 02/28/2025

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