Resident and Customer Feedback Tools
The CNIC housing program considers feedback from our customers as an essential element of an effectively managed housing program. We use a two main Customer Feedback Tools to measure installation housing programs. The CNIC housing HQ and Regions have visibility to the data collected.
The two main survey tools utilized are:
Resident Satisfaction Survey (RSS):
The Resident Satisfaction Survey, known as the RSS is a tool the Navy housing program uses to identify the level of satisfaction our customers have with the quality of services and facilities they receive at Navy installations. This is an annual survey administered at all worldwide installations and includes customers living in owned and leased family and unaccompanied housing, and privatized (PPV) housing.
The RSS process measures our resident's level of satisfaction with their housing and the service they receive. We capture and measure this data to provide us with a tangible method of evaluating the condition and management of our properties and provides a tool to monitor our ability to continually improve over time.
Customer Satisfaction Survey:
The Customer Satisfaction Survey (CSS) captures information on the performance of our housing professionals working at our installation Housing Service Centers (HSCs) and how effectively they deliver service to support the needs of our housing customers. The CSS surveys all customers that receive counseling from an HSC professional on their requirements for family owned or leased housing, privatized housing, or community housing. This survey provides customers to our HSC an opportunity to provide feedback on the quality of our service and also provides an opportunity for our housing professionals to learn more about how we can improve our customer service.