‘HOW ARE WE DOING?’: DeCA starts 10-store rollout of Commissary CLICK2GO survey to get feedback on its online ordering-curbside delivery service
FORT LEE, Va. – The Defense Commissary Agency (DeCA) has rolled out the Commissary CLICK2GO program to commissaries worldwide, in more than 230 stores, and they want to know how they are doing.
“Commissary customers at 10 stores will have the opportunity to share their Commissary CLICK2GO experience in their own words” said Willie Watkins, DeCA chief of e-Business. “Their responses are important because we will use the feedback for real-time improvements.”
Here’s how it works. Customers will receive a flyer with their Commissary CLICK2GO receipt containing a QR code and a link, https://mydeca.me/CC2G, to scan or enter into their web browser to take the survey. Participation requires certain information such as the patron’s pickup date, the commissary they visited, and their order number; all of which are found in the upper left corner of their receipt. The survey will remain open for patrons to leave feedback for up to seven days after their purchase.
This initial test began Oct. 27 at Eglin Air Force Base, Florida; Scott Air Force Base, Illinois; Joint Base Andrews, Maryland; Tinker Air Force Base, Oklahoma; Fort Campbell, Kentucky; Fort Lee, Virginia; Lewis Main Commissary at Joint Base Lewis-McChord, Washington; Fort Carson, Colorado; as well as Camp Lejeune, North Carolina, and Naval Base San Diego, California. Customer input will allow DeCA to evaluate the processes leading to a planned worldwide rollout of the survey in mid-November.
The survey will ask customers to rate their Commissary CLICK2GO experience and will also let them provide open-ended responses to questions.
‘“Please tell us about something that delighted you during your Commissary CLICK2GO shopping experience,’ or ‘What else would you like to share with us to help improve your shopping experience,’ are just a couple examples of the information we want to collect to help improve the customer experience,” Watkins added.
The survey will also allow patrons to request to be contacted about their response to the question related to their shopping experience. If the patron chooses that option, a contact page will come up for survey respondents to provide their name, email address and phone number (optional) after clicking the submit button at the bottom of the survey page.
An email with the customer’s survey responses will automatically be sent to DeCA’s Customer Comment Program, according to Brian Myrick, management and program analyst at DeCA. Contact information will not be retained by the ForeSee survey platform and customers will receive a response via DeCA’s Customer Comment Program within 72 hours of survey submission.
“We want to hear about the customer’s online shopping experience with their commissary, not just what they liked, but what they would like us to do better,” said Bill Moore, DeCA director and CEO. “This will allow us to translate the patron’s voice into action, improving the program and delivering a better Commissary CLICK2GO experience.”
About DeCA: The Defense Commissary Agency operates a worldwide chain of commissaries providing groceries to military personnel, retirees and their families in a safe and secure shopping environment. Commissaries provide a military benefit, saving authorized patrons thousands of dollars annually on their purchases compared to similar products at commercial retailers. The discounted prices include a 5-percent surcharge, which covers the costs of building new commissaries and modernizing existing ones. A core military family support element, and a valued part of military pay and benefits, commissaries contribute to family readiness, enhance the quality of life for America’s military and their families, and help recruit and retain the best and brightest men and women to serve their country.