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Giving residents a voice: Survey feedback integral to improving quality of life

Bill Murray, military retiree, has a conversation with friends Deryl and Nora Nestor, military retiree family, as they get ready to move into their new homes in the Allen Heights Community on Fort Rucker last year. (Photo by Nathan Pfau)

Bill Murray, military retiree, has a conversation with friends Deryl and Nora Nestor, military retiree family, as they get ready to move into their new homes in the Allen Heights Community on Fort Rucker last year. (Photo by Nathan Pfau)

Published: May 13, 2016

FORT RUCKER, Ala. (May 13, 2016) -- Feedback plays an important role in helping the Army maintain a high quality of life for its Soldiers and families, and those members of the Army family have a chance to help steer the service in the right direction through its ongoing housing survey.

The Army Annual Housing Survey is an Army-wide survey that is available to residents in Army housing across 43 military installations, and Corvias Military Housing residents will have the opportunity to offer their feedback throughout the survey period, which runs now through June 6.

“This is really just a great opportunity for us to gauge how we’re doing with our customer service,” said J.C. Calder, Corvias Military Housing business director. “This helps us see the things we’re doing well, so that we can dial into those things to make sure that we continue doing that.

“This also gives residents the opportunity to provide feedback for us in areas that we can improve in,” he continued. “There is a comment section in the survey, as well, so residents can leave their comments and also request to be contacted, which is something that we really try to do a good job with when we follow up with them.”

The survey was emailed out to all Corvias residents May 7, and all are encouraged to take the 20 minutes it takes to fill out the survey to help identify where things are going right and what things can be improved upon, said Calder.

The survey is split into five different categories: home, community amenities, resident activities, community maintenance and property management.

“Based on those five items, it’s all based on customer service,” said Lisa Patrick, Corvias Military Housing resident relations manager. “Some of the things can be feedback from some of the amenities that we provide, or they may make recommendations and so forth, so when we receive this information, we look at how it’s going to better improve our service, as well as the quality of life of our residents.”

One example Patrick gave was since the eligibility for housing has been expanded to a more diverse demographic, there have been many suggestions to tailor to a more open scope of resident activities.

“Last year, we held one of our first pool parties for residents and it was very successful,” said the resident relations manager. “We also addressed changes to our pool hours and how we deliver services when a resident calls in about a work order. We want to address some of the feedback in regards to things like timing and how well they’re doing.”

“When we’re looking at things from a budget perspective for the next year, this allows us to realize if there are certain things we need to do a better job at and we can look at those items and address them,” added Calder. “More importantly, we can make sure to continue providing the service that residents are happy with.”

After the surveys are tallied, the results are compiled and a comparison will go out across all 43 Army installations that were surveyed, which will show where Fort Rucker and Corvias Military Living stands compared to other installations.

Last year, Fort Rucker ranked No. 1 out of all 43 Army installations surveyed in all three categories, said Calder, which shows Fort Rucker’s and Corvias Military Housing’s dedication to residents.

“When we say we’re open to feedback, we look at this and we wholeheartedly understand that there are a lot of things that we can do better,” said the business director. “We feel one of our strengths is being very open to feedback. We really do go through the surveys and every single person who requests to be contacted, we go through and we contact them.”

“The importance with the outreach is integral for us because we want to make sure that we are listening, that their point of view is being heard and that also the follow to show that we have listened and changes have been made,” added Patrick. “It’s all going to fall back to improving their quality of life, improving their satisfaction and, more importantly, for us to look at our service to ensure that we’re dialing in and focusing on what their needs are.”

This article was originally published at https://www.army.mil/article/167862/

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