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GSA Launches Fifth Annual Customer Satisfaction Survey


GSA #9509

August 14, 1998
Contact: Eleni Martin (202) 501-1231


"Input '98," a Gallup-Supervised Poll To Comment on Management of
Federally Owned and Leased Buildings


WASHINGTON -- People who work in the more than 3,500 federally owned and leased buildings again have an opportunity to rate how their building is being managed by completing GSA's Public Buildings Service customer satisfaction survey--Input '98.

Bob Peck, Commissioner of PBS, has asked Federal employees to take a few minutes to complete and return their Input '98 surveys by September 28 to Gallup. GSA retained the Gallup Organization to prepare, conduct and tabulate the survey, thus ensuring confidentiality and impartiality. Spurred by the results of past surveys, GSA has instituted changes in building management and operation ranging from repairs to elevators and fire systems to the construction of new fitness centers and cafeterias.

"GSA is committed to client satisfaction in all aspects of building services," said Peter Ford, Program Facilitator. "These surveys allow us to identify areas of concern to our clients and make improvements which meet or exceed their expectations. Our goal is to continue to increase customer satisfaction."

Input '98 asks respondents to comment on their building and office environment, building services and procedures, building security, building management staff, and overall level of satisfaction. Members of the largest property management association, Building Owners and Managers Association (BOMA), have adopted the questionnaire for their use. The survey takes about 10 minutes to complete and is treated in strict confidence by Gallup.

Since the initial survey was conducted in 1993, GSA has received more than 300,000 responses. Results of last year's survey indicated a steady rise in overall customer satisfaction with 80 percent of respondents giving the agency a positive rating. For further information, contact Peter Ford at (202) 501-0514.