Words from Director/CEO Tom Shull: In Tough Times, Associate Morale Remains High

Fort Hood Exchange

Director/CEO Tom Shull

Great news! Despite the uncertainty of the pandemic, our latest associate engagement job satisfaction (AEJS) survey shows Team Exchange’s resilience continues to set a very high bar.

For 2020, associates rated the Exchange 79, just 2 percentage points below last year’s rating and 7 points above the current industry average. Based on satisfaction survey results within the broader retail sector, we should have expected a decline of more than 8% vs. last year. Congratulations on these truly phenomenal results, and thank you to the more than 11,000 of you who responded to the survey.

Survey scores are measured on a scale of 0 to 100 and, much like a school exam, some questions are weighted higher than others. The Exchange AEJS provides vital feedback that helps protect, preserve and grow the benefit we are privileged to provide Warfighters and their families, enabling us to gather insights and measure the level of satisfaction to ultimately develop a better associate experience.

Thank you for leaning forward despite the unique challenges we face today daily and continually meeting the needs of service members and their families. Your resiliency and can-do spirit are second to none. It is truly an honor to serve with you.

Family serving family!

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  1. John Dunn on November 9, 2020 at 9:29 am

    Hi, can we get some details about how the questions were waited?

    • Lisa Ferguson on November 9, 2020 at 11:00 am

      Thank you for your question, John.

      The level of each question’s importance to overall results was developed with assistance from the CFI Group LLP, considered the gold standard in this field. Some questions carry higher scores than others. Following industry protocol, the score is measured on a scale from 0 to 100.

      Please let us know if we can provide any additional information.

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