Exchange Shoppers Get Satisfaction

RELEASE DATE: March 12, 2012

DALLAS – At 116 years of age, the Army & Air Force Exchange Service may not have “moves like Jagger” but its shoppers are getting plenty of satisfaction according to a recent American Customer Satisfaction Index (ACSI) survey. The ACSI was developed to provide information on satisfaction with the quality of products and services available to consumers. In the latest survey, the Exchange scored higher than ever before as its operations equalled the industry of excellence. 

In addition to the ACSI, the Exchange also relies on a Customer Service Index (CSI) to provide localized, real-time snapshots of the job Exchange facilities do to improve the value of support provided to Soldiers, Airmen and their families. The CSI score for 2011 was a 77, another all time high score for the Exchange.

“We’re excited about the satisfaction level shown by Exchange shoppers,” said the Exchange’s Senior Enlisted Advisor Chief Master Sgt. Jeffry Helm. “We continue to maintain an intense focus on customer service in an effort to meet, or beat, shoppers’ expectations.  

The CSI survey, which addresses customer service, pricing, sales associate availability, merchandise assortment and many more key issues, is administered at 130 Exchange main stores around the world.

“Feedback from military shoppers is an invaluable tool in our on-going effort to provide the best service possible,” said Helm. “Both the ACSI and CSI enable us to ensure that when Soldiers or Airmen shop, the Exchange is top of mind and their first choice.”

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The Army & Air Force Exchange Service is a joint command and is directed by a Board of Directors which is responsible to the Secretaries of the Army and the Air Force through the Service Chiefs of Staff. The Exchange has the dual mission of providing authorized patrons with articles of merchandise and services and generating non-appropriated fund earnings as a supplemental source of funding for military morale, welfare and recreation programs. To find out more about the Exchange history and mission or to view recent press releases please visit our Web site at


Media Notes:

For more information or to schedule an interview with an Exchange representative please contact Chris Ward, 214-312-2714 or [email protected]