Commissary survey results indicate all guests are welcome

| October 14, 2010 | 0 Comments

Vanessa Lynch
News Editor

SCHOFIELD BARRACKS — Allowing guest access to the Schofield Barracks Commissary has been an ongoing topic of concern for commissary patrons on post.

During the televised town hall, July 18, one of the questions concerned the commissary’s guest policy.

The question read, “Aloha, I have concerns about the Schofield Commissary allowing guests to enter/shop the store. Everyone is aware that guests can’t actually make purchases, but why continue to allow guests into the commissary? Other commissaries on Oahu have banned all guests from entering, so why not Schofield?”

Recurring queries and concerns raised questions about overcrowding, abuse of privileges and a reduced inventory. Such concerns indicated that the same or a similar policy might be appropriate for the commissary, here. 

The current practice, here, is an open policy: any individual/guest is allowed entry into the commissary, although purchases must be made by an authorized ID cardholder.

Maj. Gen. Michael J. Terry, commanding general, U.S. Army-Hawaii, who was in attendance at the town hall, said that, as the senior commander, it was his decision whether or not a commissary changed its policy on guests. He then asked community members to send in their feedback on the issue.

To help facilitate customer feedback, Susan Sturgeon-Campbell, commissary manager, and Ophelia Isreal, customer service officer, U.S. Army Garrison-Hawaii, later collaborated on a short survey. 

“We planned to survey during the whole payday weekend, but we hit our target number of 389 responses on the first day, Friday, so we didn’t need to do it any further,” Isreal said. “The results were sent to Col. (Douglas) Mulbury, (commander, USAG-HI), who later briefed (Maj.) Gen. Terry. 

“At this time, (Terry) has not asked for a change in the policy,” she said.

The intent of the Schofield Barracks Commissary ID card survey was to determine if a change in the guest policy was necessary, here, and, if so, to what extent.

Isreal said survey participants were patrons who voluntarily showed their authorized ID card, wore an active duty uniform or who were purchasing items at the cash register. Participants completed a written three-question survey regarding duty status, commissary usage and a preference to a particular “guest” policy.

“We are a service organization, plain and simple, and the customers we serve and support are our Soldiers, their families and our military community,” Mulbury said. “To best know how to provide our services, requires feedback from our customers. 

“Are we meeting their needs?” he asked. “How can we improve? We rely on our community to tell us how we’re doing and what needs to be changed.”

According to the results obtained from commissary patrons, survey participants chose to allow guests in the commissary ,with varying degrees of control, Isreal said.

Category: Community

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