scope:

PURPOSE

This Marshall Procedural Requirements (MPR) document defines the Marshall Space Flight Center (MSFC) customer satisfaction process that helps measure the suitability, adequacy, and effectiveness of the Center's products and services. It also provides the process for senior management to set and monitor critical, top-level external customer satisfaction objectives (reviews or ratings).

APPLICABILITY

This MPR applies to the personnel, programs, projects, and activities at MSFC and MSFC's Michoud Assembly Facility, including contractors and resident agencies to the extent specified in their respective contracts or agreements. ("Contractors," for purposes of this paragraph, include contractors, grantees, Cooperative Agreement recipients, Space Act Agreement partners, or other agreement parties.)

This MPR applies to all MSFC personnel involved in the customer satisfaction process. The focus of this MPR applies to gathering and processing customer satisfaction feedback from predominantly-external customers by the Office of Strategic Analysis and Communications. It does not preclude Directorates/Offices from conducting customer surveys. If Directorates/Offices conduct external/internal customer surveys, they may use this procedure as a guide, but they shall process complaints in accordance with paragraph 3.1.7 of this MPR.