DVIDS – News – Marine Corps PPV Housing Annual Tenant Satisfaction Survey Results

The Marine Corps Fiscal Year (FY) 2022 Annual Privatized Housing Survey was conducted between October 2021 and January 2022. The survey was an anonymous, voluntary survey allowing tenants to provide feedback on their housing experience. living in privatized housing, as well as how Marine Corps Housing Offices (MHO) and Public-Private Partners (PPV) are meeting tenant expectations.

The response rate for the PPV housing survey was 24%, which exceeded the Marine Corps target of 20%, represented a 2% increase over last year, and was the highest response rate. highest ever reached. Marine Corps Installations Command (MCICOM) has improved the response rate by increasing communication efforts between its regional commands, ensuring visibility of the survey to tenants. Marine Corps and PPV Partners will use the survey results to make improvements to provide safe, quality housing.

“I appreciate everyone who has provided honest feedback on their housing experience with our PPV partners,” said CAPT Michael Kenney, MCICOM Facilities Manager. He further stated, “Your contribution helps us continue to ensure that we provide safe, quality housing for our Marines, sailors and their families.”

CONTEXT OF THE SURVEY

This year’s housing survey involved a total of 21,009 surveys distributed to PPV tenants across 15 facilities. The survey targeted tenants living in five different PPV projects: Atlantic Marine Corps Communities (AMCC), Ohana Military Communities (Ohana), Deluz Housing, Mid-Atlantic Military Family Communities (MAMFC) and Camp Pendleton Quantico Housing, LLC (CPQH) .

The survey focused on three satisfaction indices: Overall Satisfaction, Establishment Satisfaction and Service Satisfaction. The survey contained eight sets of questions, assessing 48 different components of tenant satisfaction, such as community appearance and maintenance services. All results were based on a 100 point scale. The details of the survey results have been categorized by facility and will serve as a guide for VPP partners to assess which activities tenants are most satisfied with, areas for improvement and corrective actions to take.

VPP SURVEY RESULTS

More than 5,000 tenants took part in the survey, with an overall satisfaction score of 77.2 (ranked in the “Good” range), which represents a slight drop of less than one point from the score of 78 .1 from last year.

The total scores for each index also fell slightly, indicating that tenants were slightly less satisfied than last year. Although the scores decreased slightly, the higher response rate provided a more accurate insight into the survey results. The following average scores are noted:
• Overall satisfaction index: 77.2
• Ownership index: 76.9
• Service index: 78.7

The three indices (overall, service, and property) provide Marine Corps Housing and PPV Partners insight into PPV tenants’ opinions regarding the condition of their homes, neighborhoods, and the quality of services provided. The three index scores are calculated by taking a weighted average of satisfaction scores for relevant questions within a thematic area. These indices are calculated for each facility, region, PPV partner project and neighborhood.

Overall satisfaction index: of the 15 facilities studied, 14 facilities were rated in the Exceptional, Very Good or Good (75-100) ranges for their overall score, with only one facility rated below average (65-69) .

Ownership Index: Across the 15 facilities, the average Ownership Satisfaction Score was 76.9, which was again in the “Good” range (75-79) this year.

Service Index: Across the 15 facilities, the average score for service quality was 78.7. The MAMFC PPV project again received the highest service quality rating this year with a score of 86, which falls within the exceptional range of “Exceptional” (85-100).

Tenants gave the highest ratings to the following three areas: courtesy of maintenance and management staff, responsiveness of maintenance staff, and community safety. Meanwhile, the following areas received the lowest ratings: responsiveness of the property management team, quality of interior finishes, and pest control.

Additionally, tenants were encouraged to provide feedback on community or housing improvements through an open-ended question. Based on the analysis of over 2,700 comments, general trends included improving the responsiveness and quality of maintenance, securing communities by enforcing standards, improving ownership conditions and the provision of reliable and quality landscaping.

PPV projects with facilities scoring less than 70 must develop a targeted action plan to address issues identified by tenants in survey responses. Only one facility was tasked with developing and implementing an action plan. This action plan will be submitted to the Naval Installations Engineering Systems Command (NAVFAC), which is coordinating with MCICOM to review and monitor progress. The regions will evaluate the progress of the action plans on a quarterly basis. Management will use this information to improve the housing program and continue to provide safe and suitable housing for our tenants.

For more information on Marine Corp Housing, visit: https://www.mcicom.marines.mil/Sections/GF-Facilities/GF-HM-Housing-Management.