Naval Base Guam Navy Exchange wins Bingham Award - again
SANTA RITA, Guam (Sep. 3) – More than 250 proud employees, patrons and servicemembers gathered at the Navy Exchange (NEX), Naval Base Guam (NBG), to celebrate the NEX being awarded the Bingham Award as the best of the best NEXs across the globe for 2014 during an 8 a.m. ceremony here, Sep. 3.
“When folks get ready to move to Guam, they usually don’t quite know what to expect far away in the middle of the Pacific Ocean,” said Capt. Andy Anderson, NBG Commanding Officer. “Within the first 18 hours or so, they ultimately find their way to the NEX here in Guam and quickly realize that this is the place to go to eat and shop. It’s not just about the products and services, it’s also in the manner which people meet and greet you here and really care about you that makes people come back every time.”
“Winning the Bingham Award represents a tremendous achievement on the part of the store associates and managers as well as the base community,” said Robert Bianchi, said Rear Adm. Robert J. Bianchi (Ret), Chief Executive Officer, Navy Exchange Service Command (NEXCOM), who presented the award. “Celebrations like this one today exemplify the true spirit, dedication and professionalism of our associates. You take to heart the mission of our command…you insist on premier customer service, and more importantly, customer satisfaction. This is what you deliver each and every day. And with the mainland being about six thousand miles away, there is no better example of supporting that mission than here.”
The Bingham Award was named after Capt. W.H. Bingham, who in 1946 was directed by the Secretary of the Navy to establish the Navy Exchange system. The award is presented to the best of the best NEXs in nine sales categories for overall financial results and customer service. The award grades Exchanges on several key areas of Navy Exchange operations including: Associate Satisfaction Surveys, Customer Satisfaction Surveys, Inventory Control management, and Exchange profits. The stores are rated on a 100-point scale utilizing each NEX’s annual goals, and compared to similar sized NEXs. NEX Guam won the award in the top sales category reporting revenue of $85 million or more in fiscal year (FY) 2014. NEX Guam also won the award two out of the past three years and seven wins over the past decade.
“Every member of the NEX team goes above and beyond to provide the best customer care,” said Rear Adm. Bette Bolivar, Commander, Joint Region Marianas, while addressing all the associates and employees of NEX. “We commend you all for your commitment to your patrons. I salute each and every one of you, not only for earning this prestigious award, but also for the dedication you demonstrate every single day.”
“We pay attention to our customers and their needs and keep the shelves stocked, provide service with a smile and keep the customers happy,” said Phil Harrison, NEX Guam District Manager. “We have a unique challenge being located on a remote island, but we pay attention, we take action and we follow through to give our customers the very best. We also embrace the team and the family concept here. People like working for the NEX, and it shows.”
NEX Guam exceeded expectations despite even more stringent and rigorous grading criteria – total sales were $95.4 million (112 percent) along with the highest scores in customer satisfaction. In the past decade, NEX Guam won Bingham Awards in FY 2002, 2003, 2004 (Naval Hospital Guam), 2006 (Naval Computer and Telecommunications Station), and when NEX Guam consolidated its NEX assets into one, it won the Bingham Award for FY 2010, runner-up for 2011, and winner for 2012 and now 2014. According to Sue Gentapanan, retail buyer for District Guam, FY 2013 was a difficult year for all NEXs due to the challenges of the economy and the effects of sequestration, which caused an “economic Domino effect.”
In addition to the Bingham Award, NEX Guam donated an estimated $800,000 in FY 2014 to quality-of-life programs on NBG including Morale, Welfare and Recreation Guam.
The Navy Exchange facilities in Guam consist of 12 stores:
NEX Guam Main Complex: 9 a.m. to 8 p.m.
NEX Home Center: 9 a.m. to 8 p.m. - hardware, appliances, sports and gardening
NEX Home Gallery: 9:30 a.m. to 7 p.m. - furniture (including delivery services)
Apra Mini Mart: 9 a.m. to 9 p.m.
Car Care Center: 8 a.m. to 6 p.m.
NCTS Mini Mart: 9:30 a.m. to 8 p.m.
NCTS Autoport: 7 a.m. to 8 p.m.
U.S. Naval Hospital (USNH) Guam Mini Mart: 7 a.m. to 9 p.m.
USNH Guam Autoport: 7 a.m. to 9 p.m.
USNH Guam Minimart and Gift Shop: 8 a.m. to 4 p.m.
Polaris Point Mini Mart: 7 a.m. to 6 p.m.
NEX Mini Mart and Autoport: open 24 hours, 7 days/week; except Christmas Day
The ribbon-cutting of the new NEX minimart and Autoport, Dec. 14, 2014 was another recent highlight of NEX Guam. The state-of-the-art, 24-hour minimart is a 10,000 square-foot mini Exchange with a full range of necessity items, food and snack bar (offering a wide selections of Grab ‘n Go items and Health and Comfort products in accordance with 21st Century Navy and Marine Corps Initiatives), with an attached Subway restaurant. The new Autoport consists of seven double-sided fuel dispensing islands (14 gas pumps) with two diesel pumps and a propane tank refill station. This very popular, new minimart is a prime example of commitment to excellence in customer service, and constructed with top-notch engineering, craftsmanship and technology.
For more information, contact the Naval Base Guam Public Affairs Office at (671) 339-2664/2663