ICE (Interactive Customer Evaluation)
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Customer Management Services:
ICE + Community FIRST + Annual Customer Service Assessment = Voice of the Customer
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Story by: Customer Service Officer Kelly Kreis
Customer Management Services
The Interactive Customer Evaluation (ICE) system is a major component to providing individual feedback as part of the Customer Management Services program. It provides direct feedback of services received by individuals and promotes rapid interaction between service providers and the customer.
All of the ICE standard questions are designed to provide insight to overall customer satisfaction. The overall satisfaction is designed to rate the customer's total experience. The results of these questions are used to determine the satisfaction percentage displayed on the reports. The overall satisfaction also determines whether or not a service provider manager receives a satisfied or dissatisfied comment card submission e-mail from ICE.
ICE is accessible online. Any customer can click on the ICE logo to be forwarded to the Fort Riley ICE Web site. Customers may also visit https://ice.disa.mil. The ICE system will be monitored daily to ensure customers requesting a response receive their response within 3 working days.