Customer feedback drives Fort Rucker services
July 11, 2013
FORT RUCKER, Ala. (July 11, 2013) -- "Feedback is the breakfast of champions," Ken Blanchard once said, and that's why Fort Rucker provides its customers with a way to stay connected and let the installation know not only what it's doing wrong, but what it's doing right.
The Interactive Customer Evaluation program is a Web-based Department of Defense program that customers can use to get information about services that are provided on the installation and provide feedback about those services, said Kristina L. Davis, lead management and program analyst for the plans, analysis and integration office.
"It's important to have a program like this because it gives customers a voice and it's a quick and easy way for them to provide feedback," she said. "The information they give… goes immediately to the service provider manager."
The program is used to let service providers know not only what they might be able to improve, but also to praise those that are doing their jobs well.
"I don't think that everyone really understands that ICE isn't just a complaint tool," said Janice Erdlitz, Directorate of Family, Morale, Welfare and Recreation marketing director. "It also serves as a great tool to let managers know about staff members who are providing outstanding customer service.
"We sometimes forget how much a positive comment can affect employee morale," she said. "Family and MWR also use the ICE program to recognize employees who receive positive ICE comments."
The recognition that people get for doing a good job doesn't only come from the organization or service provider that the employee works for, but can come from installation leadership as well, said Davis.
People can also use the program to submit feedback anonymously, but customer service can be better provided if people sign their names and provide contact information, said Davis.
"We have a policy for people that request contact back from a manager to be contacted within three days," she said. "If people (provide contact information), especially if there has been some kind of problem, that gives the manager a chance to get more information… and let the person know what the resolution is."
ICE allows service providers the opportunity to see how the public views their facilities, whether good or bad, said Erdlitz.
"Managers can see how patrons are rating their facility and can look for areas that need improvement," she said. "Sometimes I think patrons aren't aware that if there is an area that needs improvement, the first step really is letting the manager know first to see if they can directly fix the issue.
"If you experience a problem, ask to speak with the manager," she continued. "Often, the problem or issue can be handled immediately, and if not, ICE is a good source to follow up with. We hope our patrons will use ICE as more than a complaint tool, but as a positive reward tool to let us know what great service they are experiencing."
Some of the services on Fort Rucker such as the bowling center and other MWR facilities have computers or kiosks set up that are dedicated for use by customers to give feedback through ICE.
"Quality of life is so important for (the Fort Rucker) community, and through ICE, (people) can directly affect customer service," said Erdlitz. "We wanted to make ICE as convenient as we could for our patrons."
MWR provides links on their website, www.ftruckermwr.com, that go directly to ICE for customers to use and provide feedback on their services, she added.
People can also fill out paper ICE cards and give them to a manager.
"I think all the people I work with here on the installation really are here for the customer," said Davis. "Letting them know how well they are doing or how they can improve is really important."
To use the ICE system, visit www.rucker.army.mil/ or www.ice.disa.mil.