What's your feedback? - Put it on ICE

  • Published
  • By Staff Report
  • 100th Mission Support Group
RAF Mildenhall, England --  Customer service is a major focus of RAF Mildenhall's 100th Mission Support Group.  Services across the installation are encouraging Airmen and family members to give feedback on their experience at customer service establishments through the Interactive Customer Evaluation website.

ICE allows Department of Defense customers to rate products and services provided by DoD offices and facilities not only on the installation, but worldwide. With this customer feedback initiative, customer oriented activities look to improve services across the installation and also reward those employees that exceed expectations.

The site can be reached via the official RAF Mildenhall website by clicking on the ICE icon under Popular Links on the left side of the screen.

Additionally, at almost every location on RAF Mildenhall that has a customer service section, Airmen will see either an ICE site sign or be given an ICE card as a reminder to provide feedback.  For those who are technologically inclined, some locations display a QR code which allows a customer to provide immediate feedback using a smart device with the QR code reader application.

"If patrons have comments about service received on base, good or bad, they should provide it through ICE," said Lt. Col. Albert Franke, 100th MSG deputy commander. "Even if it was poor customer service, submitting it on ICE is the best way to inform leadership and help services improve." 

Customers may leave their contact information to get a personal response back or leave an anonymous complaint. Whether anonymous or not, a supervisor will receive the comment and take action.

"Customer service functions sometimes fall into habits because 'that's the way things have always been done,' but it may not always be what the customer wants or expects," said Franke. "Our goal is to improve services for our Airmen and their families, and the main way we can improve is to get that direct feedback from the customer." 

If service is excellent or if things can be done better, they are welcoming those fresh perspectives using the ICE website.

For more information about ICE or to submit a comment, go to: http://ice.disa.mil/index.cfm?fa=site&site_id=492&dep=DoD.