The Interactive Customer Evaluation

The Interactive Customer Evaluation (ICE) system is a web-based tool that collects feedback on services provided by various organizations throughout the Department of Defense (DoD). The ICE system allows customers to submit online comment cards to rate the service providers they have encountered at military installations and related facilities around the world. It is designed to improve customer service by allowing managers to monitor the satisfaction levels of services provided through reports and customer comments. ICE provides the following benefits:

  • Allows DoD customers to quickly and easily provide feedback to service provider managers
  • Gives leadership timely data on service quality
  • Allows managers to benchmark the performance of their service providers against other DoD organizations.
  • Encourages communication across organizations by comparing best practices to increase performance results.
  • Saves money

The Department of Defense Quality Management Office (DoD QMO) provides the ICE system and is responsible for high-level system administration and maintenance. Organizations using ICE are responsible for maintaining their own service providers.

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