Online feedback aids services improvements



by Kelly Deichert
Air University Public Affairs


6/30/2011 - MAXWELL AIR FORCE BASE, Ala. -- Providing feedback directly to facility managers is as easy as logging onto www.42fss.us and clicking on the "ICE" button.

The Interactive Customer Evaluation system accepts customer feedback through online comment cards. The responses go directly to the activity managers and the commander.

Comments can be anonymous, or customers can provide contact information and request a reply.

The service came to Maxwell Air Force Base a year ago, thanks to the efforts of the 42nd Force Support Services marketing staff.

"The ICE program helps us improve our facilities," said Rachel Mathis, the site manager at Maxwell. "We're always trying to find ways to make things better."

Customers can comment on 42nd FSS activities, such as the bowling centers, outdoor recreation and restaurants. The site also accepts feedback on base services, including education and training services, the Military Personnel Flight, lodging and the veterinarian clinic.

The commissaries and Army and Air Force Exchange Service facilities, including the food court restaurants, shoppettes and Class VI store, are listed as well.

"Providing good feedback helps us recognize our best associates," said Patricia Austin, general manager of the Maxwell/Fort Rucker Consolidated Exchange. "Constructive feedback helps us identify problems and ultimately improve service to all customers."

The ICE program offers customers a direct link to managers, allowing facilities to make productive changes in the community.

"A trend of customer comments regarding problems with our gas dispenser printers led us to purchase new state-of-the-art printers at a cost of $18,000 that are far more reliable for our customers," Ms. Austin said. "They don't jam like the other printers, and the printers cut the receipt for the customer."