MARINE CORPS AIR STATION NEVER RIVER, N.C. - Dissatisfied with the hours the gym is open? Thrilled about the sales at the commissary? Wishing you could relay feedback to these establishments?
Three words – Interactive Customer Evaluation.
The Interactive Customer Evaluation system, commonly referred to as ICE, is an electronic avenue that allows individuals to leave feedback about establishments or businesses located on Marine Corps Air Station New River.
ICE is formatted similarly to an online survey. There are six questions inquiring about the experience the customer had and the product they received. The answers are based on a five-point scale, ranging from “excellent” to “awful.”
There’s also a section for participants to leave constructive criticism or suggestions as to how bases and establishments can be improved.
Sgt. Maj. Robert A. Allen, the air station sergeant major, said that one goal of the ICE system is to take the comments and suggestions provided and use them as a guide to improve the air station.
“In general the ICE program is really effective,” Allen said. “It’s a program that I think can effect change.”
Many of the suggestions for improvement are tested with trial periods and surveys. A recent ICE comment revealed that some Marines aboard the air station wanted the new fitness center to accommodate those working a night shift by extending their hours.
A trial period was conducted in which the gym extended its hours to 11 p.m. However, the amount of Marines that utilized the extended hours was not enough to be fiscally worth making the change permanent, Allen said.
“We always try and get better aboard this air station,” Allen said. “But you have to realize that we’re a military institution and just because one person likes steak doesn’t mean we should eat steak five days a week.”
Marines are still encouraged to continue submitting helpful feedback so that issues can be resolved and suggestions can at least be tested and see if a permanent change could be made for a better air station.
Although it’s optional, those leaving ICE comments are encouraged to leave contact information, Allen said.
“Leave names and phone numbers so that we can get back to you,” he said. “If we don’t have a point of contact, we can’t resolve the issue.”
To leave an ICE comment, simply go to http:/www.ice.disa.mil.com.
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