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Homestead uses online feedback to improve customer service.

Homestead Air Reserve Base, Florida, has implemented a new web-based tool called the Interactive Customer Evaluation System that collects feedback on the services provided by various organizations on base.

Maj. Christopher Baker of the 482nd Force Support Squadron, who serves as the ICE administrator, said the system is designed to "improve customer service by allowing managers to monitor the satisfaction levels of services provided through reports and customer comments."

Baker said the system allows Department of Defense 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; and saves money by providing managers a free tool to collect and organize feed back data used for process improvement.

"For the FSS, it allows our customers to quickly and easily provide feedback to our managers and leadership, with data on the service quality, so we can Find out how we can best service our customers," Baker said. "It also allows managers to benchmark the performance of their service providers against other DOD organizations and encourages communication across organizations by comparing best practices to increase customer service and performance." (482ncl Fighter Wing public affairs)

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Title Annotation:ROUND the RESERVE
Publication:Citizen Airman
Date:Dec 1, 2015
Words:215
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