Interactive customer evaluation (ICE) is implemented in web-based applications. Its purpose is to provide feedback. The term does not refer to a commercial application.

The interactive customer evaluation (ICE) is a web-based tool that collects feedback on web applications, computer software , or other services provided by a company or organization. The ICE system Allows customers to submit online how cards to rate the services providers They Have Encountered. It is designed to improve customer service by allowing managers to monitor the level of service provided. ICE provides the following benefits:

  • Allows 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 organizations.
  • Encourages communication across organizations by comparing best practices to increase performance results.
  • Saves money

Typical ICE

A typical example is a feedback form or comments form, which provides a text area for a user to submit his or her recommendations for improving the service.

Advanced ICE

Advanced ICE implementations may include rating systems for various aspects of the service. The case for an advanced ICE implementation:

The managers want to know exactly what to expect in the application, to keep the customers happy. The customers, however, will have limited time and energy to report the shortcomings. By providing a rating system (usually a numerical scale of 1 to X, where X is 5 or 10), general satisfaction can be conveyed. By providing a text area in addition to the system rating, a user can express specific shortcomings.

ICE response

It is typical to acknowledge the user’s ICE submission immediately after the submission. This is usually in the form of a web page, if the ICE used a web page. In addition, if the user’s identity is known, an automated email response is customary.

In all responses, users are thankful for their time and help to make the service better. In addition, some services may wish to be guaranteed some level of follow-up.