The Regional Services Centers (RSC) of Montgomery County, Maryland expressed the need for a system to evaluate the quality of their customer service. This paper discusses the pertinent background as well as the methods we used to develop this system. This report recommends that the RSC use the mail survey and mystery shopper program to perform their evaluations. It also includes a database to record responses from the evaluations and provides instructions for implementing the entire system.

• This report represents the work of one or more WPI undergraduate students submitted to the faculty as evidence of completion of a degree requirement. WPI routinely publishes these reports on its website without editorial or peer review.

Creator

• Haas, Stephen Boyd
• Colognesi, Antonia MarLee
• Blackwell, Brian Patrick

Subject

• Industry
• Computing
• Culture

Publisher

• Worcester Polytechnic Institute

Identifier

• 00B031I

Keyword

• Industrial relations
• Organizational effectiveness
• Marketing

Advisor

• Ma, Yi Hua
• Heinricher, Arthur C.

Year

• 2000

Center

• Washington, DC Project Center - IQP

Sponsor

• Montgomery County Regional Services Centers (RSC)

Date created

• 2000-01-01

Location

• Washington

Resource type

• Interactive Qualifying Project

Rights statement

• In Copyright