Our team designed and piloted a reusable customer survey for measuring adherence to give core criteria that make up effective complaint handling in Montgomery County's Department of Permitting Services. In our analysis, we discerned systematic differences between satisfied and dissatisfied customers in order to direct technical suggestions for improving the complaint handling process. We also designed presentations with existing software for explaining how to use our spreadsheets that automatically display a graphical distribution of raw data.

• 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

• Hamel, Rebecca
• Kauffman, John Gabriel
• Paladines, William Xavier
• Ross, Erik K.

Subject

• Learning
• Computing
• Community

Publisher

• Worcester Polytechnic Institute

Identifier

• 02B021I

Keyword

• Educational surveys--Design

Advisor

• Vernon-Gerstenfeld, Susan
• Biederman, Ronald R.

Year

• 2002

Center

• Washington, DC Project Center - IQP

Date created

• 2002-01-01

Location

• Rockville

Resource type

• Interactive Qualifying Project

Rights statement

• In Copyright