Biederman, Ronald R.
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.
Worcester Polytechnic Institute
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