Faculty Advisor

Heinricher, Arthur C.

Faculty Advisor

Ma, Yi Hua


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.


Worcester Polytechnic Institute

Date Accepted

January 2000

Project Type

Interactive Qualifying Project


Restricted-WPI community only

Advisor Department

Mathematical Sciences

Advisor Department

Chemical Engineering