DPW Launches New Quality Assurance Survey for Water Bill Concerns

Wednesday Jun 22nd, 2022

Green banner with DPW logo and text "Department of Public Works Press Release"

DPW Launches Quality Assurance Survey
Improving Your Experience with DPW 

Yesterday, the Baltimore City Department of Public Works (DPW), Customer Service and Support Division launched its new Quality Assurance Survey. The survey's launch will provide the Department with direct feedback from City residents regarding their water billing customer service requests experience. 

Residents can now rate their Call Center experience on a scale of 1 to 5, with 5 indicating complete satisfaction. The survey will automatically start at the end of each call received in the Call Center. Residents who submit requests via the web will receive the survey by email once service requests are closed out. 

This new survey system will allow DPW to measure the quality and successful resolution of calls coming through our Call Center regarding water bills. DPW strongly encourages and looks forward to hearing feedback from City residents as we continue to strive to be the "Best in Class," said Director Mitchell.

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