Voice of the Customer Program

About the Program

Category: Civic Education and Public Information (Best in Category)

Year: 2018

In response to negative local media coverage, social media posts and comments from elected leaders about an apparent uptick in the amount of junk and trash in the community, the Miami-Dade County Department of Solid Waste Management (SWM) weighed making radical changes to its bulky waste collection service. But before putting those changes into action, the Miami-Dade County Communications Department (COM) helped SWM implement a Voice of the Customer (VOC) program to measure customer sentiment of the service.