Get Full Government Meeting Transcripts, Videos, & Alerts Forever!
Marin Builders Association and county report net-promoter score gains after permit improvement work
Summary
Phase 3 of the Marin Builders Association's Permit Improvement Program showed measurable customer-service gains: net promoter score improved from -55.4 to -21.9; key recommendations include staff development, technology consolidation (ProjectDocs fixes), and a single project manager point-of-contact.
County staff and the Marin Builders Association presented Phase 3 results on the multi-year Permit Improvement Program (PIP), reporting measurable improvement in customer experience and laying out next steps to increase permitted construction and reduce unpermitted work.
Rick Wells and Casey Mazzoni of the Marin Builders Association summarized outreach and data collection for Phase 3: 133 online surveys,…
Already have an account? Log in
Subscribe to keep reading
Unlock the rest of this article — and every article on Citizen Portal.
- Unlimited articles
- AI-powered breakdowns of topics, speakers, decisions, and budgets
- Instant alerts when your location has a new meeting
- Follow topics and more locations
- 1,000 AI Insights / month, plus AI Chat
