Survey Says: Permitting, Inspections and Plan Review Receive High Marks for Customer Service
Customers have spoken, recognizing Orange County employees for delivering knowledgeable, responsive and compassionate service throughout the permitting, inspections and plan review processes.
Survey results collected over more than a year, from June 2025 through July 2026, show strong satisfaction across permitting, inspections and plan review Every measured category received an average rating above 4.1 out of 5, with most exceeding 4.3. Inspections averaged above 4.7, while permitting averaged above 4.5. On a 100-point scale, these scores equate to ratings above 90.
These results are especially noteworthy for service providers in the public sector. For comparison, the 2025 American Customer Satisfaction Index rated federal government services at 70.4 out of 100 and government customer service overall at 77 out of 100. While the surveys use different methodologies and cannot be directly compared, Orange County's consistently high ratings reflect an exceptional level of customer satisfaction.
Of the written comments categorized in the survey summary, 272 were positive - nearly two-thirds of all categorized responses. Customers repeatedly noted that employees who take ownership, communicate clearly and follow through can transform an unfamiliar or complicated process into a manageable one.
Employees Making a Difference
Permit professional Rima Mereuta received the most individual recognition, appearing in 27 positive reviews. Customers praised her patience, professionalism, responsiveness and ability to resolve complex permitting issues. One customer described Rima as “an absolute model employee,” while others said she made the permitting process easier and less stressful by providing accurate information and seeing issues through to resolution.
Elsa Guilbe received nine positive mentions for being patient, attentive and efficient. Customers highlighted her timely email responses and ability to resolve complex issues without making them feel rushed.
Debra Reed and Nikki Townsend each received eight recognitions. Debra was repeatedly praised for being polite, knowledgeable and responsive. Customers said she quickly provided the information needed to reopen expired permits and schedule inspections. Nikki was recognized for her empathy, professionalism and willingness to guide customers through challenging situations. One customer described her as a “valuable asset” who went above and beyond to help.
Several employees received six positive mentions each. Amanda Koch was recognized for her responsiveness, professionalism and habit of following up, even when questions fell outside her immediate area of responsibility. Daniel Lee earned praise for exceptionally fast, thorough responses, with customers noting he often resolved inquiries within minutes. Olga Torres was commended for taking ownership of unresolved issues and providing patient, effective support.
Tawanda Jones was recognized as a knowledgeable and dependable resource who understands the importance of timely responses. Yenny Capella was praised for making complicated processes feel smooth and manageable through patient, detailed guidance. Customers working with multiple jurisdictions described her service as exceptional and said Orange County was fortunate to have her.
Recognition also extended to the inspections team. Jeff Volz was praised for his accessibility, knowledge and willingness to explain possible solutions. William Back received several strong reviews for being professional, punctual, thorough and clear when discussing inspection findings and next steps. Other inspectors, including Richard Johns, Pedro Nunez, Justin Key and Stephen Nagy Jr., were recognized for professionalism, courtesy and ability to clearly explain code requirements.
Additional employees receiving multiple compliments included Emmitt Taylor, Robin Porter, Kimberly Tosado-Rivera, Mirriam Merced-Brown, Courtney Thomas, Luz Mannix and Barbara Russotto.
While the survey identified opportunities to further simplify processes and strengthen communication, its clearest message is that Orange County employees are making a meaningful difference every day. Their responsiveness, expertise and commitment to customer service continue to build trust and demonstrate the value of outstanding public service.