Customer satisfaction among residential customers segment and improving the customer experience are among top challenges that recycling service providers face. Generally speaking, customers are looking for short wait and rapid response times to their inquiries and problems. How can Lakeshore Recycling Systems (LRS) engage their customers more effectively to bring about greater customer satisfaction? What digital tools and resources could be better optimized to promote efficiency and effectiveness in responding to customer inquiries and complaints? Lakeshore Recycling Systems aims to improve customer satisfaction, and is asking students to conduct research to measure current practices, learn about best practices, and identify opportunities for improvement. At the end of the project, LMS is looking for students to propose a customer engagement strategy based upon the analysis.