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311 Online Call Center Experience Survey
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New York City's 311 is committed to delivering a service that meets the needs of its residents and we would like to hear from you.

We will only ask you questions about your 311 call center experience. Your participation in the survey is voluntary. This survey takes a few minutes to complete.

1. Please specify the nature of your call

2. Including your most recent call, about how many times have you called 311 in the past 6 months?
Once
Twice
3 - 5 times
6 - 10 times
More than 10 times

 

3. When you called 311 you initially heard a recorded message(s). On a scale from "1" to "10", where "1" is "Not Very Useful" and "10" is "Very useful", how useful is the information in the recorded message(s)?


1

2

3

4

5

6

7

8

9

10

not very useful

very useful

 

4. On a scale from "1" to "10," this time where "1" is "A Very Long Time" and "10" is "a Very Short Time," please rate the amount of time you spent waiting to speak with a representative.


1

2

3

4

5

6

7

8

9

10

a very long time

very short time

 

5. Did you speak with more than one person at 311 during your most recent call?
Yes
No
Don't Know

IF ANY OF THE QUESTIONS Q6-Q12 ARE RATED “5” OR LOWER, CUSTOMER GETS TEXT BOX POP-UP “Please explain"
 

Now, think about the customer service representative at 311 who most recently helped you. On a scale from "1" to "10," where "1" is "Poor" and "10" is "Excellent," please rate that individual on the following:

6. Courtesy and professionalism


1

2

3

4

5

6

7

8

9

10

 poor

excellent

 

7. Asking relevant questions in order to understand your issue


1

2

3

4

5

6

7

8

9

10

 poor

excellent

 

8. Ability to quickly determine your needs


1

2

3

4

5

6

7

8

9

10

 poor

excellent

 

9. Communicating in a personable and natural manner


1

2

3

4

5

6

7

8

9

10

 poor

excellent

 

10. Communicating information in a clear and understandable manner


1

2

3

4

5

6

7

8

9

10

 poor

excellent

 

11. Providing you with the information you needed


1

2

3

4

5

6

7

8

9

10

 poor

excellent

 

12. Providing objective information free from personal opinion


1

2

3

4

5

6

7

8

9

10

 poor

excellent

 

13. Using a 10-point scale on which "1" means "Very Dissatisfied" and "10" means "Very Satisfied," how satisfied are you with your recent experience with 311?


1

2

3

4

5

6

7

8

9

10

very dissatisfied

very satisfied

 

14. To what extent has 311 fallen short of your expectations or exceeded your expectations? Please use a 10-point scale on which "1" now means "Falls Short Of Your Expectations" and "10" means "Exceeds your Expectations."


1

2

3

4

5

6

7

8

9

10

falls short of your expectations

exceeds your expectations

 

15. Imagine an ideal service that would provide government information and non-emergency services for all of New York City. How well do you think 311 compares with that ideal? Please use a 10-point scale on which "1" means "Not Very Close To the Ideal" and "10" means "Very Close To The Ideal."


1

2

3

4

5

6

7

8

9

10

not very close to the ideal

very close to the ideal

 

16a. Was your issue resolved to your satisfaction?
Yes
No
Don't Know

 

16b. You just indicated that your issue was not resolved to your satisfaction. Could you please explain why?

 

17a. Did you have a service request during your most recent call?
Yes
No
Don't Know

 

17b. If your issue has not yet been resolved, how confident are you that your issue will be resolved. (If question does not apply, leave blank.) Please use a scale from "1" to "10" where "1" means "Not Very Confident" and "10" means "Very Confident."


1

2

3

4

5

6

7

8

9

10

not very confident

very confident

 

18a. Did you need to make follow up calls to 311 to get additional information about your original call?
Yes
No
Don't Know

 

18b. Please tell us more about your issue and why follow up was required.

 

19. If 311 were not available what resources would you have used?

 

20a. Have you used 311 Online?

 

20b. If Yes, do you find the Online experience to be better, the same as or not as good as using the 311 call center??


 

21. Do you have any final comments you would like to share about 311?

We would like to thank you for your time and participation today. Your feedback is greatly appreciated.

     

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