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Service Areas

The Citywide customer service indicators fall under one of five service areas. Click on a service area to find out more.

Customer Service ChannelsCustomer Service Channels
Service channels refer to the different ways in which residents interact with City agencies. This data reflects the total activity level as well as key performance metrics associated with their customer service contact points, including the Internet, letters, emails, walk-in facilities, and call centers.
Customer SurveyCustomers Surveyed
Data includes the number of customers surveyed for overall customer satisfaction.
311 Service Level Agreements311 Service Level Agreements
Data includes agency performance compared to 311 service level agreements.
Customers Observing & Researching Experiences (CORE) Customers Observing & Researching Experiences (CORE)

Data includes "secret shopper" ratings of conditions at the City's walk-in centers.

Language AccessLanguage Access
Data on the number of requests for interpretation completed by an agency.