How can we increase response rates for the 311 customer service satisfaction survey?

311 helps residents improve city neighborhoods by empowering them to report non-emergency related issues like potholes, graffiti, animal cruelty, and more suing the phone, a mobile app, or a web app. The customer service office has a survey that asks 311 users how satisfied they were with the 311 experience. This feedback helps the 311 office improve their services.

This trial consisted of updating two main 311 mechanisms: 1) the 311 email and subscription process; and 2) the customer service satisfaction survey. First, the project team reviewed the proposed email and subscription process shared by the 311 Customer Service Office and provided feedback/suggestions for how some minor changes may help increase the response rates of the customer service satisfaction survey. Next, they reviewed the existing customer service satisfaction survey and identified several areas for improvements. The team provided a proposed revised version of the survey, conducted four focus groups to solicit feedback on the revised survey, and then incorporated that feedback to create a final revised customer service satisfaction survey approved by the 311 Call Center. This project also provided student engagement and support—involving the participation of a UTSA undergraduate student.