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Nonprofit & Civic

Resident 311 Service Quality & Responsiveness Survey

Measures resident satisfaction with municipal 311 non-emergency services across submission channels, response timeliness, resolution outcomes, and institutional trust to guide service improvement priorities.

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設問の例

テンプレートの内容をプレビューできます。すべての設問は公開前に自由に編集できます。

全20問・約9分
Q01
メッセージ

Welcome to the 311 Service Feedback Survey. This survey asks about your experience with the city's 311 non-emergency service system. Your participation is entirely voluntary, and you may stop at any time. There are no right or wrong answers — we are interested in your honest opinions. All responses are confidential and will be reported only in aggregate. The results will be used to identify opportunities for improving 311 services. Estimated time: 10 minutes.

Q02
選択式

In the past 12 months, have you submitted a request through the city's 311 system?

  • Yes, at least one request
  • No, none
  • Not sure / Can't recall
Q03
オピニオンスケール

Thinking about your most recent 311 request, how would you rate the speed with which your request was acknowledged?

スケール: 1 – 7
最小:Very slow最大:Very fast
Q04
選択式

What was the outcome of your most recent 311 request?

  • Fully resolved
  • Partially resolved
  • Still in progress
  • Not resolved
  • Not sure / Can't recall
Q05
オピニオンスケール

How much do you trust the 311 system to handle requests fairly and equitably?

スケール: 1 – 7
最小:No trust at all最大:Complete trust
Q06
自由回答（長文）

Based on your responses in this survey, what one change would most improve the city's 311 service?

Q07
選択式

Which best describes where you live relative to the city served by this 311 system?

  • Within city limits
  • Adjacent suburb
  • Outside the metro area
  • Prefer not to say
Q08
メッセージ

Thank you for completing this survey. Your feedback will be used in aggregate to help improve 311 services in your community. If you have any questions about this research, please contact [survey administrator email].

Q09
選択式

Which channel did you most recently use to submit your 311 request?

  • Phone
  • City website
  • Mobile app
  • Email
  • In person
  • Social media
  • Other
Q10
オピニオンスケール

How would you rate the frequency and quality of status updates you received about your request?

スケール: 1 – 7
最小:Very poor最大:Excellent
Q11
オピニオンスケール

Overall, how satisfied are you with the city's 311 service?

スケール: 1 – 7
最小:Very dissatisfied最大:Very satisfied
Q12
ランク付け

Please rank the following potential 311 improvements from highest to lowest priority for you.

  1. Faster acknowledgment of requests
  2. Faster resolution of issues
  3. Clearer and more frequent status updates
  4. Better online/app status tracking tools
  5. More accurate routing to the right department
ドラッグして順位を付ける
Q13
AIインタビュー

We'd like to understand more about your experience with 311. An AI moderator will ask a couple of brief follow-up questions based on your responses so far.

Q14
プルダウン

What is your age group?

  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65+
  • Prefer not to say
Q15
選択式

What was the primary issue category for your most recent 311 request?

  • Potholes / Street maintenance
  • Sanitation / Trash
  • Graffiti / Blight
  • Noise complaint
  • Streetlight / Traffic signal
  • Animal control
  • Housing / Building issues
  • Parking / Enforcement
  • Other (please specify)
Q16
オピニオンスケール

How would you rate the overall timeliness of your request's resolution?

スケール: 1 – 7
最小:Very slow最大:Very fast
Q17
オピニオンスケール

How likely are you to use the 311 system the next time you need to report a non-emergency issue?

スケール: 1 – 7
最小:Very unlikely最大:Very likely
Q18
選択式

Which gender identity best describes you? Select all that apply.

  • Woman
  • Man
  • Non-binary
  • Self-describe
  • Prefer not to say
Q19
プルダウン

What is the highest level of education you have completed?

  • High school or less
  • Some college / Associate degree
  • Bachelor's degree
  • Graduate or professional degree
  • Prefer not to say
Q20
プルダウン

What is your current employment status?

  • Employed full time
  • Employed part time
  • Self-employed
  • Student
  • Unemployed and looking for work
  • Not working by choice (e.g., caregiver)
  • Retired
  • Prefer not to say

含まれる機能

  • AIによる深掘り

    自由回答に合わせてAIが追加で質問し、固定のフォームでは拾えない具体的な内容を引き出します。

  • 注意確認設問

    急いだ回答や質の低い回答者を除外する仕組みを標準で備えています。

  • AIが作成する設問文

    文言、設問の順序、条件分岐をAIが調査の目的に合わせて作成します。

  • 自動レポート

    回答が集まると、テーマ、引用、わかりやすい要約が自動で作成されます。

他ツールとの比較

ほかのアンケートツールで最も近いテンプレートを調べました。それぞれの優れている点と、このテンプレートがさらに踏み込んでいる点をまとめています。

このテンプレートを選ぶ理由

  • Purpose-built for 311 specifically: asks which submission channel was used, the issue category, and separately rates speed of initial response, status-update quality, and overall resolution timeliness — not a generic satisfaction scale
  • Includes a ranking question on improvement priorities and an open-text question asking respondents to name the one change that would most improve the system, giving both prioritized and free-form input for service planning
  • Adds an AI follow-up interview segment so residents can elaborate on their specific 311 experience beyond fixed-choice answers, with transparent prompts rather than a black-box process
  • Captures institutional trust, likelihood to reuse the system, and demographic/residency breakdowns so equity gaps in 311 responsiveness can be analyzed by subgroup

SurveySparrow

Resident Satisfaction Survey Template

A general resident satisfaction template aimed at municipalities, likely covering broad quality-of-life and service perception questions rather than 311-specific channel and timeliness metrics. It appears to be a ready-to-field static template within SurveySparrow's conversational survey format. Good for general civic satisfaction tracking, but not tailored to the request-submission-to-resolution journey that a 311 survey needs to isolate.

優れている点

  • Delivered in SurveySparrow's conversational, chat-like survey format which can improve completion rates
  • Framed specifically for municipal/resident audiences rather than a generic business CSAT template
  • Ready-to-use template structure for quick deployment

物足りない点

  • No adaptive AI follow-up interviewing or voice AI interview option to probe why a resident rated timeliness or trust the way they did
  • No automated per-response quality scoring or transparent prompt-level methodology published for the template
  • Likely measures general resident satisfaction rather than granular 311-specific metrics like channel used, status-update quality, or per-request resolution outcome

よくあるご質問

「Resident 311 Service Quality & Responsiveness Survey」テンプレートにはどのような設問が含まれていますか？

すぐに使える設問が20問含まれており、最初の設問は次のとおりです：「Welcome to the 311 Service Feedback Survey. This survey asks about your experience with the city's 311 non-emergency ser…」・「In the past 12 months, have you submitted a request through the city's 311 system?」・「Thinking about your most recent 311 request, how would you rate the speed with which your request was acknowledged?」。すべての設問は上でプレビューでき、自由に編集できます。

このアンケートの回答にはどのくらい時間がかかりますか？

回答者は通常、20問を約9分で回答し終えます。

テンプレートは編集できますか？

はい。公開前であれば、すべての設問、選択肢、順序を編集できます。設問の追加や削除のほか、調査の目的に合わせた作り直しをAIエディターに依頼することもできます。

このテンプレートは無料で使えますか？

はい。エディターで開けば、すぐに編集を始められます。お試しにアカウントは不要で、無料プランでアンケートを公開できます。

公開の準備はできましたか？

このテンプレートをエディターで開いてみてください。最初の回答者が目にする前に、すべてを自由に変更できます。

このテンプレートを使う無料で始める

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