Resident 311 Service Quality & Responsiveness Survey

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.

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

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

What was the outcome of your most recent 311 request?

• Fully resolved
• Partially resolved
• Still in progress
• Not resolved
• Not sure / Can't recall

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

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

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

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].

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

• Phone
• City website
• Mobile app
• Email
• In person
• Social media
• Other

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

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

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

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.

What is your age group?

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

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)

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

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

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

• Woman
• Man
• Non-binary
• Self-describe
• Prefer not to say

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

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