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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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샘플 질문

템플릿에 포함된 내용을 미리 확인해 보세요. 모든 질문은 설문 공개 전에 자유롭게 수정할 수 있습니다.

질문 20개 · 약 9분
Q01
메시지

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
객관식

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
의견 척도

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

척도: 1 – 7
최소:Very slow최대:Very fast
Q04
객관식

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
의견 척도

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

척도: 1 – 7
최소:No trust at all최대:Complete trust
Q06
장문형

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

Q07
객관식

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
메시지

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
객관식

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

  • Phone
  • City website
  • Mobile app
  • Email
  • In person
  • Social media
  • Other
Q10
의견 척도

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

척도: 1 – 7
최소:Very poor최대:Excellent
Q11
의견 척도

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

척도: 1 – 7
최소:Very dissatisfied최대:Very satisfied
Q12
순위 매기기

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
드래그하여 순위 지정
Q13
AI 인터뷰

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
드롭다운

What is your age group?

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

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
의견 척도

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

척도: 1 – 7
최소:Very slow최대:Very fast
Q17
의견 척도

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

척도: 1 – 7
최소:Very unlikely최대:Very likely
Q18
객관식

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

  • Woman
  • Man
  • Non-binary
  • Self-describe
  • Prefer not to say
Q19
드롭다운

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
드롭다운

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

포함된 기능

  • AI 후속 질문

    정형화된 설문이 놓치는 세부 내용을, 주관식 답변에 맞춰 AI가 심층 질문으로 끌어냅니다.

  • 주의력 확인 장치

    성의 없는 답변과 저품질 응답자를 걸러내는 내장 안전장치입니다.

  • AI가 작성한 문안

    문구, 질문 순서, 분기 로직까지 AI가 연구 목표에 맞춰 작성합니다.

  • 자동 리포트

    응답이 모이면 주요 주제, 인용문, 이해하기 쉬운 요약이 자동으로 작성됩니다.

다른 서비스와 비교

다른 설문 도구의 가장 유사한 템플릿을 검토했습니다. 그 도구들이 잘하는 점과, 이 템플릿이 한발 더 나아가는 지점을 정리했습니다.

이 템플릿을 선택하는 이유

  • 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.

잘하는 점

  • 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

아쉬운 점

  • 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

자주 묻는 질문

“Resident 311 Service Quality & Responsiveness Survey” 템플릿에는 어떤 질문이 포함되어 있나요?

바로 사용할 수 있는 질문 20개가 포함되어 있으며, 처음 질문은 다음과 같습니다: “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?”. 전체 질문은 위에서 미리 볼 수 있고 모두 수정 가능합니다.

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