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.
What's Included
AI-Powered Questions
Intelligent follow-up questions based on responses
Automated Analysis
Real-time sentiment and insight detection
Smart Distribution
Target the right audience automatically
Detailed Reports
Comprehensive insights and recommendations
Template Overview
20
Questions
AI-Powered
Smart Analysis
Ready-to-Use
Launch in Minutes
This professionally designed survey template helps you gather valuable insights with intelligent question flow and automated analysis.
Sample Survey Items
Q1
Chat Message
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: 5–7 minutes.
Q2
Multiple Choice
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
Q3
Multiple Choice
Which channel did you most recently use to submit your 311 request?
Phone
City website
Mobile app
Email
In person
Social media
Other
Q4
Multiple Choice
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)
Q5
Opinion Scale
Thinking about your most recent 311 request, how would you rate the speed with which your request was acknowledged?
Range: 1 – 7
Min: Very slowMid: NeutralMax: Very fast
Q6
Opinion Scale
How would you rate the frequency and quality of status updates you received about your request?
Range: 1 – 7
Min: Very poorMid: NeutralMax: Excellent
Q7
Opinion Scale
How would you rate the overall timeliness of your request's resolution?
Range: 1 – 7
Min: Very slowMid: NeutralMax: Very fast
Q8
Multiple Choice
What was the outcome of your most recent 311 request?
Fully resolved
Partially resolved
Still in progress
Not resolved
Not sure / Can't recall
Q9
Opinion Scale
Overall, how satisfied are you with the city's 311 service?
Range: 1 – 7
Min: Very dissatisfiedMid: NeutralMax: Very satisfied
Q10
Opinion Scale
How likely are you to use the 311 system the next time you need to report a non-emergency issue?
Range: 1 – 7
Min: Very unlikelyMid: NeutralMax: Very likely
Q11
Opinion Scale
How much do you trust the 311 system to handle requests fairly and equitably?
Range: 1 – 7
Min: No trust at allMid: NeutralMax: Complete trust
Q12
Ranking
Please rank the following potential 311 improvements from highest to lowest priority for you.
Drag to order (top = most important)
Faster acknowledgment of requests
Faster resolution of issues
Clearer and more frequent status updates
Better online/app status tracking tools
More accurate routing to the right department
Q13
Long Text
Based on your responses in this survey, what one change would most improve the city's 311 service?
Max chars
Q14
AI Interview
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.
AI InterviewLength: 2Personality: [Object Object]Mode: Fast
Reference questions: 5
Q15
Multiple Choice
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
Q16
Dropdown
What is your age group?
18–24
25–34
35–44
45–54
55–64
65+
Prefer not to say
Q17
Multiple Choice
Which gender identity best describes you? Select all that apply.
Woman
Man
Non-binary
Self-describe
Prefer not to say
Q18
Dropdown
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
Q19
Dropdown
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
Q20
Chat Message
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].
Frequently Asked Questions
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