311 Service Satisfaction & Response Time Survey Template

Collect resident feedback on 311 service quality and response times. Customize, track trends, and improve city services with actionable insights.

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

Sample Survey Items

Multiple Choice

In the past 12 months, did you submit any 311 requests?

Yes, at least one request
No, none
Not sure/Can’t recall

Multiple Choice

Which channel did you most recently use to submit a 311 request? (If none, select Not applicable.)

Phone
City website
Mobile app
Email
In person
Social media
Not applicable (no request in last 12 months)

Multiple Choice

What was the primary issue category for your most recent 311 request? (If none, select Not applicable.)

Potholes/Street maintenance
Sanitation/Trash
Graffiti/Blight
Noise
Streetlight/Traffic signal
Animal control
Housing/Building issues
Parking/Enforcement
Other
Not applicable (no request in last 12 months)

Matrix

Thinking about your most recent 311 request in the past 12 months, please rate each aspect below. If you did not submit a request, select Not applicable.

Rows	Very poor	Poor	Fair	Good	Very good	Not applicable
Time to first acknowledgment	•	•	•	•	•	•
Time to resolution	•	•	•	•	•	•
Clarity of status updates	•	•	•	•	•	•
Professionalism of staff	•	•	•	•	•	•
Ease of tracking the request	•	•	•	•	•	•

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
Not applicable (no request in last 12 months)

Rating

Overall, how satisfied are you with the 311 service?

Scale: 10 (star)

Min: Very dissatisfiedMax: Very satisfied

Rating

How likely are you to use 311 again when you need to report a non-emergency issue?

Scale: 10 (star)

Min: Very unlikelyMax: Very likely

Opinion Scale

How much do you trust 311 to handle requests fairly?

Range: 1 – 10

Min: No trustMid: Some trustMax: High trust

Multiple Choice

Attention check: To confirm you are paying attention, please select “I am paying attention.”

I am paying attention
I am not paying attention

Q10

Ranking

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

Drag to order (top = most important)

Faster acknowledgment
Faster resolution
Clearer, more frequent updates
Better status tracking tools
More accurate issue routing

Q11

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

Q12

Dropdown

What is your age group?

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

Q13

Multiple Choice

Which gender identity(ies) do you use? Select all that apply.

Woman
Man
Non-binary
Prefer not to say

Q14

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

Q15

Multiple Choice

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

Q16

Long Text

What one change would most improve 311 response times or outcomes?

Max 600 chars

Q17

AI Interview

AI Interview: 2 Follow-up Questions on Your 311 Experience

AI InterviewLength: 2Personality: Expert InterviewerMode: Fast

Q18

Chat Message

Thank you for participating—your feedback will help improve 311 services.

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