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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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Sample questions

A preview of what’s in the template. Every question is editable before you launch.

20 questions · ~9 min
Q01
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: 10 minutes.

Q02
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
Q03
Opinion Scale

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

Scale: 1 – 7
Min:Very slowMax:Very fast
Q04
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
Q05
Opinion Scale

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

Scale: 1 – 7
Min:No trust at allMax:Complete trust
Q06
Long Text

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

Q07
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
Q08
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].

Q09
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
Q10
Opinion Scale

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

Scale: 1 – 7
Min:Very poorMax:Excellent
Q11
Opinion Scale

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

Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q12
Ranking

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
Drag to rank
Q13
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.

Q14
Dropdown

What is your age group?

  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65+
  • Prefer not to say
Q15
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)
Q16
Opinion Scale

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

Scale: 1 – 7
Min:Very slowMax:Very fast
Q17
Opinion Scale

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

Scale: 1 – 7
Min:Very unlikelyMax:Very likely
Q18
Multiple Choice

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

  • Woman
  • Man
  • Non-binary
  • Self-describe
  • Prefer not to say
Q19
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
Q20
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

What’s included

  • AI follow-ups

    Adaptive probes on open-ended answers that pull out detail a static form would miss.

  • Attention checks

    Built-in safeguards against rushed answers and low-quality respondents.

  • AI-drafted copy

    Wording, ordering, and branching written by the AI — tuned to your research goal.

  • Auto report

    Themes, quotes, and a plain-English summary write themselves once responses come in.

How it compares

We reviewed the closest templates from other survey tools. Here’s what they do well — and where this template goes further.

Why this template

  • 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.

What it does well

  • 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

Where it falls short

  • 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

Ready to launch?

Open this template in the editor. Every part is yours to change before the first respondent sees it.

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