Q01
Message
All templatesNonprofit & 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.
Sample questions
A preview of what’s in the template. Every question is editable before you launch.
20 questions · ~9 min
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
- 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.
- 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
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 TemplateA 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
Frequently asked questions
What questions are in the “Resident 311 Service Quality & Responsiveness Survey” template?
The template includes 20 ready-to-use questions, starting with: “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?”. The full set is previewed above, and every question is editable.
How long does this survey take to complete?
Respondents typically finish the 20 questions in about 9 minutes.
Can I customize this template?
Yes — every question, answer option, and the ordering is editable before you launch. You can add or remove questions, or ask the AI editor to rework the survey around your research goal.
Is this template free to use?
Yes. Open it in the editor and start customizing right away — no account required to try it, and the free plan covers launching your survey.
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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