311 Services

Office of the Controller - City Performance Unit

2017 City Survey 311 Services B

Sub-category items Sub-category rating
Calling 311 B+
Using 311 website or mobile application B

Survey Results:

The percentage of respondents who rated 311 an “A” or “B” has decreased since 2015. As a result, the grade for 311 overall dropped from a “B+” in 2015 to a “B” in 2017. However, City Survey questions about 311 have changed slightly since 2015, and these changes may be partly responsible for the ratings decrease. Respondents gave their experience calling 311 a higher grade (“B+”) than their experience using the 311 website or mobile app (“B”), and they were also more than twice as likely to use the 311 phone service (54%) in the past year than they were to use the 311 website or mobile app (26%).