QUESTION
Is customer satisfaction for the 311 service measured only through phone call surveys?
1:44:48
·
23 sec
Council Member Gutiérrez inquires about the basis of customer satisfaction for the 311 service, asking if it is measured solely through phone call surveys. Chief Technology Officer Fraser clarifies that satisfaction can be measured through multiple channels, not just phone calls.
- Customer satisfaction for the 311 service is based on surveys.
- The surveys are not limited to phone interactions.
- Users of the 311 mobile app and other communication methods can also opt in for surveys.
- The discussion clarifies the method of collecting customer satisfaction data for the 311 service.
Jennifer Gutiérrez
1:44:48
Just very quickly on the 311 piece, the the customer satisfaction, that's based on the surveys.
1:44:53
Correct?
Matthew Fraser
1:44:53
That is correct.
Jennifer Gutiérrez
1:44:54
But I'm the service only for phone calls?
Matthew Fraser
1:44:57
No.
1:44:57
No.
1:44:58
So if you take if you use them through one mobile app, if you do a phone call or or you can and you connect to another meeting, you can opt in for a certain
Jennifer Gutiérrez
1:45:06
Excuse me.
1:45:07
So oh, wait.
1:45:07
Wait.
1:45:08
Wait.
1:45:08
They if you call in, you get prompted survey as well?