QUESTION
What are the satisfaction ratings for the level of service provided by agencies after 311 requests are completed?
1:17:45
·
81 sec
The Deputy Commissioner does not provide specific satisfaction ratings for services rendered by agencies after 311 requests are completed.
- He acknowledges efforts are underway to implement mechanisms for collecting customer feedback after agencies fulfill service requests.
- This capability to measure post-request satisfaction is a work in progress without a set timeline.
- The existing 94% satisfaction rating mentioned pertains only to the 311 call center representatives.
Erik Bottcher
1:17:45
In your testimony, you talked about the 94% satisfaction rating for the call center representatives, and I agree that they they're great.
1:17:56
But arguably, the more important customer service rating would be the satisfaction with the service that people are getting as a result of 311.
1:18:08
Can you speak to the satisfaction ratings that you're getting in your surveys for the the level of satisfaction that people are getting at the end of the 311 process.
Joe Morrisroe
1:18:20
Great.
1:18:21
Again, thank you for the question.
1:18:22
It gives an opportunity to talk a little bit more and I'll first say thank you for recognizing the satisfaction with the agents and your feedback on the agents.
1:18:30
It goes a long way.
1:18:31
It's a it's a challenging position, and any sort of recognition is is a morale boost for the team.
1:18:36
So thank you for that.
1:18:38
With respect to the satisfaction the customer would have with the agency's fulfillment of the process.
1:18:45
The CTO, CTO Frazier, I mentioned this at a previous hearing last month, It is something we're looking at.
1:18:50
It's something we're looking to be able to say, okay.
1:18:52
Let's get the customer feedback once an agency has completed the service request and then show what that is.
1:18:58
That's work in progress, something that we are looking to move forward on.
1:19:03
I don't have a specific date for it, but it is something in the works.
