AGENCY TESTIMONY
NYC 311 operations and performance statistics
0:31:06
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60 sec
Joseph Morrisroe presents key statistics and performance metrics for NYC 311, highlighting its high volume of customer contacts and exceptional customer satisfaction ratings.
- NYC 311 received 37 million customer contacts in 2023
- The call center achieved a 94% customer satisfaction rating
- NYC 311 outperforms other U.S. city 311 call centers and some private sector companies
Joseph Morrisroe
0:31:06
I'm pleased to share that a recent independent report shows NYC 311 call center representatives achieved a customer satisfaction rating of 94%, placing us in the top 10% of similar services and even outperforming some private sector companies.
0:31:22
This high level of public satisfaction reflects the dedication of the NYC 311 team to serving their fellow New Yorkers every day.
0:31:31
It is important to note that 311 serves as the platform to provide information and services to the public With few exceptions, public interactions with 311 services result in one of the following outcomes, an information request, a referral to an external entity, or a service request.
0:31:51
We rely on our collaborative relationships with each city agency to build out the service request forms and information pages, which are also known as knowledge articles that properly reflect the mission and services for each agency or office.
