January 31, 2018
An independent customer satisfaction survey found that 89 per cent of respondents were satisfied with their experience using 311 in 2017. Over the past five years, citizens have indicated high rates of satisfaction with the services provided by 311.
“311 agents take pride in the work they do to connect Edmontonians with municipal information, programs and services,” said Maria Schrijvers, 311 and Inside Information Director. “We are thrilled, but not surprised that these results show our team providing Edmontonians with excellent service.”
Respondents were also pleased with the convenience provided by the 311 contact centre, with 97 per cent saying they were satisfied with the ease of contacting the City. Agents were also ranked highly for their courtesy and professionalism, with a 97 per cent satisfaction rate. Both of these areas have remained consistently high since the survey was first conducted in 2011.
The satisfaction survey was conducted by Leger Research Intelligence Group, who contacted 400 respondents between October 18 and 31, 2017.