311 Customer Satisfaction Survey
Use escrito dataset nyc.kizp-4dfk
NYC311 Customer Satisfaction (CSAT) surveys provide 311 customers with an opportunity to provide feedback on the performance of 311 call takers in providing timely and knowledgeable customer service. CSAT survey offers are sent following a call to 311 during campaigns which take place sporadically throughout the year. Offers are sent via email and text message in all designated citywide languages. This dataset is updated when a survey campaign has concluded. Each row of data represents an individual survey response. Any potentially personally identifiable information has been removed. See the <a href="https://data.cityofnewyork.us/d/5ijn-vbdv" target="_blank" rel="noopener">311 Resolution Satisfaction Survey</a> dataset for customer feedback on the resolution of their service request by the relevant agency.
Cite as: Office of Technology and Innovation (OTI). 311 Customer Satisfaction Survey. https://data.cityofnewyork.us/d/kizp-4dfk
- Publisher
- City of New York
- Tier
- Official
- Covers
- not stated
- Places
- New York City
- Updated
- irregular
- Last modified
- 2026-06-23
- Units
- not stated
- License
- NYC Open Data Terms of Use
- Method
- https://www.nyc.gov/content/oti/pages/reports
Columns
| Name | Type | Description |
|---|---|---|
| nps | number | Net Promoter Score (NPS) is a survey question that measures public trust and satisfaction with NYC311. |
| survey_type | text | The Survey Type field indicates what it was designed to measure. |
| wait_time | text | A survey question that measures the wait time to speak with an agent. |
| survey_language | text | The language the survey was taken in. |
| year | text | The Year column indicates the year within which the survey response was collected. |
| agent_job_knowledge | text | A survey question that measures how knowledgeable about 311's services the respondent perceived the agent they engaged with to be. |
| completion_time | calendar_date | The date and time the survey was completed. |
| campaign | text | The Campaign # field is used to differentiate a specific block of time within which survey data was collected and analyzed. |
| start_time | calendar_date | The date and time the survey was started. |
| channel | text | The Channel field indicates which platform the survey respondent used to engage with 311. |
| answer_satisfaction | text | A survey question that evaluates how satisfied the respondent was with both the existing City services related to their inquiry and the guidance offered by 311 agents. |
| overall_satisfaction | text | A survey question that measures overall satisfaction with the channel the survey respondent engaged with 311 on. |
| agent_customer_service | text | A survey question that measures how satisfied the survey respondent was with the agent's customer service skills. |