Requiring the 311 customer service center to conduct customer satisfaction surveys after each 311 call intake is closed and to publish agency report cards

A Local Law to amend the administrative code of the city of New York, in relation to requiring the 311 customer service center to conduct customer satisfaction surveys after each 311 call intake is closed and to publish agency report cards

This bill would require the 311 customer service center to (1) conduct customer satisfaction surveys after each individual call is deemed “closed,” and (2) to publish agency report cards illustrating the satisfaction and resolution rates of each agency along with the number of cases and the complaint types that each agency handles; the virtual report cards shall be updated quarterly. On July 1 of each year, the customer service center shall submit to the Council a report detailing the results of the prior year’s surveys and the most recent agency report cards.