North American 3-1-1 Satisfaction

Is your municipality’s 3-1-1 Citizen Service Center meeting the needs of citizens?

While the past few years have seen an increasing number of local governments implement 3-1-1 Citizen Service Centers in an effort to streamline service delivery and the supported customer service framework, to-date there has been little or no follow-up research done to determine how well these services are performing in the eyes of citizens. To help address this need, Ipsos is pleased to offer your local government the opportunity to participate in our first ever North American 3-1-1 Satisfaction syndicated study. This specialized research program is designed to provide City Administrators, Council, and other stakeholders with accurate and actionable information regarding the operational performance and service delivery of their 3-1-1 Citizen Service Center.

Specifically, this survey measures critical elements of municipal 3-1-1 Citizen Service Centers, including:

  • Overall perceptions about the value of 3-1-1;
  • Overall impression of citizens’ customer service experience;
  • Evaluation of 3-1-1 customer service representatives including knowledge, courteousness, helpfulness, and accuracy in responding to citizen concerns;
  • Satisfaction with overall service delivery; and,
  • Awareness of 3-1-1 related communications.

The North American 3-1-1 Satisfaction syndicated study will be completed in four waves throughout the year.

The Ipsos Public Affairs team provides municipalities with a scientific form of public consultation that ensures you hear from the entire public rather than just a vocal minority. As a full service research company, we provide expertise in custom, syndicated, omnibus surveys, focus groups, workshop facilitations, and public consultation. Whatever your municipality’s research needs, Ipsos has a solution that will work for you.

Download information about the North American 3-1-1- Satisfaction in Canada or the US.