In conjunction with National 311 Day, the City of Albuquerque’s 311 Community Contact Center is launching an effort to get feedback on the service it provides to residents and visitors with its annual Customer Satisfaction Survey. The survey, available online now through April 11, aims to gather valuable insights to shape and enhance the services offered by 311.
Carrie Prothero, the 311 Division Manager, emphasized the importance of the survey, stating, "We use the survey to learn what we are doing right so we can continue to do it, and how we can improve to better serve our community." Prothero highlighted the impact of previous surveys in increasing awareness about 311 among the community and expressed anticipation for more valuable insights to further assist the city's residents.
The City of Albuquerque's 311 contact center serves as a vital resource, providing information and handling requests for all non-emergency services within the city. Through phone calls, the ABQ311 mobile app, social media platforms, and the cabq.gov web app, individuals can access this free service, promoting openness, accessibility, and assistance for all residents and visitors.
With approximately 800,000 interactions managed by 311 annually, efforts are underway to expand awareness and utilization of the service. By utilizing a digital survey to gather feedback, 311 aims to engage both frequent users and those who are yet to explore the benefits of the service.
The survey, which only takes a few minutes to complete, also includes optional demographic information for aggregate reporting purposes. All individuals are encouraged to participate in providing feedback on their experiences with 311 services via the online Customer Survey, contributing to the continuous improvement and expansion of services offered by the City of Albuquerque.
