ABQ 311 Launches Community Survey to Improve and Expand Services

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. Take the survey here and be a part of shaping and improving the services 311 offers.

The survey was created to gather information about user experiences with contacting 311 and the service they received from call agents.

“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,” said 311 Division Manager Carrie Prothero. “From previous surveys, we learned that there are people in the community who didn’t know that they have 311 at their disposal, so we worked to improve our reach. We look forward to getting more valuable insights like this one so we can help even more people across our city.”

The contact center provides information and takes requests for all City of Albuquerque non-emergency services by phone, the ABQ311 mobile app, social media, and the cabq.gov web app. This free service ensures the City of Albuquerque remains more open, accessible, and available to help everyone who lives and passes through our city.

311 responds to about 800,000 interactions per year, and is working to increase the number of people who know about and use the service. By requesting feedback using a digital survey, 311 hopes to also reach those that are non-frequent or non-users of the service.

The survey takes just a couple of minutes to complete and also contains optional demographic information used as aggregate information for reporting purposes only.

All are invited to provide feedback about using 311 services via the online Customer Survey now through April 11.