§ 23-306 Customer satisfaction survey.
AC § 23-306
a. Definitions. As used in this section, the following terms have the following meanings: Customer satisfaction survey. The term “customer satisfaction survey” means a survey used to evaluate the experiences of individuals who submit requests for service or complaints to the 311 customer service center and to determine their overall level of satisfaction with the resolution of any such request or complaint by the agency to which such center refers such request or complaint. Designated citywide languages. The term “designated citywide languages” has the same meaning as such term is defined in section 23-1101. b. The 311 customer service center shall send a customer satisfaction survey to any individual who submits a request for service or complaint to the 311 customer service center after such request for service or complaint has been designated as resolved, complete, or closed by the agency to which such center referred such request or complaint. The 311 customer service center shall send such survey to the email address or mobile phone number such individual provided to such center at the time the individual submitted the request for service or complaint. The survey shall provide, at minimum, the ability for the individual: 1. To request that the request for service or complaint be reopened, provided the 311 customer service center shall forward any such request to reopen to the agency to which such center referred such request or complaint; 2. To evaluate the individual’s satisfaction with the agency’s response; and 3. To provide written feedback on the resolution of the request or complaint by such agency. c. Every customer satisfaction survey administered by the 311 customer service center or by an entity contracting with the city to conduct such customer satisfaction survey shall be made available in all designated citywide languages. d. The 311 customer service center shall, each month, publish on the website of such center: 1. The number of requests for service or complaints received during the preceding month, disaggregated by: (i) type of request for service or complaint, and (ii) agency to which such center referred such request or complaint; 2. The rate at which each such agency designated each such type of request for service or complaint as resolved, complete, or closed; 3. The rate at which any individual requested that each such type of request for service or complaint be reopened; and 4. The levels of individuals’ satisfaction with each agency’s response for each such type of request for service or complaint. (L.L. 2021/026, 3/14/2021, eff. 6/12/2021; Am. L.L. 2025/013, 2/22/2025, eff. 2/22/2025)
