About this Dataset

311 Customer Satisfaction Survey

NYC311 Customer Satisfaction (CSAT) surveys provide 311 customers with an opportunity to provide feedback on the performance of 311 call takers in providing timely and knowledgeable customer service. CSAT survey offers are sent following a call to 311 during campaigns which take place sporadically throughout the year. Offers are sent via email and text message in all designated citywide languages. This dataset is updated when a survey campaign has concluded. Each row of data represents an individual survey response. Any potentially personally identifiable information has been removed. See the 311 Resolution Satisfaction Survey dataset for customer feedback on the resolution of their service request by the relevant agency.
Organization: City of New York
Last updated: 2025-06-29T01:44:35.547296
Tags: 311, 311-call-center, 311-surveys, call-center, csat, customer-satisfaction, nyc311

Tables

Table 1

@usgov.city_of_new_york_311_customer_satisfaction_survey.table_1

504.25 KB
22791 rows
13 columns


CREATE TABLE table_1 (
  "year" BIGINT,
  "campaign" VARCHAR,
  "channel" VARCHAR,
  "survey_type" VARCHAR,
  "start_time" VARCHAR,
  "completion_time" VARCHAR,
  "survey_language" VARCHAR,
  "overall_satisfaction" VARCHAR,
  "wait_time" VARCHAR,
  "agent_customer_service" VARCHAR,
  "agent_job_knowledge" VARCHAR,
  "answer_satisfaction" VARCHAR,
  "nps" DOUBLE
);