New Yorkers were thankful for the city’s complaint hotline this year, according to survey results announced on Thursday.
NYC 311, the non-emergency government services and information hotline, received a composite score of 83 for customer service, 11 points higher than the federal government average for call centers and six points higher than the private sector average.
In addition, the hotline’s customer service representatives achieved a composite score of 91 for being highly professional, personable and excellent communicators.
“On a day when we give thanks for all our blessings, let’s also remember all the city employees who are working today – and every day – to serve New Yorkers and keep our city running,” said Mayor Michael Bloomberg, who visited a call center on Thursday.
The survey, conducted by CFI Group, Inc., found that there was a higher-than-ever percentage of caller issues being resolved to caller satisfaction and a reduction in the need for customers to make follow-up calls.
“The data is clear: the men and women who field more than two million service requests every year do it better than anyone inside or outside of government – and that’s because of the tremendous dedication and skills they bring to the job every day,” said Deputy Mayor of Operations Cas Holloway.
NYC 311 has received more than 170 million calls since it was launched in March 2003, according to data provided by the mayor’s office. The hotline receives an average of 50,000 calls per day.