Survey of citizen satisfaction with telephone service 311

The City of Montreal, through the Customer Experience Office, assesses, every two years, the level of satisfaction of citizens with municipal services. A first wave of satisfaction surveys took place in the fall of 2014. The City of Montreal's satisfaction study includes four surveys. This set presents the results and the questionnaire of surveys related to citizens' satisfaction with 311 services. The City of Montreal satisfaction study includes three satisfaction surveys conducted among Montreal citizens, as well as a satisfaction survey among businesses in the City of Montreal:

1. [Survey of citizen satisfaction with collective and individual services] (/city-of-montreal/citizen-satisfaction-survey);
2. Survey of citizen satisfaction with the 311 telephone service;
3. [Satisfaction survey among citizens of the nine largest municipalities in Quebec] (/city-of-montreal/satisfaction-survey-grandes-Municipalites-quebec);
4. [Business satisfaction survey with collective and individual services] (/city-of-montreal/business-satisfaction-survey).

Survey Objectives:

• Measure the indicators associated with the overall evaluation of the service received;
• Measure indicators specific to the stages of the lived experience;
• Know the reasons for appeals.