CS Week 311 offers two annual online surveys open to 311 call centers and municipalities. These surveys are released late in the Fall and the results are presented at the annual ENGAGE311 Conference. Survey participants* are granted full access to the survey results while those with interest in the survey that did not take it are eligible to receive a high level overview of the results. Please note, these surveys and their data are only available to 311 and customer service centers.
311 Technology Survey
October 15, 2019 - Wednesday, December 4, 2019
The 311 Technology Survey is responsible for identifying and assessing technological needs and trends for 311 Call Centers. The information shared in the survey gives new and already established 311 Call Centers a technology perspective to assist with day-to-day operations and operational efficiency.
311 Comparative Survey
January 15, 2020 - March 4, 2020
The Comparative Survey is designed to provide data on call center volume, operations, staffing, training, recognition, and performance metrics from 311 call centers across North America.
If you have any questions about our surveys, please contact Amber Wiens, CS Week 311 Manager at the CS Week Home Office.
*Full access to survey results are only granted to those survey participants who agree to the survey non-disclosure agreement. Please note participation is limited to customer service/contact centers, municipalities, cities, and 311 centers. Vendor participation and access to results is prohibited.