edmonton-ca/311-call-centre-satisfaction-survey-2015-sj7q-iwb5
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311 Call Centre Satisfaction Survey - 2015

The 311 Call Centre Satisfaction Study is a random telephone survey asking citizen’s opinions of the 311 service in order to measure current performance, track progress and identify any areas for service improvement.

Columns

NameSocrata field nameColumn name in sgr mountData typeDescription
Q12A2q12a2q12a2TextAre you aware of the following self-service options through which you can access information about ETS services? ETS TO GO - a modified version of the Google trip planner which can be used on your mobile devices
Q12M5q12m5q12m5TextResponse 5 - Even though the information might be available on the City website, why did you choose to call 311 instead of looking through the City website? Is it because...
Q11M7q11m7q11m7TextResponse 7 - Why did you choose to call 311? Is it because...
QS2qs2qs2NumberHow many times have you called 311 services in the past six months?
Q13A1q13a1q13a1TextDid you use Google Trip Planner to check transit information?
Q13A4q13a4q13a4TextDid you use ETS Text and Ride to check transit information?
Q10q10q10TextDid you check for information about <REC3> on the City website?
QN1qn1qn1TextHave you called / contacted 311 services over the telephone in the past six months to enquire about ETS or Edmonton Transit System?
Q3Hq3hq3hTextAgain, thinking about your most recent call to 311, how satisfied were you on the following aspects of your last call.: Your reason for calling was resolved in a timely manner
Q4OM1q4om1q4om1TextResponse 1 - Why do you say so?
Q12A5q12a5q12a5TextAre you aware of the following self-service options through which you can access information about ETS services? Edmonton.ca - The City of Edmonton website where you can access information about ETS
Q17BM1q17bm1q17bm1TextResponse 1 - You are aware of the 311 app, but have not used it. What has prevented you from using the 311 app? Please be as detailed as possible.
Q17Aq17aq17aTextHave you used the 311 app in the past 12 months?
Q9M1q9m1q9m1TextResponse 1 - Do you know about the City of Edmonton website and 311 online?
Q6M2q6m2q6m2Text
Q4q4q4TextTo what extent do you agree or disagree to the following statement... '311 makes it convenient for Edmontonians to obtain information or seek the service that they want.'
Q3Eq3eq3eTextAgain, thinking about your most recent call to 311, how satisfied were you on the following aspects of your last call.: The agent was courteous and professional
Q12A1q12a1q12a1TextAre you aware of the following self-service options through which you can access information about ETS services? GOOGLE TRIP PLANNER available on the ETS website through which you can plan your route from start to finish
Q16M3q16m3q16m3TextResponse 3 - Thinking overall about the 311 service, do you have any suggestions about how to improve it?
Q15M6q15m6q15m6TextResponse 6 - Even though the information might be available through the self-service options, why did you choose to call 311 instead of using a self-serving option? Is it because...
Q15M5q15m5q15m5TextResponse 5 - Even though the information might be available through the self-service options, why did you choose to call 311 instead of using a self-serving option? Is it because...
QS1qs1qs1TextHave you called / contacted 311 services over the telephone in the past six months?
Q3Cq3cq3cTextAgain, thinking about your most recent call to 311, how satisfied were you on the following aspects of your last call.: The agent was helpful
Q3Bq3bq3bTextAgain, thinking about your most recent call to 311, how satisfied were you on the following aspects of your last call.: The length of time it took to reach a 311 agent
QS5M2qs5m2qs5m2TextResponse 2 - Was your last call to 311 for transit information to ...
QS5M1qs5m1qs5m1TextResponse 1 - Was your last call to 311 for transit information to ...
Q15M1q15m1q15m1TextResponse 1 - Even though the information might be available through the self-service options, why did you choose to call 311 instead of using a self-serving option? Is it because...
Q14M5q14m5q14m5TextResponse 5 - Why did you choose to call 311? Is it because...
Q14M3q14m3q14m3TextResponse 3 - Why did you choose to call 311? Is it because...
POSTALpostalpostalTextPostal Code for Respondent.
Q2M3q2m3q2m3TextResponse 3 - Why were you <Q1> with your most recent call experience?
Q11M3q11m3q11m3TextResponse 3 - Why did you choose to call 311? Is it because...
Q11M1q11m1q11m1TextResponse 1 - Why did you choose to call 311? Is it because...
Q6M1q6m1q6m1TextResponse 1 - Tell us why you had to call back on the same issue..
Q13A2q13a2q13a2TextDid you use ETS to Go to check transit information?
Q5q5q5TextYou said that you had called 311 <QS2> times. Thinking about the most recent call to 311, were you calling to follow up on an earlier issue or enquiry...
Q4OM2q4om2q4om2TextResponse 2 - Why do you say so?
Q3Gq3gq3gTextAgain, thinking about your most recent call to 311, how satisfied were you on the following aspects of your last call.: The agent processed your call promptly, without a lengthy wait or hold period
Q12A4q12a4q12a4TextAre you aware of the following self-service options through which you can access information about ETS services? ETS Text and Ride - where you can text a bus or bus stop number and get schedule information on your mobile
Q12A3q12a3q12a3TextAre you aware of the following self-service options through which you can access information about ETS services? BUSLINK - where you can call 780 496 1600 anytime to get automated information about ETS services
Q12M4q12m4q12m4TextResponse 4 - Even though the information might be available on the City website, why did you choose to call 311 instead of looking through the City website? Is it because...
Q12M3q12m3q12m3TextResponse 3 - Even though the information might be available on the City website, why did you choose to call 311 instead of looking through the City website? Is it because...
Q12M2q12m2q12m2TextResponse 2 - Even though the information might be available on the City website, why did you choose to call 311 instead of looking through the City website? Is it because...
Q12M1q12m1q12m1TextResponse 1 - Even though the information might be available on the City website, why did you choose to call 311 instead of looking through the City website? Is it because...
Q11M6q11m6q11m6TextResponse 6 - Why did you choose to call 311? Is it because...
Q11M5q11m5q11m5TextResponse 5 - Why did you choose to call 311? Is it because...
Q11M4q11m4q11m4TextResponse 4 - Why did you choose to call 311? Is it because...
Q15M4q15m4q15m4TextResponse 4 - Even though the information might be available through the self-service options, why did you choose to call 311 instead of using a self-serving option? Is it because...
Q15M3q15m3q15m3TextResponse 3 - Even though the information might be available through the self-service options, why did you choose to call 311 instead of using a self-serving option? Is it because...
Q15M2q15m2q15m2TextResponse 2 - Even though the information might be available through the self-service options, why did you choose to call 311 instead of using a self-serving option? Is it because...
Q14M9q14m9q14m9TextResponse 9 - Why did you choose to call 311? Is it because...
Q14M8q14m8q14m8TextResponse 8 - Why did you choose to call 311? Is it because...
Q14M7q14m7q14m7TextResponse 7 - Why did you choose to call 311? Is it because...
Q17BM3q17bm3q17bm3TextResponse 3 - You are aware of the 311 app, but have not used it. What has prevented you from using the 311 app? Please be as detailed as possible.
Q14M6q14m6q14m6TextResponse 6 - Why did you choose to call 311? Is it because...
Q14M4q14m4q14m4TextResponse 4 - Why did you choose to call 311? Is it because...
Q14M2q14m2q14m2TextResponse 2 - Why did you choose to call 311? Is it because...
Q14M1q14m1q14m1TextResponse 1 - Why did you choose to call 311? Is it because...
D1d1d1TextGender of Respondent
Q13A5q13a5q13a5TextDid you use Edmonton.ca to check transit information?
Q13A3q13a3q13a3TextDid you use Buslink to check transit information?
D3d3d3TextIn which of the following age categories do you belong?
Q17Cq17cq17cTextHow satisfied are you with the 311 app?
Q17q17q17TextAre you aware that the City of Edmonton has a 311 app which you can access on your mobile device and report your concerns while you are on the go?
Q17BM2q17bm2q17bm2TextResponse 2 - You are aware of the 311 app, but have not used it. What has prevented you from using the 311 app? Please be as detailed as possible.
Q3Dq3dq3dTextAgain, thinking about your most recent call to 311, how satisfied were you on the following aspects of your last call.: The information provided was accurate
Q16M2q16m2q16m2TextResponse 2 - Thinking overall about the 311 service, do you have any suggestions about how to improve it?
Q16M1q16m1q16m1TextResponse 1 - Thinking overall about the 311 service, do you have any suggestions about how to improve it?
Q15M7q15m7q15m7TextResponse 7 - Even though the information might be available through the self-service options, why did you choose to call 311 instead of using a self-serving option? Is it because...
QS4qs4qs4TextAnd what was the purpose of your most recent call to 311? Was it..
Q3Aq3aq3aTextAgain, thinking about your most recent call to 311, how satisfied were you on the following aspects of your last call.: The ease of contacting 311
Q2M2q2m2q2m2TextResponse 2 - Why were you <Q1> with your most recent call experience?
Q3Fq3fq3fTextAgain, thinking about your most recent call to 311, how satisfied were you on the following aspects of your last call.: The agent was knowledgeable
Q2M1q2m1q2m1TextResponse 1 - Why were you <Q1> with your most recent call experience?
Q1q1q1TextThe next few questions are about the most recent call you made to 311 Overall, how satisfied were you with your experience with the most recent call to 311?
QS5M3qs5m3qs5m3TextResponse 3 - Was your last call to 311 for transit information to ...
QS3M5qs3m5qs3m5TextResponse 5 - And what other reason did you call 311 for in the past six months? Was it..
QS3M4qs3m4qs3m4TextResponse 4 - And what other reason did you call 311 for in the past six months? Was it
QS3M3qs3m3qs3m3TextResponse 3 - And what other reason did you call 311 for in the past six months? Was it..
QS3M2qs3m2qs3m2TextResponse 2 - And what other reason did you call 311 for in the past six months? Was it..
QS3M1qs3m1qs3m1TextResponse 1 - And what other reason did you call 311 for in the past six months? Was it..
Q11M2q11m2q11m2TextResponse 2 - Why did you choose to call 311? Is it because...
Q9M2q9m2q9m2TextResponse 2 - Tell us why you had to call back on the same issue..
 
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