Survey of MC311 Users shows 80% Plus Customer Satisfaction

For Immediate Release: Wednesday, September 14, 2016

A survey of more than 1,100 users of MC311 gave the Montgomery County 311 system high marks for customer satisfaction.

The survey showed that:

• More than 84 percent of callers and web site visitors were satisfied with their overall 311 experience;

• More than 81 percent were satisfied with the call taker’s ability to find the information;

• More than 86 percent were satisfied with how long it took to reach a representative;

• More than 81 percent indicated that they were satisfied with the handling of their call to MC311.

• More than 88 percent of MC311 website users were satisfied with their overall experience with MC311.com;

• More than 92 percent were satisfied with their ability to find the information they were looking for on MC311.com; and

• More than 90 percent were satisfied or very satisfied with the ease of using the website.

“MC311 is always looking for new ways to support our residents” said County Executive Isiah Leggett. “The ability of MC311 to step in and support first responders during local emergencies – while still delivering excellent service – is a great benefit of this versatile organization.”

MC311, a priority initiative of County Executive Leggett, opened on June 17, 2010. MC311’s call center operation handles on average 40,000 requests for service or information each month and recently served its 3.5 millionth customer. The MC311 Online Request System, www.mc311.com, allows residents to find answers and check the status of service requests 24/7, and has consistently averaged more than 75,000 monthly page views. More than 42,000 online service requests were received last year.

Release ID: 16-439
Media Contact: Brian Roberts 240-777-6507