Montreal's Customer Experience Office conducts biennial surveys to assess municipal service satisfaction. This dataset presents results and questionnaires specifically for citizens' satisfaction with the 311 telephone service, with the first wave conducted in fall 2014. The study aims to measure overall service evaluation, specific stages of the user experience, and reasons for service appeals.
Use Cases
- Analyze overall citizen satisfaction with municipal telephone services based on survey evaluation indicators.
- Identify key stages in the service experience that impact satisfaction based on the lived experience indicators.
- Understand common reasons for citizen appeals to 311 services based on the survey objectives.
Strengths
- Survey conducted biennially, providing potential for longitudinal analysis.
- Includes both survey results and the questionnaire, offering context for the data.
- Part of a broader study including three other satisfaction surveys for comparative analysis.
Limitations
- Column-level documentation is absent; field semantics must be inferred after download.
- Row count is unknown, which may limit suitability assessment.
- Data may reflect geographic bias inherent to Montreal.
Provenance
- Source
- City of Montreal, Customer Experience Office
- Collection Method
- Survey conducted among Montreal citizens.
- Time Range
- First wave in fall 2014; biennial surveys.
- Freshness
- Last updated 2026-04-17 15:50:21.108330; freshness should be verified.
- Geography
- Montreal, Quebec, Canada.