Why is this measure important?
- Customer Service excellence is the primary goal of MC311.
Factors contributing to current performance
- Incorporated a social media announcement of Customer Satisfaction Survey on Montgomery County subscription service in PIO news release: "Paperless Airplane", and MC311 Twitter feed.
Factors restricting performance improvement
Low percentage of respondents/participants of survey despite increased efforts to promote survey participation.
Performance improvement plan
- Encourage residents to share our survey with their own social circles by adding user friendly links.
- Engage participants using mobile device