Morrisroe reports 311 volume and customer satisfaction statistics
Morrisroe says 311 is available 24/7 via call center, online portal, text, app, and social media; received 37 million contacts in 2025; and earned 93% customer satisfaction with 90% likely to recommend.
As you know, NYC 311 delivers fast and easy access to government services and information with the highest possible level of customer service.
311 is available 24 hours a day, seven days a week, 365 days a year, through multiple channels, including the call center,
online portal, text, mobile application, and social media.
Originally launched as a call center, New York City 311 has evolved into the most comprehensive municipal government customer service platform in the nation.
311 received 37 million customer contacts in 2025.
And on an annual basis receives more calls than all U.S.
City 311 call centers combined.
I'm also pleased to share with the Council a recent report by an independent third party on the public satisfaction with New York City 311.
Call center representatives received a customer satisfaction rating of 93%.
And 90% of the respondents stated they are likely to recommend 311, which outperforms best-in-class private sector companies.
The level of public satisfaction is a testament to the dedication and the commitment of the New York City 311 team that serves their fellow New Yorkers every day.