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NYC 311 hotline gets high marks

November 29, 2013
Associated Press

NEW YORK (AP) — Mayor Michael Bloomberg is touting the glowing reviews for one of his signature creations: New York City's 311 hotline.

The non-emergency hotline was founded in 2002. It allows New Yorkers to get their questions answered about city agencies and services.

A customer satisfaction survey was released Thursday. It reveals that 83 percent of callers were satisfied with their calls.

That's up 4 percentage points from the baseline set in 2008.

That number is also 11 points above the federal government average for call centers and six points ahead of the private sector average.

Bloomberg, who is leaving office at year's end, visited a call center on Thanksgiving to praise the workers.

The call center handles 50,000 calls on average a day.

Mayor-elect Bill de Blasio plans to maintain it.



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