After a 311 report is closed, NYC Office Of Technology conducts a satisfaction survey to measure the quality of an agency's response.

Satisfaction Survey Results are graded using an industry standard Net Promoter Score (NPS) which is calculated as a value in the range 0 to 100 based on the percent that agree with agency response minus those that disagree.

score = 50 + (% agree / 2) - (% disagree / 2)