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.

Survey Responses are weighted by the survey response rate for each resolution in each request type.

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