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.

DEP and DOB data contain different category values between 311 reports and satisfaction surveys - they were manually mapped to the values in satisfaction surveys where possible.

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

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