TELEPHONIC SURVEYS
IN-PERSON SURVEYS
The surveys ask respondents a broad range of questions , such as :
TELEPHONIC SURVEYS
From the start of the phone call , what type of automated prompt was provided , and was there any ability to access the prompt in your language ?
Were you able to speak to a live person ? If so , what was their response to your request when asked in your language ?
Was the City employee able to identify your language ?
What was the wait time to speak to a bilingual employee or interpreter ?
IN-PERSON SURVEYS
Were you able to identify signs posted in your language ?
Were there any translated brochures or forms in your language ?
How did the employee respond to your request when asked in your preferred language ?
What was the overall quality of language and / or customer service ?
The scope of the survey includes over 40 City departments covering a variety of services . The questions posed to survey respondents range from yes / no questions about physical signage or phone-trees in their preferred language to qualitative questions that ask respondents to rate their experiences based on their ability to receive applicable translated documents or interpretation . For example , survey respondents rate the overall quality of language services based on their ability to receive well-translated documents or effective interpretation from the City department on a scale ranging from very positive to very
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