Forsyth County 911 Center to Text Callers Surveys After Non-Emergency Calls

Forsyth County's 911 Center announced last week that it will begin sending short text-based surveys to callers following certain non-life-threatening 911 calls, a move aimed at gathering voluntary feedback on the quality of emergency communications services.

The program uses PowerEngage, a survey platform developed by NEOGOV, to reach callers after interactions that do not involve active life-threatening emergencies. The surveys are voluntary and delivered via text message, giving residents a low-friction way to weigh in on how the center handled their call.

The county published the announcement on March 13, 2026. The rollout marks a notable shift toward data-driven accountability for the 911 Center, which fields calls ranging from medical emergencies to noise complaints across one of Georgia's fastest-growing counties.

NEOGOV's PowerEngage platform is used by government agencies to automate post-interaction outreach, typically in short survey formats designed to capture immediate impressions without demanding significant time from respondents. For a 911 center, that kind of real-time feedback loop is relatively uncommon and could surface patterns in caller satisfaction that internal reviews alone might miss.

The distinction between non-life-threatening and emergency calls matters operationally: callers who dialed in during a crisis are not targeted by the surveys, preserving focus on calls where the feedback context is less fraught and responses more reliable.

No timeline for full implementation or specific metrics the center intends to track were included in the announcement, but the adoption of PowerEngage signals that Forsyth County's 911 leadership is looking to measure performance through the experiences of the people it serves, not just internal benchmarks.