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Service Satisfaction Survey 2009 Summary of Results
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2009 Service Satisfaction Survey Results (2008 results are in brackets, where available)
FIRST CONTACT Q. What was your level of satisfaction with the time taken to answer your telephone call? …999 call Very satisfied or satisfied 98% (95%)
Neither satisfied nor dissatisfied 2% (3%)
Very dissatisfied or dissatisfied 0% (2%)
Neither satisfied nor dissatisfied 5% (5%)
Very dissatisfied or dissatisfied 2% (5%)
...Non-emergency number Very satisfied or satisfied 93% (90%)
Q. Did the person who answered your call or dealt with you if you visited a police station, provide you with their name? Yes 77% (78%)
No 23% (22%)
Q. Was this person…? …Able to give advice? Yes 95% (92%)
No 5% (8%)
…Courteous and attentive? Yes 98% (99%)
No 2% (1%)
…Knowledgeable about how to deal with your enquiry? Yes 95% (96%)
No 5% (4%)
‘Very quick to react to my call. Very calm in a distressing situation. Made me feel looked after’. Source: Comment from Service Satisfaction Survey re First Contact
…Able to explain what would be done as a result of your enquiry? Yes 93% (92%)
No 7% (8%)
Q. Did the person provide you with contact details of another agency/organisation? Yes 8% (4%)
No 29% (46%)
Not necessary 63% (50%)
Q. What was your level of satisfaction with the way you were treated by those who dealt with your first contact with the police? Very satisfied or satisfied 92% (92%)
Neither satisfied nor dissatisfied 6% (5%)
Very dissatisfied or dissatisfied 2% (3%)
Q. What was your overall level of satisfaction with first contact? Very satisfied or satisfied 91% (89%)
Neither satisfied nor dissatisfied 6% (6%)
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Very dissatisfied or dissatisfied 3% (5%) 1
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OFFICER CONTACT Q. Were you informed of when the officer would be likely to attend? Yes 74% (-)
No 26% (-)
Q. How satisfied or dissatisfied were you with the officer’s standard of appearance? Very satisfied or satisfied 96% (96%)
Neither satisfied nor dissatisfied 3% (3%)
Very dissatisfied or dissatisfied 1% (1%)
Q. Was this officer…? …Able to give advice? Yes 96% (92%)
‘Friendly and helpful. A lovely visit and a credit to the police department’.
No 4% (8%)
…Courteous and attentive? Yes 98% (98%)
No 2% (2%)
Source: Comment from Service Satisfaction Survey re Officer Contact
…Knowledgeable about how to deal with your enquiry? Yes 96% (99%)
No 4% (1%)
Q. Did the officer provide you with details of another agency/organisation for specialist advice? Yes 11% (10%)
No 41% (45%)
Not necessary 48% (45%)
Q. What was your level of satisfaction with the way you were treated by the police officer(s) who attended? Very satisfied or satisfied 94% (92%)
Neither satisfied nor dissatisfied 4% (4%)
Very dissatisfied or dissatisfied 2% (4%)
Q. What was your level of satisfaction with the actions taken by the police to resolve your enquiry? Very satisfied or satisfied 82% (80%)
Neither satisfied nor dissatisfied 12% (11%)
Very dissatisfied or dissatisfied 6% (9%)
OUR RESPONSE & ENQUIRY Q. Were you given an update on the progress of your incident/enquiry? Yes 55% (50%)
No 45% (50%)
Q. If you reported a crime/disturbance, do you know if the persons responsible for committing the crime were… Traced 18% (19%)
Traced and action taken 21% (20%)
Not traced 20% (19%)
Don’t know 41% (42%)
Q. Taking into account all aspects of the service, what was your overall level of satisfaction with the way Tayside Police dealt with the matter? Very satisfied or satisfied 85% (80%)
Neither satisfied nor dissatisfied 10% (12%)
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Very dissatisfied or dissatisfied 5% (8%)
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GENERAL STANDARDS Q. Do you know if there is a community police officer responsible for your area? Yes 42% (-)
No 58% (-)
Q. In your opinion, do you think your local officers are doing their best to tackle crime? Yes 87% (83%)
No 13% (17%)
Q. The last time you saw an officer patrolling was‌ Within the last week 46% (47%)
More than a week but less than a year 29% (27%)
More than a year ago 3% (3%)
Never 7% (6%)
More than a month but less than a year 15% (17%)
Q. Were they? In a motor vehicle 53% (55%)
On foot 41% (41%)
Bicycle 6% (4%)
WHO TO CONTACT FOR FURTHER INFORMATION A copy of the full report can be obtained from: Performance and Planning Department Governance and Development Tayside Police West Bell Street Dundee DD1 9JU Telephone: 01382 596711 Email: performanceandplanning@tayside.pnn.police.uk
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