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Service Satisfaction Survey 2009 Summary of Results
Western Division
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2009 Service Satisfaction Survey Results (Western) (2008 results are in brackets, where available) Please be aware that the first section of this report summarises the views of residents within Western division regarding the service they received from the Force Contact Centre during first contact with Tayside Police. As the Force Contact Centre is a forcewide facility and not under direct divisional control, any views expressed within this section should be apportioned to the FCC and not the division.
FIRST CONTACT Q. What was your level of satisfaction with the time taken to answer your telephone call? …999 call Very satisfied or satisfied 99% (94%)
Neither satisfied nor dissatisfied 1% (3%)
Very dissatisfied or dissatisfied 0% (3%)
Neither satisfied nor dissatisfied 5% (4%)
Very dissatisfied or dissatisfied 1% (2%)
...Non-emergency number Very satisfied or satisfied 94% (94%)
Q. Did the person who answered your call provide you with their name? Yes 79% (79%)
No 21% (21%)
Q. Was this person…? …Able to give advice? Yes 95% (91%)
No 5% (9%)
…Courteous and attentive? Yes 99% (99%)
No 1% (1%)
…Knowledgeable about how to deal with your enquiry? Yes 95% (96%)
No 5% (4%)
…Able to explain what would be done as a result of your enquiry? Yes 94% (91%)
No 6% (9%)
Q. Did the person provide you with contact details of another agency/organisation? Yes 8% (3%)
No 28% (47%)
Not necessary 64% (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% (93%)
Neither satisfied nor dissatisfied 6% (3%)
Very dissatisfied or dissatisfied 2% (4%)
Q. What was your overall level of satisfaction with first contact? Very satisfied or satisfied 92% (92%)
Neither satisfied nor dissatisfied 6% (4%)
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Very dissatisfied or dissatisfied 2% (4%) 1
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OFFICER CONTACT Q. Were you informed of when the officer would be likely to attend? Yes 72% (-)
No 28% (-)
Q. How satisfied or dissatisfied were you with the officer’s standard of appearance? Very satisfied or satisfied 98% (95%)
Neither satisfied nor dissatisfied 2% (4%)
Very dissatisfied or dissatisfied 0% (1%)
Q. Was this officer…? …Able to give advice? Yes 98% (92%)
No 2% (8%)
…Courteous and attentive? Yes 99% (98%)
No 1% (2%)
…Knowledgeable about how to deal with your enquiry? Yes 99% (96%)
No 1% (4%)
Q. Did the officer provide you with details of another agency/organisation for specialist advice? Yes 13% (10%)
No 38% (45%)
Not necessary 49% (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 96% (93%)
Neither satisfied nor dissatisfied 2% (4%)
Very dissatisfied or dissatisfied 2% (3%)
Q. What was your level of satisfaction with the actions taken by the police to resolve your enquiry? Very satisfied or satisfied 85% (78%)
Neither satisfied nor dissatisfied 12% (11%)
Very dissatisfied or dissatisfied 3% (11%)
OUR RESPONSE & ENQUIRY Q. Were you given an update on the progress of your incident/enquiry? Yes 61% (52%)
No 39% (48%)
Q. If you reported a crime/disturbance, do you know if the persons responsible for committing the crime were… Traced 17% (20%)
Traced and action taken 26% (20%)
Not traced 21% (19%)
Don’t know 36% (41%)
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 86% (81%)
Neither satisfied nor dissatisfied 9% (11%)
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Very dissatisfied or dissatisfied 5% (7%) 2
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GENERAL STANDARDS Q. Do you know if there is a community police officer responsible for your area? Yes 49% (-)
No 51% (-)
Q. In your opinion, do you think your local officers are doing their best to tackle crime? Yes 88% (84%)
No 12% (16%)
Q. The last time you saw an officer patrolling was‌ Within the last week 45% (48%)
More than a week but less than a year 29% (25%)
More than a year ago 3% (1%)
Never 9% (8%)
More than a month but less than a year 14% (18%)
Q. Were they? In a motor vehicle 48% (54%)
On foot 42% (40%)
Bicycle 10% (6%)
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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