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Service Satisfaction Survey 2010 Summary of Results
Central Division
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2010 Service Satisfaction Survey Results (Central) INTRODUCTION This report summarises the key findings for Central division from the 2010 Service Satisfaction survey with comparative figures for the previous year shown in brackets where applicable. In addition, the force result, which represents the average of the three divisional results, is included in blue square brackets for benchmarking purposes. It should be noted that for the majority of questions, the figures quoted are based on the ‘valid’ sample i.e. the percentage responding in a particular manner where the ‘don’t know’ and ‘can’t recall’ responses are not included in the percentage calculation. Please be aware that the first section of this report summarises the views of residents within Central division regarding the service they received from the Force Communications Centre during first contact with Tayside Police. As the Force Communications 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. 1296 questionnaires and freepost envelopes were issued by post to a random sample of service users within Central division between April 2010 and March 2011. Overall, 405 completed questionnaires were returned thus yielding a response rate of 31% (25%). The achieved response therefore indicates an overall confidence interval1 of approximately +/-4% within this 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 96% (96%) [97%]
Neither satisfied nor dissatisfied 2% (4%) [2%]
Very dissatisfied or dissatisfied 2% (0%) [1%]
Neither satisfied nor dissatisfied 6% (6%) [5%]
Very dissatisfied or dissatisfied 3% (2%) [4%]
...Non-emergency number Very satisfied or satisfied 91% (92%) [91%]
Q. Did the person who answered your call, dealt with you if you visited a police station, or the officer who spoke to you on the street, provide you with their name? (KPI2 2) Yes 80% (78%) [81%]
No 20% (22%) [19%]
An improvement of two percentage points was recorded between the results for 2010 and 2009 in relation to the percentage of service users who received the name of the person dealing with their enquiry either on the phone, at a police station or on the street. This was a new KPI for 2010/11 with a target set at 78.0% which was achieved. It is also worth noting that the 2010 result also surpassed the best ever recorded annual result for Central division over the last three years of 76.8%.
Q. Was this person…? …Able to help you or give advice? Yes 93% (95%) [95%]
No 7% (5%) [5%]
…Courteous and attentive? Yes 97% (98%) [98%]
No 3% (2%) [2%]
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This means that we can be 95% confident that if asking the entire relevant population of Central division that between 35% (+4%) and 27% (-4%) of the population would provide the same answer. KPI = Key Performance Indicator
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NOT PROTECTIVELY MARKED …Knowledgeable about how to deal with your enquiry? Yes 94% (95%) [94%]
No 6% (5%) [6%]
…Able to explain what would be done as a result of your enquiry? Yes 91% (94%) [90%]
No 9% (6%) [10%]
There was a statistically significant reduction, from 94% in 2009 to 91% in 2010, in the percentage of respondents who felt that the person dealing with their enquiry was able to provide an explanation as to the next course of action with regard to their enquiry.
Q. Did the person provide you with contact details of another agency/organisation for specialist advice? Yes 10% (10%) [8%]
No 48% (28%) [45%]
Not necessary 42% (62%) [47%]
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 88% (93%) [91%]
Neither satisfied nor dissatisfied 9% (4%) [7%]
Very dissatisfied or dissatisfied 3% (3%) [2%]
A significant difference of five percentage points was noted between the results for 2010 and 2009 in terms of service user satisfaction with the treatment they received from those who dealt with them during first contact.
Q. What was your overall level of satisfaction with first contact? (KPI 1) Very satisfied or satisfied 89% (93%) [91%]
Neither satisfied nor dissatisfied 7% (4%) [6%]
Very dissatisfied or dissatisfied 4% (3%) [3%]
Overall satisfaction with first contact fell a significant four percentage points in 2010 compared to the previous year and failed to achieve the target set for 2010/11 of 91.5%.
OFFICER CONTACT Q. Were you informed of when the officer would be likely to attend? Yes 79% (74%) [77%]
No 21% (26%) [23%]
An improvement of five percentage points was recorded between the two years in relation to the percentage of service users who were informed when an officer would be likely to attend.
Q. How satisfied or dissatisfied were you that the officer presented a smart and professional image? Very satisfied or satisfied 96% (96%) [96%]
Neither satisfied nor dissatisfied 3% (3%) [3%]
Very dissatisfied or dissatisfied 1% (1%) [1%]
Q. Was this officer…? …Able to help or give advice? Yes 93% (95%) [95%]
No 7% (5%) [5%]
…Courteous and attentive? Yes 98% (97%) [99%]
No 2% (3%) [1%]
…Knowledgeable about how to deal with your enquiry? Yes 96% (94%) [96%]
No 4% (6%) [4%]
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NOT PROTECTIVELY MARKED Q. Did the officer provide you with details of another agency/organisation for specialist advice? Yes 14% (11%) [9%]
No 46% (42%) [43%]
Not necessary 40% (47%) [48%]
Q. Did the officer provide you with details on how to contact him/her (e.g. name, business card, shoulder number or telephone number)? Yes 67% (58%) [69%]
No 33% (42%) [31%]
Clear improvements can be seen in relation to the officer providing the service user with their contact details, with a statistically significant nine percentage point increase recorded between 2009 and 2010.
Q. What was your level of satisfaction with the way you were treated by the police officer(s) who attended? Very satisfied or satisfied 92% (94%) [94%]
Neither satisfied nor dissatisfied 5% (5%) [4%]
Very dissatisfied or dissatisfied 3% (1%) [2%]
Q. What was your overall level of satisfaction with officer contact? Very satisfied or satisfied 92% (-) [93%]
Neither satisfied nor dissatisfied 5% (-) [4%]
Very dissatisfied or dissatisfied 3% (-) [3%]
No comparative figures were available for officer contact as this was a new question in the 2010 survey.
OUR RESPONSE AND ONGOING ENQUIRIES Q. Were you given an update on the progress of your incident/enquiry? (KPI 3) Yes 61% (50%) [61%]
No 39% (50%) [39%]
A statistically significant improvement of eleven percentage points was recorded between the results for 2010 and 2009 in relation to the percentage of respondents who were updated on the progress of their enquiry rising from 50% to 61%. This figure exceeded the KPI target set at 60.0% for 2010/11. In addition to exceeding target, the result of 61% also represented the best ever recorded annual result for Central division over the last three years.
Q. If you reported a crime/disturbance, do you know if the persons responsible for committing the crime were‌ Traced 15% (18%) [16%]
Traced and action taken 14% (16%) [18%]
Not traced 26% (17%) [23%]
Don’t know 45% (49%) [43%]
Q. What was your level of satisfaction with the actions taken by the police to resolve your enquiry? Very satisfied or satisfied 73% (81%) [74%]
Neither satisfied nor dissatisfied 19% (13%) [18%]
Very dissatisfied or dissatisfied 8% (6%) [8%]
A significant reduction of eight percentage points was recorded in terms of satisfaction with the actions taken by the police to resolve the enquiry, falling from 81% in 2009 to 73% in 2010.
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? (KPI 5) Very satisfied or satisfied 83% (85%) [82%]
Neither satisfied nor dissatisfied 10% (9%) [11%]
Very dissatisfied or dissatisfied 7% (6%) [7%]
83% of respondents, when taking all aspects of service into account, expressed their satisfaction with the way the police dealt with their enquiry. This represented a slight downturn in satisfaction when compared to the 85% who provided the same response in 2009. In addition, this result fell short of the target set for 2010/11 of 85.0%.
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COMMUNITY POLICING Q. I know at least one community officer by sight? Yes 20% (-) [31%]
No 80% (-) [69%]
Q. I know at least one community officer by name? Yes 12% (-) [21%]
No 88% (-) [79%]
Q. I have spoken to a community officer in my neighbourhood? Yes 18% (-) [25%]
No 82% (-) [75%]
Q. I know how to contact a community officer if I need to? Yes 33% (-) [37%]
No 67% (-) [63%]
Q. In your opinion, do you think community officers are doing their best to tackle crime and disorder in your neighbourhood? Yes 62% (-) [64%]
No 38% (-) [36%]
No comparative figures were available for the community policing questions as these were new for the 2010 survey.
Q. The last time you saw an officer patrolling in your neighbourhood was‌ (KPI 4) Within the last week 31% (47%) [31%]
More than a week but less than a month 25% (30%) [23%]
More than a year ago 3% (3%) [3%]
Never 18% (6%) [21%]
More than a month but less than a year 22% (14%) [22%]
56% of respondents had seen an officer patrolling in their neighbourhood within the past month. This represented a significant downturn of twenty one percentage points when compared to the 77% who provided the same response in 2009. It would appear that, because the 2010 question was more specific (asked about neighbourhood patrols) than the previous year, this impacted negatively on the results for 2010. As the 2010 result ended so significantly below the target set at 75%, this has led to a review of the target for the 2011/12 survey.
Q. Were they? In a motor vehicle 43% (50%) [53%]
On foot 52% (43%) [43%]
Bicycle 5% (7%) [4%]
WHO TO CONTACT FOR FURTHER INFORMATION 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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