Service Satisfaction Survey 2010 - Eastern Division

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Service Satisfaction Survey 2010 Summary of Results

Eastern Division

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2010 Service Satisfaction Survey Results (Eastern) INTRODUCTION This report summarises the key findings for Eastern 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 Eastern 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. 1008 questionnaires and freepost envelopes were issued by post to a random sample of service users within Eastern division between April 2010 and March 2011. Overall, 432 completed questionnaires were returned thus yielding a response rate of 43% (31%). The achieved response therefore indicates an overall confidence interval1 of approximately +/-3% 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 97% (100%) [97%]

Neither satisfied nor dissatisfied 3% (0%) [2%]

Very dissatisfied or dissatisfied 0% (0%) [1%]

Neither satisfied nor dissatisfied 5% (6%) [5%]

Very dissatisfied or dissatisfied 5% (2%) [4%]

...Non-emergency number Very satisfied or satisfied 90% (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 78% (75%) [81%]

No 22% (25%) [19%]

An improvement of three 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.

Q. Was this person…? …Able to help you or give advice? Yes 92% (96%) [93%]

No 8% (4%) [7%]

A four percentage point reduction was noted in terms of the person dealing with the enquiry at first contact being able to help or give advice to the service user.

…Courteous and attentive? Yes 98% (98%) [98%]

No 2% (2%) [2%]

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This means that we can be 95% confident that if asking the entire relevant population of Eastern division that between 46% (+3%) and 40% (-3%) 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 92% (94%) [94%]

No 8% (6%) [6%]

…Able to explain what would be done as a result of your enquiry? Yes 91% (89%) [90%]

No 9% (11%) [10%]

Q. Did the person provide you with contact details of another agency/organisation for specialist advice? Yes 7% (7%) [8%]

No 42% (30%) [45%]

Not necessary 51% (63%) [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 92% (91%) [91%]

Neither satisfied nor dissatisfied 7% (7%) [7%]

Very dissatisfied or dissatisfied 1% (2%) [2%]

Results remained fairly consistent between 2009 and 2010 in terms of service user satisfaction with the manner in which they were treated by the person dealing with them at first contact rising slightly from 91% in 2009 to 92% in 2010.

Q. What was your overall level of satisfaction with first contact? (KPI 1) Very satisfied or satisfied 92% (90%) [91%]

Neither satisfied nor dissatisfied 6% (8%) [6%]

Very dissatisfied or dissatisfied 2% (2%) [3%]

Overall satisfaction with first contact demonstrated an improvement of two percentage points between 2009 and 2010 rising to 92% from 90% the previous year. This result indicated that Eastern division successfully met 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 75% (75%) [77%]

No 25% (25%) [23%]

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 96% (93%) [95%]

No 4% (7%) [5%]

…Courteous and attentive? Yes 99% (97%) [99%]

No 1% (3%) [1%]

…Knowledgeable about how to deal with your enquiry? Yes 96% (95%) [96%]

No 4% (5%) [4%]

Whilst very high satisfaction ratings were attributed to officers in the 2009 survey, it is worth noting that this upward trend continued with the 2010 survey whereby an almost perfect rating was awarded for the officer’s manner. This was also the case with the officer’s ability to help and give advice and also knowledge about how to deal with the enquiry, both of which returned very high satisfaction ratings.

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NOT PROTECTIVELY MARKED Q. Did the officer provide you with details of another agency/organisation for specialist advice? Yes 8% (8%) [9%]

No 38% (45%) [43%]

Not necessary 54% (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 65% (51%) [69%]

No 35% (49%) [31%]

Clear improvements can be seen in relation to the officer providing the service user with their contact details, with a statistically significant fourteen 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 94% (91%) [94%]

Neither satisfied nor dissatisfied 4% (6%) [4%]

Very dissatisfied or dissatisfied 2% (3%) [2%]

Q. What was your overall level of satisfaction with officer contact? Very satisfied or satisfied 94% (-) [93%]

Neither satisfied nor dissatisfied 4% (-) [4%]

Very dissatisfied or dissatisfied 2% (-) [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 59% (51%) [61%]

No 41% (49%) [39%]

A statistically significant increase of eight 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 51% to 59%. This figure narrowly failed to achieve the KPI target set at 60.0% for 2010/11 but nevertheless represented the best ever recorded annual result over the last three years for Eastern division.

Q. If you reported a crime/disturbance, do you know if the persons responsible for committing the crime were‌ Traced 18% (17%) [16%]

Traced and action taken 20% (20%) [18%]

Not traced 23% (23%) [23%]

Don’t know 39% (40%) [43%]

Q. What was your level of satisfaction with the actions taken by the police to resolve your enquiry? Very satisfied or satisfied 75% (80%) [74%]

Neither satisfied nor dissatisfied 17% (11%) [18%]

Very dissatisfied or dissatisfied 8% (9%) [8%]

A reduction of five percentage points was recorded in terms of satisfaction with the actions taken by the police to resolve the enquiry, falling from 80% in 2009 to 75% 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 82% (82%) [82%]

Neither satisfied nor dissatisfied 10% (11%) [11%]

Very dissatisfied or dissatisfied 8% (7%) [7%]

Overall satisfaction with the way the police dealt with the enquiry remained static between the two years at 82%. This result meant that the division 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 34% (-) [31%]

No 66% (-) [69%]

Q. I know at least one community officer by name? Yes 26% (-) [21%]

No 74% (-) [79%]

Q. I have spoken to a community officer in my neighbourhood? Yes 26% (-) [25%]

No 74% (-) [75%]

Q. I know how to contact a community officer if I need to? Yes 36% (-) [37%]

No 64% (-) [63%]

Q. In your opinion, do you think community officers are doing their best to tackle crime and disorder in your neighbourhood? Yes 61% (-) [64%]

No 39% (-) [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 29% (45%) [31%]

More than a week but less than a month 23% (29%) [23%]

More than a year ago 3% (4%) [3%]

Never 26% (5%) [21%]

More than a month but less than a year 19% (17%) [22%]

52% of respondents had seen an officer patrolling in their neighbourhood within the past month. This represented a significant downturn of twenty two percentage points when compared to the 74% 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 62% (62%) [53%]

On foot 38% (37%) [43%]

Bicycle 0% (1%) [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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