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Service Satisfaction Survey 2011-12 Summary of Results
Perth & Kinross Local Policing Area
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2011-12 Service Satisfaction Survey Results (Perth & Kinross)
This report summarises the key findings for the Perth & Kinross Local Policing Area (LPA) from the 2011-12 Service Satisfaction survey. 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 Perth & Kinross regarding the service they received at first contact. This contact may have been via telephone (999 or non-emergency), visit to a police station, face to face with an officer on the street or police initiated contact. It is important, therefore, to note that results for the first question relate solely to the Force Communications Centre (FCC) with the results for the remaining questions within ‘First Contact’ apportioned to both the FCC and the Perth & Kinross LPA.
Perth & Kinross LPA
Questionnaires distributed 1296
Questionnaires returned 536
Response rate 41.3%
Confidence interval1 +/-3%
FIRST CONTACT 2011-12 Result %
%pp change compared to 2010-11
Q. What was your level of satisfaction with the time taken to answer your telephone call? …999 call Very satisfied or satisfied Neither satisfied nor dissatisfied Very dissatisfied or dissatisfied
96.6 1.7 1.7
1.2 0.5 1.7
…non-emergency call Very satisfied or satisfied Neither satisfied nor dissatisfied Very dissatisfied or dissatisfied
94.7 4.0 1.2
2.8 1.6 1.2
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 No
87.23 12.8
3.4 3.4
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This means that we can be 95% confident that if asking the entire relevant population of Perth & Kinross LPA that between 44.3% (+3%) and 38.3% (-3%) of the population would provide the same answer. 2 KPI = Key Performance Indicator 3 This result shows that the Perth & Kinross LPA well exceeded the target set for 2011-12 of 80.0%.
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NOT PROTECTIVELY MARKED 2011-12 Result %
%pp change compared to 2010-11
Q. Was this person… …Able to help or give advice? Yes No
94.1 5.9
0.6 0.6
…Courteous and attentive? Yes No
98.7 1.3
1.1 1.1
…Knowledgeable about how to deal with your enquiry? Yes No
97.7 2.3
3.6 3.6
…Able to explain what would be done as a result of your enquiry? Yes No
92.0 8.0
3.3 3.3
Q. What was your level of satisfaction with the way you were treated by those who dealt with you at first contact? Very satisfied or satisfied Neither satisfied nor dissatisfied Very dissatisfied or dissatisfied
95.4 3.0 1.6
4.1 2.7 1.4
Q. What was your overall level of satisfaction with first contact? (KPI 1) Very satisfied or satisfied Neither satisfied nor dissatisfied Very dissatisfied or dissatisfied
96.24 2.6 1.2
4.5 2.6 1.9
Q. How satisfied or dissatisfied were you that the officer presented a smart and professional image? Very satisfied or satisfied Neither satisfied nor dissatisfied Very dissatisfied or dissatisfied
97.2 1.8 1.0
0.1 0.8 0.7
Q. Was this officer… …Able to help or give advice? Yes No
95.0 5.0
0.8 0.8
…Courteous and attentive? Yes No
98.4 1.6
0.3 0.3
OFFICER CONTACT
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This result shows that Perth & Kinross LPA well exceeded the target set for 2011-12 of 91.5%.
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NOT PROTECTIVELY MARKED 2011-12 Result %
%pp change compared to 2010-11
…Knowledgeable about how to deal with your enquiry? Yes No
97.2 2.8
2.1 2.1
Q. Did the officer provide you with details of how to contact him/her (eg name, business card, shoulder number or telephone number)? Yes No
78.6 21.4
4.8 4.8
Q. What was your level of satisfaction with the way you were treated by the police officer(s) who attended? Very satisfied or satisfied Neither satisfied nor dissatisfied Very dissatisfied or dissatisfied
94.9 3.5 1.5
0.1 0.4 0.3
Q. What was your overall level of satisfaction with officer contact? Very satisfied or satisfied Neither satisfied nor dissatisfied Very dissatisfied or dissatisfied
93.9 3.5 2.6
0.5 0.5 No change
Q. Were you given an update on the progress of your incident /enquiry? (KPI 3) Yes No
64.2 35.8
0.1 0.1
Q. If you reported a crime/disturbance, do you know if the persons responsible for committing the crime were… Traced Traced and action taken Not traced Don’t know
15.0 15.5 30.1 39.4
0.6 3.0 5.8 3.4
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 4) Very satisfied or satisfied Neither satisfied nor dissatisfied Very dissatisfied or dissatisfied
84.8 8.9 6.4
3.4 2.9 0.5
RESPONSE AND ONGOING ENQUIRIES
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NOT PROTECTIVELY MARKED COMMUNITY POLICING 2011-12 Result %
%pp change compared to 2010-115
Q. Do you think that the current level of police patrols in your neighbourhood is appropriate to your community needs? Too much About right Too little
0.5 49.3 50.2
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Q. In general, when you see a police officer on patrol in your neighbourhood, how does it make you feel? Reassures me Has no effect Concerns me
72.4 22.9 4.7
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Q. Do you know any of the community officers who look after your neighbourhood? Yes, by name Yes, by sight Yes, by name and sight No, but I know how to contact a community officer if I need to No, I know nothing about my community officers
6.5 9.5 8.4 28.4 47.2
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Q. In which ways would you prefer to be kept informed about actions being taken by community officers in your neighbourhood? Local newspapers Information at local shops or supermarkets Face to face updates from local officers Public meetings/community groups Tayside Police website Local radio Information at libraries/community centres Community surgeries Social networking (eg Twitter, Facebook) Text messaging Other
59.8 27.3 23.0 21.5 18.4 17.2 16.8 12.9 8.6 8.2 3.5
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60.6 33.0 6.4
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Q. To what extent do you agree or disagree with the following statements relating to community policing in your neighbourhood? ...Officers understand the issues that matter neighbourhood Strongly agree or agree Neither agree nor disagree Strongly disagree or disagree 5
in my
No comparative figures are available for 2010-11 as the Community Policing section was new to the 2011-12 survey.
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NOT PROTECTIVELY MARKED 2011-12 Result %
%pp change compared to 2010-11
...Officers are dealing with the issues that matter in my neighbourhood Strongly agree or agree Neither agree nor disagree Strongly disagree or disagree
53.1 33.6 13.3
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‌I have confidence in the police in my neighbourhood? Strongly agree or agree Neither agree nor disagree Strongly disagree or disagree
64.1 27.0 8.9
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Q. Taking everything into account, how good a job do you think the police in your neighbourhood are doing? Very good or good Fair Very poor or poor
69.0 23.9 7.1
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WHO TO CONTACT FOR FURTHER INFORMATION Performance and Planning Department Headquarters Tayside Police West Bell Street Dundee DD1 9JU Telephone: 01382 596711 Email: performanceandplanning@tayside.pnn.police.uk
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