service satisfaction survey 2010 - western division

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Service Satisfaction Survey 2010

Summary of Results Western Division


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2010 Service Satisfaction Survey Results (Western)

INTRODUCTION This report summarises the key findings for Western 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 Western 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 Western division between April 2010 and March 2011. Overall, 493 completed questionnaires were returned thus yielding a response rate of 38% (35%). 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 ti me taken to answer your telephone call? …999 call Very satisfied or satisfied Neither satisfied nor dissatisfied Very dissatisfied or dissatisfied 98% (99%) [97%] 2% (1%) [2%] 0% (0%) [1%] ...Non-emergency number Very satisfied or satisfied Neither satisfied nor dissatisfied Very dissatisfied or dissatisfied 92% (94%) [91%] 6% (5%) [5%] 2% (1%) [4%] Q. Did the person who answered your call, dealt wi th you if you visited a police station, or the officer who spoke to you on the street, provide you with their name? (KPI 2 2) Yes No 84% (79%) [81%] 16% (21%) [19%] An improvement of five 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. This result also well exceeded the best ever recorded annual result for Western division over the last three years of 78.3%. Q. Was this person…? …Able to help you or give advice? Yes No 94% (95%) [93%] 6% (4%) [7%] …Courteous and attentive? Yes No 98% (99%) [98%] 2% (1%) [2%]

1 This means that we can be 95% confident that if asking the entire relevant population of Western division that between 41% (+3%) and 35% (-3%) of the population would provide the same answer. 2 KPI = Key Performance Indicator



…Knowledgeable about how to deal with your enquiry? Yes No 94% (95%) [94%] 6% (5%) [6%]

…Able to explain what would be done as a result of your enquiry? Yes No 89% (94%) [90%] 11% (6%) [10%] There was a statistically significant reduction, from 94% in 2009 to 89% 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 No Not necessary 7% (8%) [8%] 44% (28%) [45%] 49% (64%) [47%] Q. What was your level of satisfaction with the wa y you were treated by those who dealt with your first contact with the police? Very satisfied or satisfied Neither satisfied nor dissatisfied Very dissatisfied or dissatisfied 91% (92%) [91%] 6% (6%) [7%] 3% (2%) [2%] A one percentage point reduction was noted in relation to satisfaction with treatment at first contact falling from 92% in 2009 to 91% in 2010. Q. What was your overall level of satisfaction wit h first contact? (KPI 1) Very satisfied or satisfied Neither satisfied nor dissatisfied Very dissatisfied or dissatisfied 92% (92%) [91%] 5% (6%) [6%] 3% (2%) [3%] Results for overall satisfaction with first contact remained constant between 2009 and 2010 at 92%. This result indicated that Western division successfully achieved 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 No 78% (72%) [74%] 22% (28%) [26%] An improvement of six percentage points was recorded between the two years in terms of the percentage of service users who were informed when an officer would be expected to attend. 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% (97%) [96%] 3% (3%) [3%] 0% (0%) [1%] Q. Was this officer… ? …Able to help or give advice? Yes No 94% (98%) [96%] 6% (2%) [4%]

…Courteous and attentive? Yes No 99% (99%) [98%] 1% (1%) [2%] As in the previous year, an almost perfect rating was attributed to the courteous and attentive manner of the officer when dealing with the service user during their enquiry.



…Knowledgeable about how to deal with your enquiry? Yes No 95% (99%) [96%] 5% (1%) [4%] Q. Did the officer provide you with details of ano ther agency/organisation for specialist advice? Yes No Not necessary 6% (13%) [9%] 46% (38%) [43%] 48% (49%) [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 No 74% (66%) [69%] 26% (34%) [31%] Clear improvements can be seen in relation to the officer providing the service user with their contact details, with a statistically significant eight percentage point increase recorded between 2009 and 2010. Q. What was your level of satisfaction with the wa y you were treated by the police officer(s) who attended? Very satisfied or satisfied Neither satisfied nor dissatisfied Very dissatisfied or dissatisfied 95% (96%) [94%] 3% (2%) [4%] 2% (2%) [2%] Q. What was your overall level of satisfaction wit h officer contact? Very satisfied or satisfied Neither satisfied nor dissatisfied Very dissatisfied or dissatisfied 94% (-) [93%] 4% (-) [4%] 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 you r incident/enquiry? (KPI 3) Yes No 64% (61%) [61%] 36% (39%) [39%] An improvement of three 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 61% to 64%. This figure not only meant that Western division achieved the KPI target set at 60.0% for 2010/11 but all surpassed their best ever recorded annual result over the last three years of 61.1%. Q. If you reported a crime/disturbance, do you kno w if the persons responsible for committing the crime were… Traced Traced and action taken Not traced Don’t know 14% (17%) [16%] 19% (26%) [18%] 22% (21%) [23%] 45% (36%) [43%] Q. What was your level of satisfaction with the ac tions taken by the police to resolve your enquiry? Very satisfied or satisfied Neither satisfied nor dissatisfied Very dissatisfied or dissatisfied 74% (85%) [74%] 17% (12%) [18%] 9% (3%) [8%] A statistically significant reduction of eleven percentage points was recorded in terms of satisfaction with the actions taken by the police to resolve the enquiry, falling from 85% in 2009 to 74% 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 Neither satisfied nor dissatisfied Very dissatisfied or dissatisfied 81% (86%) [82%] 12% (9%) [11%] 7% (5%) [7%] A significant downturn in overall satisfaction with the way the police dealt with the enquiry was noted for Western division between 2009 and 2010 whereby satisfaction fell from 86% to 81%. This result meant that the division failed to meet the target set for 2010/11 of 85.0%.

COMMUNITY POLICING Q. I know at least one community officer by sight ? Yes No 36% (-) [31%] 64% (-) [69%]

Q. I know at least one community officer by name? Yes No 25% (-) [21%] 75% (-) [79%]

Q. I have spoken to a community officer in my nei ghbourhood? Yes No 31% (-) [25%] 69% (-) [75%]

Q. I know how to contact a community officer if I need to? Yes No 40% (-) [37%] 60% (-) [63%] Q. In your opinion, do you think community officer s are doing their best to tackle crime and disorder in your neighbourhood? Yes No 69% (-) [64%] 31% (-) [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 More than a week but less than a

month More than a month but less than a year

32% (45%) [31%] 23% (29%) [23%] 24% (14%) [22%] More than a year ago Never 2% (3%) [3%] 19% (9%) [21%] 55% of respondents had seen an officer patrolling in their neighbourhood within the past month. This represented a significant downturn of nineteen 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 On foot Bicycle 54% (48%) [53%] 40% (42%) [43%] 6% (10%) [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: [email protected] k

service satisfaction survey 2010 - western division

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