User Satisfaction
Since 2007, Home Office guidance has stated that all forces must carry out user satisfaction surveys by telephone, and we now use an external company called Opinion Research Services (ORS) to undertake the research. ORS are registered under the data protection act and work in accordance with the market research society code of conduct. Any answers given are anonymous unless the respondent gives specific permission to pass their details back to us. Respondents are not asked to talk about the incident itself, only the service received from the police:
- How they got in touch
- What actions we took
- How they were updated
- How they were treated
- Some general questions about the overall experience
We also ask additional diagnostic questions to establish the actions taken by officers throughout the interaction with the user. These questions allow further analysis of the factors that ultimately impact on user satisfaction and are designed to investigate satisfaction across three stages of user contact: first contact, response and follow up. The surveys are carried out with victims of:
- Domestic Burglary
- Violent Crime
- Vehicle Crime
- Racist Incidents
- Anti-social Behaviour
- Hate Crime
Key Facts:
- In April 2011, there was a recorded 6% increase in satisfaction of BME victims from levels recorded in April 2010, which now means there is a higher level of satisfaction (80.8%) of BME victims than White victims (79.9%)
- In April 2011 there was also a recorded 3.2% increase in satisfaction of victims of racist incidents (now at 77.1%) from levels recorded in April 2010
- Disabled victims are still less satisfied than other victims with most aspects of the service that they receive (with the exception of ease of contact). Their level of satisfaction is at least 6% below those of other victims
For more information about our User Satisfaction Data for 2010/11, we have produced a full report.
