Introduction:

One of Warwickshire Police’s priorities is to improve the quality of service provided to the community. In order to do this we measure the outcome of certain police activity to find out whether the needs and expectations of the public are being met, decide where improvements may need to be made and to provide data for Performance Indicators.

People who have been involved in road traffic collisions or who have been victims of burglary dwelling, violent crime, racist incidents and vehicle crime are quite likely to be contacted by a force representative, by telephone, asking how they felt they were dealt with by Warwickshire police.

The surveys measure the satisfaction level of an individual with the service they received and are structured around a mandatory set of core questions:

i) First Contact – making contact with the police
ii) Action taken – action taken by the police
iii) Kept Informed – being kept informed of progress
iv) Treatment – treatment by staff
v) Whole Experience – the overall service provided

It is a requirement of the Home Office (HO) for police forces to conduct user satisfaction surveys with specified user groups. Home Office guidance is followed that set out the requirements for conducting user satisfaction surveys in order to promote consistent practice across the police service. This guidance document is jointly owned by Association of Chief Police Officers (ACPO), Association of Police Authorities (APA), HO and National Policing Improvement Agency (NPIA). A copy of the guidance is available on the Police Reform website: www.policereform.gov.uk/psu/ppaf.html

Summary of results for April 2010 to March 2011:

NOTE: (Overall/National figures exclude ‘Racist Incident’ data)

		Ease of Contact	Actions Taken	Kept Informed	Treatment	Whole Experience
Racist Incidents	Satisfied	88.0%	73.9%	73.3%	89.1%	76.1%
	Dissatisfied	8.0%	15.2%	17.8%	8.7%	17.4%
Burglary Dwelling	Satisfied	96.2%	90.4%	83.7%	96.5%	89.8%
	Dissatisfied	1.7%	6.4%	9.8%	1.9%	5.1%
Road Traffic Collisions	Satisfied	97.6%	88.2%	73.0%	93.3%	88.9%
	Dissatisfied	0.0%	6.4%	15.8%	2.9%	6.5%
Vehicle Crime	Satisfied	92.2%	75.3%	67.9%	91.7%	77.5%
	Dissatisfied	3.8%	13.4%	18.1%	3.9%	10.9%
Violent Crime	Satisfied	91.6%	78.8%	74.9%	90.1%	80.2%
	Dissatisfied	5.6%	15.6%	20.2%	6.5%	13.4%
Overall	Satisfied	94.4%	83.2%	74.9%	92.9%	84.1%
	Dissatisfied	2.8%	10.4%	16.0%	3.8%	8.9%
National Average for 12 months until end March 2010		94.2%	83.1%	74.0%	93.8%	84.6%

(National Averages for 2010/2011 not yet available)

• 94.2% of respondents were satisfied with ‘ease of contact’ with the police. This ranged from 97.2% for road traffic collisions to 91.6% for violent crime.
• 83.2% of respondents were satisfied with the ‘actions taken’ by the police, with victims of a burglary dwelling standing at 90.4%.
• Responses to ‘being kept informed’ saw 74.9% of respondents being satisfied and 16.0% being dissatisfied.
• Overall responses to the way that police “treated them” were at 92.9%. With victims of a burglary dwelling showing 96.5%.
• In total 84.1% of respondents said they were satisfied with the ‘overall experience’, ranging from 89.8% for burglary dwelling down to 77.5% for vehicle crime.