Citizens’ Survey

Presentation of Results for Total Sample

February 25, 2003

Prepared By:

831 E. Morehead Street, Suite 150

Charlotte, North Carolina 28202

2

Objectives

•The Citizens’ Satisfaction Survey was conducted by MarketWise, Inc.

•The research objectives of the study were the following:

–Measure community perceptions of CMPD

–Measure satisfaction with the services provided by the CMPD

–Explore perceptions of community safety and crime levels

–Demographically profile the community

3

Methodology

• A total of 435 telephone interviews were conducted with Mecklenburg County residents, age 18 or older.

• Interviewing was conducted Nov. 18 - Dec. 11, 2002.

• Interviews averaged 17 minutes in length.

• Hispanics and Latinos who did not speak English were interviewed in Spanish.

• Margin of error for a sample of 435 is + 4.7 percentage points at the 95% confidence level.

4

Rating Scales

• In order to measure perceptions, respondents were asked to use rating scales from 1 to 10. Examples:1=Extremely Negative and 10=Extremely Positive1=Strongly Disagree and 10=Strong Agree

• With a 10-point scale there is no exact mid-point; 5 and 6 are equally in the middle of the scale.

• To simplify interpretation, the data have been collapsed into categories and labeled as follows:9,10=Very positive, 7,8=Positive 5,6=Neutral, 1-4=Poor 9,10=Strong agree, 7,8=Agree, 5,6=Neutral, 1-4=Disagree

• Ratings of 1-2 and 3-4 have sometimes been combined due to the low percentage of ratings in these categories.

RespondentProfile

6

Respondent ProfileRace or Ethnic Background (q1b)

• For the total sample analysis, the data were proportionally weighted to ensure proper representation of all races and ethnic groups. This chart shows results of the weighting.

2%

2%

6%

61%

28%

0% 100%

Some other race

Asian

Black or AfricanAmerican

Hispanic or Latino ofany race

White

7

Years Lived in Charlotte or

Mecklenburg Co. (q1a) 48%

16%

14%

15%

7%

0% 60%

> 20 years

11-20 years

6-10 years

3-5 years

< 2 years

49%51%

Respondent ProfileYears Lived in Charlotte-Mecklenburg & Gender

Female MaleGender (q2)

8

66%

6%

16%

2%

6%

4%

0% 70%

Employedfull-time

Employedpart-time

Retired

Student

Homemaker

Disabled/Notemployed

Respondent ProfileEducation & Employment Status (q60-61)

7%

23%

25%

32%

14%

0% 70%

Less thanHS

HSgraduate

Somecollege orvocational

Collegegraduate

Graduateschool

Education Employment

9

41%

46%

31%

14%

0% 70%

< 6 years ofage

Ages 6-12

Ages 13-17

Age 18 +

Respondent ProfileHousehold Descriptions (q62-63)

34%

38%

7%

20%

0% 70%

2+ adults w/children

2+ adults,no children

1 adult w/children

1 adult,living alone

Number in Household Age of Children in Household

Base=Respondents with children in home (n=175)

10

12%

11%

14%

17%

21%

9%

0% 40%

$100K+

$80K to < $100K

$60K to < $80K

$40K to < $60K

$20K to < $40K

< $20K

Respondent ProfileAge and Income (q65 & 67)

14%

14%

23%

22%

28%

0% 40%

65+

55-64

45-54

35-44

18-34

Age Income

DetailedFindings

12

35% 38% 19% 7% 1%

0% 25% 50% 75% 100%

CMPD

9,10=Very Positive 7, 8=Positive 5, 6=Neutral 1-4=Negative Don't know

Overall Impression of the CMPDRatings of Total Sample (q3)

73% rate the CMPD 7 or higher on the 10-point scale.

13

26%

33%

39%

38%

35%

38%

36%

36%

23%

19%

16%

15%

9%

9%

8%

9%

6%

0% 25% 50% 75% 100%

Use good judgement in use of force

Perform job w/ integrity & honesty

Are professional

Are courteous

9,10=Strongly agree 7,8=Agree 5,6=Neutral 1-4=Disagree Don't know

Perceptions of the CMPDRatings of Total Sample (q7-12)

The majority of respondents rate the CMPD a 7 or higher on each attribute.

14

58%

21%

19%

22%

13%

29%

8%

20% 7%

0% 25% 50% 75% 100%

The need forpolice has

increased in past2 years

Have an adequatenumber of police

9, 10=Strongly Agree 7, 8=Agree 5, 6=Neutral 1-4=Disagree Don’t know

Perceptions of the CMPDRatings of Total Sample (q11-12)

77% agree the need for police has increased.

43% agree there is an adequate number of police.

15

6%

7%

8%

12%

25%

29%

0% 35%

Cooperation withcommunity

Burglary or break-ins

Drug law enforcement

Traffic violations

Response time

Patrolling/Visibility inneighbohood

Most Important Police Issues (Unaided responses) Total Sample (q16)

16

18%

26%

22%

24%

29%

25%

29%

21%

30%

35%

34%

33%

42%

39%

24%

26%

26%

22%

24%

25%

21%

17%

8%

11%

18%

9%

7%

8%

19%

10%

7%

5%

0% 25% 50% 75% 100%

Process for NEPS reporting

Animal control

Drug law enforcement

Traffic law enforcement

Work with communities

Crime prevention

Response to emergencies

9, 10=Very Good 7, 8=Good 5, 6=Average 1-4=Poor Don't know

Perceptions of Services Provided by the CMPDRatings of Total Sample (q17-23)

Majority rate each service a 7 or above, with one exception -- NEPS. However, 19% did not know about the NEPS process.

17

15%

28%

44%

23%

40%

36%

35%

25%

11%

25%

6%

10%

0% 25% 50% 75% 100%

I feel safer inCharlotte-

Mecklenburg nowthan I did 2 years ago

In general, Charlotte-Mecklenburg is asafe place to live

I feel safe in theneighborhood where

I live

9,10=Strongly agree 7,8=Somewhat agree 5,6=Neutral 1-4=Disagree Don't know

Perceptions of Safety in Charlotte-Mecklenburg Total Sample (q13-15)

• 80% agree they feel safe in their own neighborhood.

• 68% agree that Charlotte-Mecklenburg is a safe place to live.

• 38% agree they feel safer in Charlotte-Mecklenburg now than 2 years ago.

• 25% indicate they feel less safe than 2 years ago.

18

32%

49%

17%28%

35%

28%

9%

0% 50%

9,10= Very serious

7,8= Somewhat serious

5,6= Neutral

1-4= Not serious

How serious a problem do you think crime is in Charlotte-Mecklenburg?

Over the past 2 years, do you think crime in Charlotte-Mecklenburg has…

SameIncreased

Decreased

Perception of Crime in Charlotte-MecklenburgTotal Sample (q24-25)

63% believe crime in Charlotte-Mecklenburg is a serious problem.

49% believe crime has increased over the past two years.

63%

19

12%

37%

27%

24%

How serious a problem do you think crime is in Uptown Charlotte?

Over the past 2 years, do you think crime in Uptown Charlotte has…

Same

Increased

Decreased

Perception of Crime in Uptown CharlotteTotal Sample (q26-27)

Don’t know

36% indicate crime is a serious problem in Uptown Charlotte.

27%believe crime in Uptown Charlotte has increased.

11%

25%

34%

19%

0% 40%

9,10=Veryserious

7,8=Somewhatserious

5,6=Neutral

1-4=Not serious

36%

20

9%

18%

20%

26%

27%

0% 40%

9,10=Very serious

7,8=Somewhat serious

5,6=Neutral

3,4=Not very serious

1,2=Not at all serious

Perception of Crime in Your NeighborhoodTotal Sample (q30)

27%

53%

53% indicate crime is not a serious problem in their neighborhood.

27% say crime in their neighborhood is a problem.

21

Perception of Crime in Your NeighborhoodTotal Sample (q31-33)

6%

12%

24%

57%

Over the past 2 years, has theft . . .

Same Decreased

Increased

4%

13%

23%

59%

Over the past 2 years, has vandalism I. . .

SameDecreased

Increased 5%

18%

12%

64%

Over the past 2 years, has violent crime . . .

Same

Decreased

Increased

• Majority indicate thefts, vandalism and violent crimes in their neighborhood have remained the same over the past two years.

• 12% of respondents believe violent crime has increased.

Don’t know

Don’t know

Don’t know

22

Are you an Active Member of a Neighborhood Group? Total Sample (q34)

Yes32%

No68%

A third are active members of a neighborhood group.

23

Are you Aware that Your Neighborhood has an Assigned Community Police Officer?

Total Sample (q35)

Yes44%

No56%

Less than half are aware that their neighborhood has an assigned community police officer.

24

Other than 911, have you ever spoken with any police officer about problems in your neighborhood?

Total Sample (q36)

Yes39%

No61%

39% indicate they have spoken with a police officer about problems in their neighborhood.

25

26%

35%

24%

10%

0% 50%

9,10=Very effective

7,8=Somewhateffective

5,6=Neutral

1-4=Not effective

Effectiveness of Police Working with the Community Total Sample (q37)

61%

61% believe the police are effective in working with the community to solve problems.

26

5%

6%

7%

7%

8%

12%

16%

17%

19%

32%

6%

9%

9%

11%

14%

22%

22%

26%

29%

26%

13%

18%

14%

22%

25%

24%

27%

27%

26%

18%

38%

50%

38%

46%

42%

41%

32%

29%

23%

19%

37%

17%

32%

13%

11%

5%

0% 25% 50% 75% 100%

CMPD website

All other newspapers

Police Beat show

City Council meetings

City publications

Radio

Charlotte Observer

Television

Word of mouth

Personal interaction

9,10=Major influence 7,8=Influence 5,6=Neutral 1-4=Not an influence Don't know

Factors that Shape Your Opinion of the CMPD Total Sample (q38-47)

Personal interaction, word of mouth, and the media are the most influential factors in shaping the community’s opinion of the CMPD.

27

18%

26%

31%

36%

42%

45%

0% 50%

Have not had contact with police

Community activity w/ police

Called NEPS

Traffic violation or accident

Called 911

Spoke w/ officer in person aboutother issues

Interaction with the CMPDTotal Sample (q48)

• 82% have had some contact with the CMPD in the past 2 years.

28

Was your Call to NEPS Handled in a Timely Manner?Respondents who called non-emergency telephone

reporting number in past 2 years(q49)

Base=Those who have called NEPS in past 2 years (n=134)

Yes69% No

31%

• 68% say their call to NEPS was handled in a timely manner.

29

Victims of Crime in Past Two Years(q50, 51 & 53)

93%

16%

0% 100%

PropertyCrime

ViolentCrime

1% Refused

30%

69%

30% have been a victim of crime in Charlotte in the past 2 years.

Among victims of crime, most are victims of a property crime.

No

Yes

Base=Victims of crime in the past 2 years (n=132)Base=Total Respondents

30

87%

13%

Crime Reporting in Past Two Years(q52 & 54)

22%

78%

78% of property crime victims reported the crime.

87% of violent crime victims reported the crime.

Reported crime

Did NOT report crime

Reported crime

Did NOT report crime

Base=Victims of a property crime (n=124)

Base=Victims of a violent crime (n=24)

31

20%

33%

16%

27%

0% 100%

9,10= Veryconfident

7,8=Somewhatconfident

5,6= Neutral

1-4= Notconfident

19%

28%

27%

28%

0% 100%

9,10= Veryinformed

7,8=Somewhatinformed

5,6= Neutral

1-4= Notinformed

Issues Related to TerrorismTotal Sample (q57-58)

How confident are you in Charlotte-Mecklenburg’s ability to respond to terrorist

attacks?

How informed are you about the measures being taken to prepare for terrorist attacks?

53% 47%

ExecutiveSummary

33

Executive Summary

•The majority of Charlotte-Mecklenburg residents have a positive impression of the CMPD. Almost three out of four respondents in this survey rate the CMPD “7” or higher on a 10-point scale.

•The CMPD receives high ratings (7 or higher) on measures related to character. More than two-thirds perceive the department as:

courteous,

professional and

honest.

• Two out of three respondents also give high ratings (7 or higher) on:

crime prevention and

response to emergencies.

• Just short of two-thirds give high ratings on:

using good judgement in use of force

working with the community to solve problems.

Perceptions of the CMPD

34

Executive Summary

• More than three-quarters of the respondents in the survey agree that the need for police has increased in the past two years. However, less than half believe the CMPD has an adequate number of police.

• The only service area on which positive ratings fell below 50% was the process for NEPS reporting. However, many respondents did not know about this service area.

• Although the majority of respondents give the CMPD high ratings (7 or higher) on all the the service areas, except NEPS, the service areas with the lowest ratings are:

The process for making a non-emergency report by telephone (NEPS)

Police enforcement of drug laws

Police enforcement of traffic laws

Animal Control services

• Respondents in this survey indicate the most important issues related to police service are: visibility in neighborhoods, response time, traffic violations, drug law enforcement, burglary, and cooperation with the community.

Perceptions of the CMPD

35

Executive Summary

• Most of the respondents agree that they feel safe in the neighborhood where they live and that Charlotte-Mecklenburg is a safe place to live.

• However, almost two-thirds also believe crime in Charlotte-Mecklenburg is a serious problem, and half believe crime has increased over the past two years.

• Charlotte-Mecklenburg residents view Uptown Charlotte as safer than Charlotte-Mecklenburg in general. Only about a third believe crime is a serious problem in Uptown Charlotte, while two-thirds indicate it is a serious problem in Charlotte-Mecklenburg overall.

• Almost a third of the survey respondents had been a victim of crime in Charlotte in the past 2 years. Most of these crimes involved property and the majority reported the crime.

Crime and Safety

36

Executive Summary

• Almost two-thirds of the survey respondents believe the CMPD is effective in working with the community to solve problems.

• Only a third of survey respondents indicated they are active in a neighborhood group.

• Most survey respondents have interacted with the CMPD in some way in the past two years and these interactions have the most influence in shaping opinions of the department.

– Other factors that are very influential in shaping community opinion include: word of mouth and the media (TV, newspaper and radio).

Community and Police Interaction

37

Executive Summary

• The majority of the respondents in this survey are confident in Charlotte-Mecklenburg’s ability to respond to terrorist attacks.

• Just less than half of the survey respondents indicate they feel informed about the measures being taken by Charlotte-Mecklenburg to prepare for terrorist attacks.

Terrorism