service satisfaction survey 2009 - eastern division

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Service Satisfaction Survey 2009

Summary of Results Eastern Division


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2009 Service Satisfaction Survey Results (Eastern) (2008 results are in brackets, where available)

Please be aware that the first section of this report summarises the views of residents within Eastern division regarding the service they received from the Force Contact Centre during first contact with Tayside Police. As the Force Contact 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.

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 100% (94%) 0% (3%) 0% (3%) ...Non-emergency number Very satisfied or satisfied Neither satisfied nor dissatisfied Very dissatisfied or dissatisfied 92% (88%) 6% (7%) 2% (5%) Q. Did the person who answered your call provide y ou with their name? Yes No 78% (82%) 22% (18%)

Q. Was this person…? …Able to give advice? Yes No 96% (92%) 4% (8%) …Courteous and attentive? Yes No 98% (99%) 2% (1%) …Knowledgeable about how to deal with your enquiry? Yes No 94% (95%) 6% (5%) …Able to explain what would be done as a result of your enquiry? Yes No 91% (93%) 9% (7%) Q. Did the person provide you with contact details of another agency/organisation? Yes No Not necessary 6% (3%) 30% (45%) 64% (52%) 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% (90%) 7% (7%) 2% (3%) Q. What was your overall level of satisfaction wit h first contact? Very satisfied or satisfied Neither satisfied nor dissatisfied Very dissatisfied or dissatisfied 90% (85%) 8% (9%) 2% (6%)



OFFICER CONTACT Q. Were you informed of when the officer would be likely to attend? Yes No 75% (-) 25% (-) Q. How satisfied or dissatisfied were you with the officer’s standard of appearance? Very satisfied or satisfied Neither satisfied nor dissatisfied Very dissatisfied or dissatisfied 96% (98%) 3% (2%) 1% (0%) Q. Was this officer… ? …Able to give advice? Yes No 93% (92%) 7% (8%) …Courteous and attentive? Yes No 97% (99%) 3% (1%) …Knowledgeable about how to deal with your enquiry? Yes No 95% (95%) 5% (5%)

Q. Did the officer provide you with details of ano ther agency/organisation for specialist advice? Yes No Not necessary 8% (9%) 45% (43%) 47% (48%) 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 91% (92%) 6% (5%) 3% (3%) 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 80% (80%) 11% (11%) 9% (9%)

OUR RESPONSE & ENQUIRY Q. Were you given an update on the progress of you r incident/enquiry? Yes No 51% (48%) 49% (52%) 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 17% (21%) 20% (25%) 23% (19%) 40% (36%) 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? Very satisfied or satisfied Neither satisfied nor dissatisfied Very dissatisfied or dissatisfied 82% (79%) 11% (12%) 7% (9%)



GENERAL STANDARDS Q. Do you know if there is a community police off icer responsible for your area? Yes No 41% (-) 59% (-) Q. In your opinion, do you think your local office rs are doing their best to tackle crime? Yes No 84% (82%) 16% (18%) Q. The last time you saw an officer patrolling was … Within the last week More than a week but less than a

year More than a month but less than a year

45% (47%) 29% (28%) 17% (18%) More than a year ago Never 4% (3%) 5% (4%) Q. Were they? In a motor vehicle On foot Bicycle 62% (60%) 37% (39%) 1% (1%)

WHO TO CONTACT FOR FURTHER INFORMATION

A copy of the full report can be obtained from:

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 2009 - eastern division

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