Contents
Report 12 of the 08 May 03 meeting of the Planning, Performance & Review Committee and recommends that the MPA works with the MPS to develop a method for considering how customer survey results can influence policy with the aim of improving customer satisfaction over time.
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Developing customer survey data
Report: 12
Date: 8 May 2003
By: Clerk
Summary
The Metropolitan Police Service (MPS) carries out surveys of customer satisfaction and presents overall results to the MPA on a quarterly basis. Customer satisfaction has been declining for some customer groups and static for others customer groups for some time. This report recommends that the MPA works with the MPS to develop a method for considering how customer survey results can influence policy with the aim of improving customer satisfaction over time.
A. Recommendations
That members support a project between the MPS and MPA officers to develop the use of survey data, with a particular aim to influence policy to improve customer satisfaction.
B. Supporting information
1. The MPA, through the Planning, Performance and Review Committee (PPRC), receives bi-monthly summaries of performance against policing plan indicators, which include customer satisfaction results and public attitude fear of crime results.
2. For the last few years there has been a small reduction in victim satisfaction in all areas except victims of road traffic accidents, an increase in fear of crime and a static level of public satisfaction with patrol levels. Most of these reductions have been quite small (and are not statistically significant), but targets have been set to improve in these areas, which are not being met.
| Customer satisfaction | 2002/3
target |
2000/2001 performance | Apr-Dec 2002 performance |
|---|---|---|---|
| Satisfaction with response to 999 calls | 85% | 78.3% | 79.2% |
| Satisfaction with initial response to victims of violent crime | 80% | 72.7% | 70.3% |
| Satisfaction with initial response to victims of burglary | 90% | 83.7% | 82.8% |
| Satisfaction of road traffic accident victims at scene | 90% | 90.9% | 90.7% |
| Satisfaction of victims of racist crime compared with all victims | No difference | -7.7% | -9.0% |
| Public fear of crime | 35% | 36% | 39% |
| Satisfaction with foot patrols | 20% | 15% | 15% |
| Satisfaction with mobile patrols | 35% | 33% | 34% |
3. Members have been concerned about these results and hence asked for a more in-depth report on customer satisfaction at the January 2003 meeting of the PPRC committee. This provided some more analysis and information on drivers of satisfaction and some information on actions being taken.
4. The MPA would like to be able to consider customer satisfaction and public attitude survey results in further detail to be able to look at how the results link to policy and also what can be done to improve upon the results.
5. Initial discussions have been held between the MPA (Lynne Featherstone and officers) and MPS officers to discuss how customer satisfaction survey results can be taken forward. The best way of taking this issue forward seems to be through taking an example of a customer survey to see what action is being taken or can be taken to aim to improve the results and/ or identify the barriers in being able to use the results.
6. The first example considered suitable for further analysis is victims of violent crime. For this group satisfaction has been declining over the last few years and there is a reasonable sample size for statistical analysis.
7. It is recommended that a joint project between the MPS survey analysts, the MPA Planning and Performance Team and Rupert Gill, GLA researcher, is carried out to consider the current processes for taking forward customer satisfaction survey results and what developments could be made to improve upon these processes.
8. It is essential that this work link with other substantial projects, particularly the MPA Consultation Strategy and the developing Policing Performance Assessment Framework (Citizen Focus strand). These links could be facilitated by appropriate MPA and MPS representation on the project team.
9. The project will be a reasonably short exercise, aiming to present results to PPRC in October 2003.
C. Financial implications
The project will be carried out within existing staff resources in the MPS, MPA and GLA. Any recommendations made following the project will be presented to PPRC, together with any financial implications.
D. Equality and diversity implications
Carrying out customer satisfaction surveys, and acting upon the results, is one way of ensuring that police services are provided to an equal standard for all. Part of the project will be to consider how results are analysed by different groups (age, gender, ethnicity) of customers and how this analysis can lead to improvements in the service provided.
E. Background papers
None
F. Contact details
Report author: Johanna Gillians
For more information contact:
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Media enquiries: 020 7202 0217/18
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