Customer Service Quality Survey
WHAT DOES THE SURVEY MEASURE?
SPD solicits feedback from callers to the 9-1-1 system who have had an officer dispatched to assist them. The callers are contacted by phone within two weeks of their calls to 9-1-1. They are asked to evaluate the service they received overall as well as the assistance provided by the 9-1-1 operator and the officer who responded to the call. In addition, callers are asked for their views on the responsiveness and quality of service provided by the Department overall and by officers in general in their neighborhood. Respondents to the survey are also queried about their feelings of safety in their neighborhoods, how those feelings were affected by the incident that generated their calls to 9-1-1 and how they felt after receiving SPD services.
The Department began these surveys in June 2006, and conducts 2-4 surveys per year, spread throughout the year.
WHAT DO THE RESULTS SHOW?
In a survey of 200 individuals who had received 911 service, the department received an above-average rating in its response to 911 calls, showing continued improvement since the department conducted its first survey in June 2006. Responding officers received especially high marks for their courtesy and professionalism: a rating 4.6 on a 5-point scale where “5” is high. The department also received a rating of 4.34 for providing people with the information they need.