9-1-1 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.
HOW OFTEN HAS SPD CONDUCTED THIS SURVEY?
The Department does approximately three surveys per year, spread throughout the year, and publishes an annual document that summarizes these results. To date, fourteen surveys have been conducted, beginning in June 2006 and occurring most recently in March 2011.
SUMMARY OF THE 2011 SURVEY RESULTS
Ratings in the most recent survey were above the average across all fourteen surveys on items that have been asked each time. In addition, the ratings received in the most recent survey were at or near the highest ratings ever on eight of the ten items asked on every survey. Officers who respond to calls get especially high marks for their courtesy and professionalism, rating 4.49 on a 5-point scale where “5” is high, across all fourteen surveys and a 4.60 in the most recent survey; and for providing people with the information they need, an average rating of 4.20 on a 5-point scale, across all surveys, and of 4.31 in March 2011.