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Survey Returns High Satisfaction Rating

Survey Returns High Satisfaction Rating

New Zealand Police National News Release
13 October 2008 h

It's official, police are doing a good job out there.

An independent suvey has returned a high satisfaction rating with the service provided by NZ Police

Of more than 4000 people who had had contact with police in the past six months, 80 percent were either satisfied or very satisfied with the level of service they received. Eighty nine percent agreed or strongly agreed that Police staff were competent and 88 percent agreed or strongly agreed that they were treated fairly.

The Citizens' Satisfaction Survey 2008 was conducted by Gravitas Research and Strategy Ltd earlier this year. They surveyed 8300 people by phone. The survey asked people about their levels of trust and confidence in Police. Sixty nine per cent of people had a lot or quite a lot of trust and confidence.

The survey is part of Service First, an ongoing service improvement project being run by Police.

Assistant Commissioner Grant Nicholls, Sponsor of the Service First Project says he is very pleased with the results of the initial survey which will now be repeated for the next two years.

"The survey is part of work we are doing to improve the way we do things and to ensure NZ Police is a good organisation to deal with. This initial survey gives us a benchmark to measure our performance by and an insight into the public's expectations of us."

"People told us that some of the key things that influenced their levels of satisfaction were the postiive attitude of police staff, that police showed interest and concern and that they did everything they could for people."

"It is especially significant that often we have contact with people during stressful periods, some of them are being given infringements or are being dealt with as offenders, these are difficult situations in which to ensure someone has a positive experience, yet obviously many people end up being satisfied with the encounter and feel that they were treated fairly," Mr Nicholls said.

Overall the results compared very favourably with the results of the State Services Commission's Kiwis Count survey which looked at how New Zealanders rate public services. Overall 68% of people were satisfied or very satisfied with the service they received. Kiwis Count is part of the State Services Commission's New Zealander's Experience research programme. The Police survey used the same core questions

"It is very pleasing that our police specific survey has shown a higher level of satisfaction and reflects well on the way we are dealing with people," Mr Nicholls said."

Levels of satisfaction were consistent across all districts which Mr Nicholl's said was important.

"We want to ensure we provide the same levels of quality service across the organisation regardless of where or how the service is being provided."

The survey uses a standardised set of questions called the Common Measurements Tool (CMT). This is part of the New Zealanders' Experience research programme that the State Services Commission (SSC) is running to understand service across all government agencies.

The New Zealanders' Experience research identified the six factors that have the greatest impact on people's satisfaction with public services. Those drivers are:

o The service experience met your expectations

o Staff were competent

o Staff kept their promises

o You were treated fairly

o Your individual circumstances were taken into account

o It's an example of good value for tax dollars spent

NZ Police took these six factors and the CMT and incorporated them into the Service First programme.

Police are the first to do this, but all Government agencies are being encouraged by the SSC to use the standardised set of questions.

"While the results are pleasing, we are always looking for ways to improve," he said.

"We will use the information to help shape the way we deliver services in the future. The results will also form part of a wider monitoring of satisfaction with Police as recommended by the Commission of Inquiry into Police Conduct."


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