Customer Satisfaction

The Constabulary surveys victims of crime to find out how well they feel their crime has been dealt with and how well they have been kept informed.

Due to some worrying levels of satisfaction from victims of crime, a group of Authority members scrutinised the process to seek reassurance that the actions taken by the Constabulary were sound and to add value where possible. The Constabulary is committed to making significant improvements in customer service and had established a Customer Satisfaction Project Team which the Authority worked with.

The aim of the scrutiny group was to:

• understand the reasons for poor performance,
• understand the work undertaken by the Constabulary Project Team and the reasons for recommended changes,
• be able to make informed decisions about any budget/financial implications of the recommendations.

Improvements to the process have been made, including:

• issuing frontline officers with minimum standards for investigation and providing clear aims and expectations in line with the victims code,
• providing training seminars for Sergeants and Inspectors,
• introducing Customer Service Desks to act as a single point of contact. The telephone number is given to all victims of crime to enable them to directly access updates or notify the police of changes in circumstances and victims are kept updated on progress.

The Engagement Committee received a the final report on the findings of the scrutiny group on 21 August 2007.