• Home
• Contact Us
• News, Appeals & Features
• Caught on Camera
• My Local Police
• Community Safety
• Careers
• About Us
  • About Derbyshire Constabulary
  • Quality of Service
  • Our People
  • Our Performance
  • Our Structure
  • Our Commitment
  • Proceeds of Crime Act (POCA)
  • Remembrance Garden
  • Derbyshire Constabulary Male Voice Choir
• Diversity
• Freedom of Information
• Young Space
• Police Authority

Citizen Focus

Satisfaction with Service Delivery Performance Overview

Police Forces in England & Wales are required by the Home Office to undertake satisfaction surveys to assess the quality of service provided to victims of crime and service users. There are a number of national performance indicators that contribute to the new national performance framework called APACS (Assessments of Policing & Community Safety).
 
APACS was introduced in April 2008 and replaces the Police Performance Assessment Framework (PPAF). The new performance framework monitors and assesses crime and community safety work including increasing public confidence, satisfaction with service delivery and service recovery through dialogue with service users.

APACS User Satisfaction Measures

To support the needs of APACS, which includes the provision of data for the Statutory Performance Indicators relating to user satisfaction, surveying commenced in April 2008/09 to quantify:

• Percentage of users who are satisfied with the overall service provided by the police for victims of:
• Domestic burglary
• Violent crime
• Vehicle crime
• Road traffic collisions

• Percentage of racist incidents satisfied with the overall service provided by the police.
    
• Satisfaction gap between white and minority ethnic users when comparing user satisfaction with the whole experience aggregated from victims of domestic burglary, violent crime, vehicle crime and road traffic collisions. 

User satisfaction surveys:

• Take account of the experience of users not just the initial stage of police action, but in the subsequent activity.
    
• Provide Information about user experience which can be actioned to improve service delivery.
    
• Standardise the ways in which user feedback is gathered and reported. 

User satisfaction surveys are structured around a mandatory framework of core and diagnostic questions. The results seek to identify strengths and weaknesses in service delivery using responses across 5 identified stages of user interaction with:

• Initial Contact 
• Actions  
• Follow up 
• Treatment 
• Whole Experience  

The surveys are conducted over the telephone by a Market Research company. We obtain and assess feedback, in accordance with national guidance, from service users between 6 and 12 weeks after their initial contact from eligible respondents aged 16 and upwards.
 
Measures of satisfaction are reported to the Homes Office quarterly and monitored locally on the percentage of respondents completely, very and fairly satisfied.
 
The first quarter results for the period 1 April to 30 June 2008 are being introduced via the Derbyshire Police website for feedback to the public on our performance. The results are compared to the previous quarter namely 1 January to 31 March 2008.

User Satisfaction Results

User Satisfaction - End of Year Results

The following table shows the 2007/08 results for overall satisfaction for the Force and the difference from the average of our Most Similar Grouping (MSG). Any cell that is highlighted shows a statistically significant difference from the MSG average.

The table above shows that in 4 out of the 7 indicators, the level of satisfaction expressed from service users in Derbyshire is significantly lower than the MSG average. Derbyshire is however significantly above the MSG average in respect of Keeping People Informed.

User Satisfaction - Latest Quarter

The following table shows the satisfaction level recorded for the first quarter of 2008/09. The shading shows the direction of change compared to the previous quarter using the following key:

The Force as a whole has improved on the majority of the satisfaction areas in relation to the previous quarter. 16 out of the 25 areas saw improvements with Vehicle Crime and Racist Incidents seeing improvements in all areas of satisfaction. Satisfaction levels relating to the Whole Experience and Treatment were generally lower than the previous quarter. Satisfaction levels for Ease of Contact and Treatment are especially high when compared to the other indicators.

Derbyshire's MSG consists of: Durham, Humberside, North Wales, Cumbria, Stafford, Norfolk & Suffolk

[Back to top of page]

Site map | Legal notices | Accessibility | Top of page