Victim satisfaction text message survey

Meeting: 
MQT on 2016-03-16
Session date: 
March 16, 2016
Reference: 
2016/1038
Question By: 
Kemi Badenoch
Organisation: 
GLA Conservatives
Asked Of: 
The Mayor
Category: 

Question

The Police Service of Northern Ireland is introducing a new text message-based victim satisfaction survey to replace the current telephone process. What assessment have you, MOPAC and the Metropolitan Police Service made of this scheme?

Answer

Answer for Victim satisfaction text message survey

Answer for Victim satisfaction text message survey

Answered By: 
The Mayor

MOPAC administer the User Satisfaction Survey (USS) for the Metropolitan Police. The Home Office mandate that this must be conducted as an over the telephone survey.  An assessment of the PSNI text message survey has not yet been made and we will look with interest at its evaluation.

This is something that the MPS has trialled at a more local level. A text message survey was previously run which canvassed callers to the 999/101 service. The MPS is currently piloting an online survey, "Rate Your PC" in Waltham Forest. This allows members of public, including victims of crime, the opportunity to provide feedback on quality of service. The pilot is being evaluated by the College of Policing and we await the findings.