Citizens' Satisfaction Survey 2011
This survey is New Zealand Police's way of monitoring how the public perceives Police, and the quality of service people received when interacting with Police.
It is an important tool for identifying ways police can improve service to the public.
Results show many areas of improvement on the 2009 baseline and 2010 results.
About the survey
How the survey was carried out and how questions were structured.
Executive Summary [PDF, 505kb]
Download an eight page summary of the report and research findings.
Full report [PDF, 3.87mb]
Download the full 181 page report.
Links to previous years' reports
Contact the New Zealand Police "Service First" survey team
Contact the team via secure email form for a copy of the Citizens' Satisfaction Survey report in an alternative format.
About the survey
The Citizens' Satisfaction Survey has two sections:
- Public Perceptions: asks people who have and have not had contact with Police about their levels of trust and confidence in Police and their perceptions of safety and the role of Police in the community.
- Service Experience: asks people who have had contact with Police over the last six months about their levels of satisfaction with aspects of the service they received.
The survey was carried out by independent research company Gravitas Research & Strategy Ltd. This year's survey was conducted throughout the year from 1 July 2010 to 30 June 2011.
The sample was made up of a targeted sample of people who have called the Communications Centres, a random sample of the general population and a Maori booster sample. A total of 9973 people were interviewed. Around 38% of people had had some form of contact with Police during the previous six months.
National results have a margin of error of +/-2%.
Comparability of survey results
Currently, the results can be compared with the Kiwis Count results and with other state sector organisations in New Zealand and overseas that use the Common Measurements Tool (CMT).
Key measures of satisfaction
The CMT uses six key measures which are known to have greatest impact on satisfaction with public services. These measures are:
- The service experience met my expectations
- Staff were competent
- I was treated fairly
- Staff did what they said they would do
- My individual circumstances were taken into account
- It's an example of good value for tax dollars spent.
Read more about Kiwis Count, Common Measurements Tool and drivers of satisfaction on the State Services Commission website.
