About the survey

The Citizens' Satisfaction Survey has two sections:
 
  • 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.
  • 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.
The sample was made up of a targeted sample of people who have called the Communications Centres and a random sample of the general population.
 
The final combined sample was n=8471. National results have a margin of error of +/-2%. Around 37% of the final sample had had some form of contact with Police during the previous six months.
 
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 2008 to 30 June 2009.
 
The survey uses questions from the Common Measurements Tool (CMT) that are used for the State Services Commission's (SSC) Kiwis Count survey. Police uses the CMT under licence from SSC and is the lead agency in its use.
 
Currently, the results can be compared with the Kiwis Count results. Police results continue to show a higher level of satisfaction than the average for all public services in the baseline Kiwis Count results.
 
Eventually, they will be able to be compared with other state sector organisations in New Zealand and overseas that use the CMT.
 
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.

More about Kiwis Count, Common Measurement Tool and drivers of satisfaction.