The Communications Centre Service (CCS), also known as “Comms” within the New Zealand Police, receive all 111 calls and other calls which are routed to the police. Comms logs jobs and events, entering details as provided by the caller, to assist the officers who are despatched to the scene.
New Zealand Police has contracted ACNielsen to conduct a customer satisfaction survey of recent callers to the three Communication Centres (Auckland, Wellington and Christchurch) administered by the CCS. Results from the survey will be used to determine satisfaction with the service performance of the CCS and to inform service improvements.
The broad objectives of this research are two-fold: to ascertain the level of satisfaction from the public of the service provided by the Communication Centres, for internal analysis and identification of improvements; and to fulfil a parliamentary performance measurement, whereby the level of satisfaction of external callers is recorded in the NZ Police annual Statement of Intent.