NCJ Number
139520
Journal
Law and Order Volume: 40 Issue: 10 Dated: (October 1992) Pages: 57-60
Date Published
1992
Length
4 pages
Annotation
Since 1980, the police department of Orange County (Calif.) has conducted a successful program in which recent crime victims, witnesses, jail visitors, clients of public counters, and others are surveyed regarding their satisfaction with police services.
Abstract
Individuals receive a first-class letter containing a personalized message regarding the date and time of contact. An anonymous questionnaire and a postage-paid return envelope accompany the letter. The first questionnaire developed concerns patrol officers. It contains seven questions, starting with two that can be answered yes or no. The next five questions gather multiple-choice responses ranging from very good to very poor performance. In 1991, the patrol division received a 39.5 percent rate of return to its 8,053 questionnaires. Responses to other questionnaires range from 6 percent to 56 percent. The program provides continuous feedback to police officers, with the average patrol deputy receiving 19 completed questionnaires. This feedback and the generally favorable ratings have alleviated initial concerns about the program. However, the survey is not intended to be a scientific or scholarly model. It also involves costs and the possibility of negative perceptions by the public or agency personnel. However, obtaining community feedback can benefit both the community and the police agency. Photograph