Customer Satisfaction Surveys

I was recently made aware that Surrey & Sussex Police use independent market research companies to carry out customer satisfaction surveys on individuals who have dialled 999. As an example, Surrey Police use a company called BMG in Birmingham. If you use companies in this manner in order to carry out surveys on members of the public, please find my questions below. If you do not, please accept my apologies for wasting your time. Please note I would like my response sent to me by e-mail.

1. How many organisations does your police force currently use for conducting customer satisfaction surveys?
2. When your police force passes on personal information to third party organisations for the purpose of conducting satisfaction surveys, is it only individuals who have dialled 999 that are eligible for customer satisfaction surveys or do other individuals who have contacted your police force in another manner also risk having their personal details passed to third party organisations?
3. How long has your police force used the services of third party market research/survey companies to carry out customer satisfaction surveys?
4. Do the organisation/s that your police force use for customer satisfaction surveys charge your police force, and if so, how much? Please also quote the charging methods, i.e.; per hour or per day?
5. If applicable, approximately how much did your police force spend in 2010 on using third party organizations to carry out customer satisfaction surveys on behalf of your police force?
6. How does your police force make the public aware that when they have dialled 999 and asked for police assistance, they risk having their personal data passed on to third party organizations in order to carry out customer satisfaction surveys on behalf of your police force?
7. When a member of the public’s personal details are passed to these organizations by your police force, how are they delivered to the third party organization/s that are required to carry out the customer satisfaction surveys? Are they delivered electronically or through the post/courier service?
8. How are the organisation/s that are selected by your police force to conduct customer satisfaction surveys vetted?
9. What process takes place when an organisation/s is selected by your police force to conduct customer satisfaction surveys and is your police force tied into a set term contract with the third party organization?
10. Approximately, how many members of the public have had their details passed to third party organisations for the purpose of customer satisfaction surveys in the last month by your police force?
11. With reference to information that is passed on to third party organizations by your police force for the purpose of conducting customer satisfaction surveys, do any of the organisations used by your police force use contact offices outside of the UK in order to contact the individual who has had their details passed on to the third party organisation by your police force, i.e. do members of the public have their details passed to a country outside of the UK?

In accordance with section 1(1) (b) of the Act our response is provided below;

1. This information is reasonably accessible to you by other means and is therefore exempt information in accordance with section 21 or the Act. Please see BDLP FOI (enter customer satisfaction survey in the keyword box and select Cheshire Constabulary from the organisation drop down box). 
2. We contact a sample of victims (not all) from the following crime/incident groups as per statutory Home Office guidance; Household Burglary, Vehicle Crime, Violent Crime, Road Traffic Collision, Racist Incident & Anti-Social Behaviour (ASB). These victims may have contacted Cheshire Police via a variety of methods i.e. not just by a 999 call)
3. See answer to Q1 (www.blpd.gov.uk/foi) The previous contract period was 02/01/2008 to 31/03/2009.
4. See Q1 for anticipated contract value.  
5. In relation to the unit costs, I am not obliged to provide this information as it is exempt information.  Section 17 of the Freedom of Information Act 2000 requires the Cheshire Constabulary, when refusing to provide such information (because the information is exempt) to provide you with a notice which a) states that fact, b) specifies the exemption in question and c) states (if that would not otherwise be apparent) why the exemption applies.  The information is exempt in accordance with Section 43 Commercial Interests.  This relates to information where disclosure would, or would be likely to, prejudice the commercial interest of both the Authority and our contractor. The following public interest factors have been taken into account:  There are the general arguments in favour of promoting transparency, accountability and participation. Disclosure might enhance the quality of discussions and decision making generally.   Clearly there is a public interest in the scrutiny of how public money is spent. Transparency of decisions on how public funds are spent will generate confidence in the integrity of the procedures involved. There is public interest in ensuring that companies are able to compete fairly. There is also a public interest in ensuring that there is competition for public sector contracts. These issue have to be taken into account. If commercial information is readily released it would reduce the number of companies willing to do business with public authorities. This would lead to reduced competition and increased costs to be met by the taxpayer. This clearly would not be in the public interest. Taken together with our duty of confidentiality, something that any company seeking to do business with this Authority would rightfully expect of us. Therefore in all the circumstances of the case the public interest in maintaining the exemption outweighs the public interest in disclosure.
6. £28,893.27 (inclusive of VAT)
7. Footnote on a standard crime letter - Cheshire Police are committed to providing a quality service to it's customers. You can help us to achieve this by sending your views and comments on the service you have received to the Customer Service Desk (by phone, e-mail or letter) or by completing a short telephone survey if you are contacted by an external market research company working on our behalf.
8. I am not obliged to provide this information as it is exempt information. 
9. Section 17 of the Freedom of Information Act 2000 requires the Cheshire Constabulary, when refusing to provide such information (because the information is exempt) to provide you with a notice which a) states that fact, b) specifies the exemption in question and c) states (if that would not otherwise be apparent) why the exemption applies.  The information is exempt in accordance with Section 31 (a) Law Enforcement. The prevention and detection of crime. The Cheshire Constabulary takes robust action to protect the information it holds against unauthorised or accidental disclosure. To disclose its methods to the public at large would defeat those steps taken. Disclosure would expose us to the risk of theft and or tampering or attempting to tamper with this data. This would undoubtedly lead to the high possibility of this sensitive information falling into the wrong hands and exposing victims of crime to further criminal activity.
   Public interest considerations are as follows:
   There are the general factors in favour of disclosure including the general public interest in the promotion of transparency, accountability and public understating of the precautions taken to protect the personal data of the victims of crime.  Opposing factors are the publics expectation that the Constabulary will take robust steps to protect the personal data of victims of crime. The public interest would not be served by publishing sensitive security methods and exposing those same victims to further criminal activity. In all the circumstances of the case the public interest in maintaining the exemption outweighs the public interest in disclosure.
10. Staff undergo non-police personnel level 2 vetting. 
11. This information already partially reasonably accessible to you by other means and is therefore exempt information in accordance with section 21 of the Act– refer to the 'How to Do Business With Us' section of the website Police Procurement Northwest
    The Authority will set out the contract term in the opportunity advertisement and tender documents.
12. 378 persons.
13. No.