Customer satisfaction surveys

Frequently asked questions

Why conduct victim surveys?

The majority of forces within England and Wales will conduct victim satisfaction surveys with specific victim groups as the result of a previously mandated Home Office requirement.

The offence types covered by the surveys are:

• Domestic burglary - burglary in a dwelling, including aggravated and attempted burglary
• Violent crime - wounding, assault and personal robbery
• Vehicle crime - theft of and from a motor vehicle, including aggravated and attempted vehicle taking
• Hate crime - crimes which are motivated by a person’s race, religion, sexual orientation, transgender identity or disability
• Anti-social behaviour

In addition to the above, Cheshire Constabulary are also required to survey a sample of persons who have been the victim of Domestic Abuse.  Unlike the surveys we have already mentioned, this is a mandated requirement set by the Home Office.

Are we conducting these surveys in-house?

No – the force uses Leicestershire Constabulary to conduct our victim satisfaction surveys. The force has worked with Leicestershire for several years. 

What methodology are we using to conduct surveys?

Surveys are conducted via a telephone interview. This methodology yields better response rates than other techniques (e.g. 45 to 55% telephone, 20 to 25% paper). Use of a telephone survey also allows the force to gather data from those individuals who would be unlikely to return a paper survey, which ultimately means that the information gained, is more reliable and valid.

What telephone number will be displayed if Leicestershire Police call me?

The telephone number will show as being withheld.

How are people selected to take part?

Probability sampling techniques are used to select the sample, in order to ensure that each member of the sampling population (i.e. victims of the crime types specified earlier) has an equal chance of being selected. Care is also taken to ensure that the ‘profile’ of respondents reflects the profile of the victim group in age, gender and ethnicity.

Sample details are sent to Leicestershire Constabulary on a monthly basis in a safe and secure manner and in accordance with Data Protection guidelines.

Are there any exclusions?

Cheshire Constabulary applies the following exclusions either before or after the sample is selected:

• Victims below the age of 16
• Where the offender was another family member e.g. sibling/parent/child of the victim
• Where the offender was a partner or former partner of the victim
• Victims who are members of the police service or police authority
• Victims for whom the survey would cause undue distress or who were involved in a very serious injury
• Victims who are considered vulnerable, e.g. victims with mental health problems or who are elderly
• Victims who have requested no further police action
• Victims who will not co-operate with the police investigation
• Victims already contacted several times in 12 months
• When the incident is part of an on-going neighbour dispute.

What information is passed to Leicestershire?

Sample data provided to Leicestershire contains the following information:

• Crime/Incident Reference number
• Full Name of victim
• Telephone Number of victim
• Home Address of victim (for Domestic Abuse victims only to enable additional verification)
• Crime Type
• Crime/Incident Reported Date
• Basic overview of the crime / incident
• Local Authority
• Crime Outcome (where known)

For more information please refer to the Force Privacy Notice.