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 usually covered 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.
At present, Cheshire Constabulary only survey a sample of persons who have been the victim of Domestic Abuse or Stalking. Unlike the other surveys mentioned above, the surveying of Domestic Abuse or Stalking victims is mandated by the Home Office.
Do we conduct 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 a withheld number.
How are people selected to take part?
Probability sampling techniques are used to select the sample, 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 monthly in a safe and secure manner and in accordance with Data Protection guidelines. Survey results are received back from Leicestershire in the same way.
Are there any exclusions?
Cheshire Constabulary applies the following exclusions either before or after the sample is selected:
- Victims below the age of 16,
- Victims without a safe telephone number,
- Victims whose crime has been cancelled or transferred to another Force,
- 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 already contacted several times in 12 months.
What information is passed to Leicestershire?
Sample data provided to Leicestershire contains the following information:
- Crime Reference number
- Full Name of victim
- Telephone Number of victim
- Home Address of victim (only to enable additional verification)
- Gender of victim
- Basic overview of the crime
- Crime Reported Date
- Local Authority
- Crime Outcome (where known)
- Crime Type
** For more information please refer to the Force Privacy Notice.
How often are we conducting our surveys?
We try to conduct surveys within 6-12 weeks of a crime or incident being reported. This is to give time for follow-up action by the force, but also ensure that the crime / incident and subsequent service received is relatively fresh in the respondent’s mind.
Do people have to take part?
No – all respondents are asked at the beginning of the call if they wish to complete the survey or not. If respondents choose not to participate, they are simply thanked for their time and their number is removed from the sample database. People can also choose to terminate the interview at any point if they feel uncomfortable answering the questions posed.
Will details be passed on to a third party?
No – telephone numbers will only be used for this specific project. No numbers will ever be passed on to a third party for further calls.
Is the information given by respondents kept safe?
Yes – Leicestershire Constabulary are governed by the same laws and legislation as any other Constabulary e.g., Data Protection Legislation, the Official Secrets Act and confidentiality rules.
How long do Leicestershire keep my information for?
As per the terms outlined in our current contract with Leicestershire, both sample and response data is stored within secure, password protected files on police servers based within the United Kingdom. All data collected in relation to the survey process is deleted by Leicestershire Police within 3 months of receipt and collection.
Cheshire stores sample data for a period of 2 years on our secure police servers based within the United Kingdom. Any survey results shared with Cheshire are also stored on the same secure police servers for a period of 2 years.