New York City Police Department

Press Release | No. 2007-060

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FOR IMMEDIATE RELEASE
Friday, December 7, 2007



NYPD CONDUCTS CITIZEN SATISFACTION SURVEY

Survey conducted in five languages by current Police Academy class

In an effort to gauge citizen satisfaction with police service, the NYPD today announced that the department is conducting a survey of New York City residents that have reported a crime or contacted the police for assistance. The survey will measure for officer promptness, knowledge and professionalism.

Police Commissioner Raymond W. Kelly said, “It is important for us to reach out to the public and determine what we do well and where we can improve.”

The survey calls are being conducted at the Police Academy by the current class of police recruits.  The recruits were selected based on exam scores and foreign language skills and are being compensated on overtime for their effort. 

“Having the recruits conduct these surveys is an excellent training tool that gives them the opportunity to interact with the public before they even hit the streets as police officers,” Commissioner Kelly said.

The survey is confidential and consists of 11 questions.  The randomized survey sample size of 4,000 was drawn from a universe of 180,879 police calls received from July through September.  The demographics of respondents represent the universe of police calls. The survey is being conducted in English, Spanish, Russian, Chinese, and Creole.

Complainants surveyed received the police services roughly split between “radio runs” and “walk-ins” to precincts.

This population of complaints was vetted to remove instances where victims were younger than 18 years of age, victims of sex crimes, and any other instance where a phone survey may be inappropriate.

The current Academy class includes 947 recruits and is scheduled for graduation on December 27, 2007. 

Below are the results of the first round of calls conducted in mid November:

  • 90% of respondents stated that officers treated them somewhat or very professionallyduring their interaction.
  • 94% of respondents stated the officers treated them somewhat or very respectfully.
  • 80% of respondents stated police somewhat or very clearly explained where they could get help for any problems they had experienced as a result of their incident.
  • 87% stated the responding officers were somewhat or very knowledgeable in dealing with the problem the complainant was experiencing.
  • 82% answered that the officers were somewhat or very interested in the respondent’s problem.
  • 72% felt officers responded somewhat or very promptly to their incident.
  • 82% reported they were somewhat or very satisfied with how the officers handled their incident.
  • 45% were more satisfied with the NYPD after their interaction with officers.  42% had no change in their opinion. 12% reported being less satisfied.
  • 87% the Police Department was doing a good or very good job fighting crime.
  • 85% reported the Police Department was doing a good or very good job fighting terrorism.
  • 82% of those surveyed felt the Police Department is doing a good or very good job of dealing with citizens in a fair and courteous manner. 

Respondents Demographics:

  • Respondents were equally split male and female.
  • The average age of respondents was 40 years old.  All age brackets were represented. Complainant/victims younger than 18 were not included.
  • Respondents from all five boroughs participated in  proportion to the sample frame
  • Police services received by those surveyed were initiated equally between “radio runs” and “walk-ins” to precincts.
  • Of the surveys completed, 27.8% of respondents identified themselves as white, 30.8% black, 26.1% Hispanic, and 15.4% Asian/other.

SURVEY METHODOLOGY:

  • This population of complaints was vetted to remove instances where phone information was missing, duplicate complaint numbers existed, victims were younger than 18 years of age, victims of sex crimes, and victims of domestic violence.  Also, certain pre-determined crimes were eliminated (e.g. Victim was PSNY, suicide, homicide, investigation of certain crimes).
  • The police involved fatal shooting of Khiel Coppin occurred during the third day of the survey. Further analysis is needed to determine what effect, if any, this incident had on the survey results.
  • Additional analysis is continuing to create cross-tabulations, borough specific observations, and crime specific observations.


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