Customer Satisfaction Survey – West Yorkshire Police

west york police


The Challenge
• West Yorkshire Police wished to gather feedback on police services to achieve a better understanding of what constitutes good customer service amongst those who had been in contact with the police


The Approach
• Enventure Research conducted quantitative and qualitative research with members of the public and police officers across West Yorkshire, including participation from hard-to-reach groups such as South Asian respondents and staff who worked irregular hours
• Research with West Yorkshire residents included a postal survey with a sample of 1,047 residents, four focus groups and 14 in-depth interviews
• Two focus groups were also held with police officers from various areas of the force to gain their perspective


The Outcome
• West Yorkshire Police were provided with a detailed analysis of the responses and feedback, covering issues such as courtesy, understanding and professionalism, access and waiting times, overall satisfaction and confidence levels in the police, public perceptions of good customer service and suggestions for improvement in addition to feedback from staff experiences
• The findings were used to influence police officer behaviour, aiming to improve service delivery when dealing with the general public


“The findings, which were well presented in a final report, were positively received within our organisation and gave a fascinating insight into police officer interaction with the public. This was the first time we had worked with Enventure but we found them to be a very professional, efficient and experienced organisation who delivered an excellent piece of research to the agreed specification and timescales.”

Sue Crawford, Information Manager, West Yorkshire Police


To find out more about this, and other similar projects, please contact us – we would be happy to help!

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