West Yorkshire Police Force wanted to gather feedback on police services and achieve a better understanding of what people who have come into contact with the police believe constitutes good customer service.
Enventure conducted quantitative and qualitative research involving both the general public and police officers across West Yorkshire and ensured that hard-to-reach groups such as respondents of South Asian origin and people who work irregular hours were included:
- a postal survey (sample of 1,047 residents)
- four focus groups with the public and two with police officers
- 14 in-depth interviews.
“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
Results & benefits to the client
A full analysis of responses relating to the public’s dealings with its officers, both at the roadside and in later appearances at police stations 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. Feedback was also provided on what police officers considered to be the positive and negative aspects of their role, their perceptions of the public and how they approached people, and their own views on customer service and suggested improvements. The research findings have been used to influence police officer behaviour to improve service delivery when dealing with the general public.