Citizen Satisfaction Survey Program

About the Program

Category: Criminal Justice and Public Safety (Best in Category)

Year: 2011

The Suffolk County Police Department has implemented an innovative, dynamic, and comprehensive citizen satisfaction survey program designed to reach a representative sample of every segment of the community in which the police department either provides service, or where there is an expectation that said service be provided. This program takes an aggressive, proactive approach to ensuring that this goal is met. Each month, surveys are mailed to a random, yet representative sample of persons with whom members of the police department have contact, and telephone calls are placed a a separate sample of individuals; flyers are also distributed asking that individuals complete an internet-based survey and ‘self-submit’ forms are available for public completion at all public police facilities as well as municipal buildings. Once completed, surveys are received by the department and receive close scrutiny and analysis by a number of divisions within the department, from the commissioner’s office through the chain of command. Statistical analysis is performed by the department’s management analysis section to identify relevant patterns and trends, and the training division evaluates the instruments to identify training needs. These comprehensive measures ensure the police department is meeting the public’s expectations for high standards of exemplary service and professionalism.