‘Victim First’ User Satisfaction Survey
South Wales Police conducts a telephone survey with victims of crime called the ‘Victim First User Satisfaction Survey’.
Trained telephone interviewers call a sample of people who have reported a crime in the last 6-12 weeks and gather their views on the service provided to them by the Force. The interviewers complete approximately 4,500 surveys per year in the South Wales Police area.
Putting the victim first
Your views are important to us. If you are contacted it is because you have been selected from our database. Interviewers will introduce themselves and explain why they are calling you. They will go on to ask a series of standardised questions about your incident including how easy it was to contact us, the actions we took, the follow-up contact you’ve received, your treatment and your view on the whole experience. You will also be given the chance to provide additional comments about the service you received.
If you would like to check that a call is genuine, please contact the non-emergency number 101. If you would like more information about the survey, please contact Chris Phillips, Unit supervisor on 01656 761814, Monday-Friday between the hours of 12pm and 8pm
What happens to the findings?
All police forces in England & Wales are required by the Home Office to conduct user satisfaction surveys with victims of crime. The findings are utilised locally by the Force to improve the service we provide to victims and nationally to measure performance against other forces.
Information from the surveys is fed back to supervisors on a weekly basis, including any additional comments provided and results are communicated to the Chief Officer team and Commanders.
The Force also utilises the results to develop its policies, strategies and annual plan with a key strand being ‘Making Every Contact Count’.