Monday, June 24, 2024

QPS community survey findings delivered

The Queensland Police Service (QPS) has released the findings of a survey aimed at improving the delivery of policing services across the state.

The Community Experience Survey (CX) Survey is an internally-generated improvement project designed to seek the views and experiences of individuals who contacted the QPS to understand both the drivers of satisfaction and the impacts of any changes in how we deliver services.

More than 18,000 community members took part in the anonymous survey.  

The CX Survey measured community satisfaction, experience, expectation, confidence, and trust in police.

It was conducted in two phases, a baseline phase in August 2021 and a second phase that followed service delivery changes in 2022. The resurvey phase was completed in March 2023.

Following the results of the second phase, presentation of the full statewide results is now available online.

Individuals and businesses provided feedback from calls for service received via various means  including Triple Zero, Policelink and front counters.

Key themes have been added to the QPS website as part of a commitment to transparency on emerging areas for improvement.

One of the clear findings of the survey was the desire for victims to be kept informed on the progress of police investigations – leading to the QPS launching the ‘Close the Loop’ initiative, the QPS said in a statement.

“The initiative aims to develop satisfaction by the improvement of educational training products to be delivered to QPS members,” it said.

“This also includes service wide communication to improve officers’ knowledge of policy, procedures, and obligations of keeping our community up to date, and further considerations regarding future technical solutions.”

Community Engagement and Internal Support Acting Superintendent Rob Fleischer said the survey results provide an important perspective to ensure the QPS makes community-informed decisions about strengthening service delivery.

“The findings of this survey are highly important as it allows us to improve how we respond to the community’s needs,” Acting Superintendent Rob Fleischer said.

“The feedback we received will directly inform training requirements and improvements to our processes and systems.”

The survey was independently managed by Enhance Research.

The full results can be viewed here.

Latest Articles