Measuring community satisfaction with first-responder responses
The CU Boulder Police Department launched a text survey tool last fall, allowing community members who speak with a 911 dispatcher and receive service from a police officer, residential service officer or community safety official to answer a survey asking about their experience, from the convenience of their phones.
One year on, the department is sharing results with the campus community.
By the numbers
- 1,543 surveys sent
- 30.2% response rate
- 93.6% positive satisfaction score
- 82% highest rating (5)
- 2% lower rating (1–2)
“The opportunity to provide feedback while response is still fresh in the minds of those who’ve received help has been invaluable,” said Interim Chief John Monahan. Previously, satisfaction surveys were sent by mail. “The new tool garners more responses and enables CUPD to more quickly gauge community satisfaction,” he added.
The text survey tool also allows CUPD to improve the feedback loop, which can positively impact communication among first responders, improving response and community engagement. Feedback is also provided to first responders themselves.
Four short survey questions ask about the call-taking process and the service delivery. Survey respondents can provide numerical responses (with 5 being the highest rating) via text message and can add a short comment.
A sampling of comments shows appreciation for call-taking as well as response:
- “She gave me very clear instructions on how to help the person injured, that was appreciated. She was also able to help locate where we were, that was also helpful.”
- “The police officer showed up very quickly and proceeded to handle the situation immediately.”
- “They were quick to respond and assess the situation. They took control and resolved the situation with compassion.”
The feedback is also provided to first responders themselves. The satisfaction survey is sent for lower-level crimes including non-violent crime, property crime, traffic accidents or other service-related calls. Officers, RSOs and CSOs who respond on-scene let community members know to expect a survey via text, and explain that feedback is important and appreciated.
CUPD was the first police agency in Boulder county to launch this type of satisfaction survey. “We are always looking for new ways to engage with our community, and this has proved to be extremely effective,” said Deputy Chief Mark Heyart, who was involved in the implementation of the tool.