The Force has achieved a very high customer satisfaction level in the Customer Satisfaction Survey (CSS) 2015. Eight out of 10 respondents were satisfied with their overall experience of coming into contact with police services, and the mean score rose from 3.98 to 4.01 out of a maximum of 5.

Overall, customers continued to express a high level of satisfaction with police services following their interaction with the police through five specified channels. In particular, 30.5 per cent of respondents rated "very satisfied", which increased by 5.4 percentage points compared with 2011.

As regards the perception of safety during daytime in the Public Opinion Survey (POS), a very high satisfaction rate of 90 per cent was recorded, whilst for safety at night, the Force also achieved a high score of 75 per cent. Overall, 62 per cent of respondents continued to show confidence in the Force.

The CSS and POS are both important tools to gauge customer and public satisfaction with the levels of police services. Both surveys continue to be conducted by an independent external agency, namely the Public Opinion Programme of the University of Hong Kong, to ensure impartiality and independence.

The CSS and POS were conducted between April and May this year. A total of 1 153 telephone interviews were conducted with members of the public who had contacts with the police between January and March this year. In the POS, a total of 1 022 telephone interviews were conducted with the general public in May this year.

To enhance service quality, the Force strives to understand the needs and expectations of customers, both internal and external. The positive percentages in both survey results, including consistently high scores over a number of years, show that the efforts made by the police to improve customer services have been well received by the general public.

Along with the motto of "We Serve with Pride and Care", the Force is committed to enhancing communication and partnership with all sectors of the community and promoting public understanding of police services for the objectives of seeking more public recognition and support.

(The chart of customer satisfaction level with police services is published on the Chinese section.)