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Public happy with Police work
 Positive performance: DMS Gordon Fung highlights the encouraging survey results |
More than three-quarters of the Force's customers are happy with our quality of service.
These are the findings of the Customer Satisfaction Survey conducted independently in October, as part of the Force's four-year Survey Strategy introduced in 1999.
Hong Kong University interviewed 837 members of the public, representing 1,029 contacts with the Force through its five main channels - report rooms, the 999 console, crime offices, incident scenes and police stations.
It found 76.4 per cent of respondents were satisfied with the police services they received, with 88 and 85 per cent of them respectively, holding in high regard their experience with officers at the scene and through the 999 hotline. However, they were less satisfied with the clarity and adequacy of signage leading to a crime office (51.2 per cent) and with police efforts to keep them informed of case progress (32.8 per cent).
"Force Management is indeed very pleased that we are making good headway in providing quality services to the public, our customers"
Director of Management Services Gordon Fung Siu-yuen said: "The Commissioner attaches great importance to the findings of the survey and takes this as a drive to further improve the existing high standards of service quality.
"We will study the results carefully and formulate plans to make continuous improvements."
Respondents, all over 18, were informants, crime victims, witnesses and others who had contacted police frontlines in the three months before the survey - June to August. Nearly 80 per cent said they were happy with waiting times in report rooms and in the processing of their cases. Some 82 per cent were also satisfied with the politeness of report room officers. More than 95 per cent said they were happy their first attempt to call 999 got through, and more than 80 per cent were satisfied with console operators' helpfulness, understanding and efficiency. Almost 95 per cent were also happy they got through on the first call when dialling police stations.
"Force Management is indeed very pleased that we are making good headway in providing quality services to the public, our customers," Mr Fung said. "I would like to call on Force members to look at the areas that need improvement to help maintain the good standards we already have, and to upgrade us further to meet ever-rising public expectations."
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