Force scores high ratings in surveys
The Force has achieved a very high customer satisfaction level of 81 per cent from members of the public coming into contact with police services. At the same time, the vast majority of the public (75 per cent) continue to have confidence in the Force, with an overwhelming belief that Hong Kong is a very safe place both during the day and at night time.
The above very positive feedback from the community is revealed by the results of the Customer Satisfaction Survey (CSS) and the Public Opinion Survey (POS) 2011, which are important tools to gauge public satisfaction with the services provided by the Force, to identify public concerns and to assess public perception of police officers' attributes and the Force's image.
Assistant Commissioner (Service Quality) Peter Morgan stated: "Both surveys continue to be conducted by an independent external agency, the Hong Kong University Public Opinion Programme, to ensure impartiality and independence and the credibility of subsequent results and analysis, and to facilitate external audit. The last CSS and POS were conducted between November and December 2011, both being the fifth consecutive survey since 1999."
Mr Morgan added: "For CSS, a total of 1 006 telephone interviews were successfully conducted with members of the public who had contacts with the police between August and October 2011. With regard to POS, a total of 1 015 telephone interviews were successfully conducted with the general public."
Overall, customers continued to express high levels of satisfaction with police services, following their interaction with police through various channels. Perception of safety during daytime received a very high score of 95 per cent, whilst for safety at night, the Force also scored well at 76 per cent. As pointed out by Mr Morgan, both ratings are the highest since 1999.
The high percentages in both survey results, including consistently high scores over a number of years, show that the efforts made by the Force to improve customer services have been well received by the general public.
"The Force will continue to monitor the public's general impression of the police service levels in the Public Opinion Survey and Customer Satisfaction Survey. Where appropriate, action plans will be developed to address findings from these surveys," Mr Morgan noted.
Force members have been greatly encouraged by the survey results, which showed the community's positive feedback on their efforts to deliver quality services, enhance service quality and move with times to meet rising public expectations.
The Force has committed itself to continuously improving service levels in all sectors in Hong Kong.
(The chart on satisfaction with police performance is published on page 2 of the Chinese section)
