Department of Police and Public Safety Customer Satisfaction

University of California, Merced Division of Administration

Department of Police and Public Safety

Customer Satisfaction Survey Report

Spring 2011

Submitted to: Division of Administration

UC Merced

Conducted by the Assessment Resource Center

University of Missouri 2800 Maguire Blvd.

Columbia, Missouri 65211 (573) 882-4694

Police and Public Safety: Customer Satisfaction Survey 2011

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Police and Public Safety: Customer Satisfaction Survey Report POLICE AND PUBLIC SAFETY: CUSTOMER SATISFACTION SURVEY .......................................................................................................................... 1

OVERVIEW ........................................................................................................................................................................................................................................................................1 16BTable 1: Survey Responses ...............................................................................................................................................................................................................................................2 Table 2: Police and Public Safety: Job Classification ........................................................................................................................................................................................................3

CUSTOMER RESPONSE BY POLICE AND PUBLIC SAFETY UNITS ...............................................................................................................................................................................4 Table 3: Police and Public Safety: Frequency of Interaction by Unit ..................................................................................................................................................................................4 Table 4: Police and Public Safety: Customer Response by Unit .........................................................................................................................................................................................5

POLICE AND PUBLIC SAFETY: CUSTOMER SATISFACTION ........................................................................................................................................... 6

CUSTOMER RATINGS FOR POLICE AND PUBLIC SAFETY ...........................................................................................................................................................................................6 19BTable 5: Police and Public Safety: Combined Customer Satisfaction Ratings .....................................................................................................................................................................6 Table 6: Police and Public Safety: Combined Customer Satisfaction Mean Scores .............................................................................................................................................................7

POLICE AND PUBLIC SAFETY: CUSTOMER SATISFACTION ........................................................................................................................................... 8

DEPARTMENT OF PUBLIC SAFETY ................................................................................................................................................................................................................................8 Table 7: Department of Public Safety: Job Classification ..................................................................................................................................................................................................8 49BTable 8: Department of Public Safety: Customer Satisfaction Ratings ...............................................................................................................................................................................9 50BTable 9: Department of Public Safety: Customer Satisfaction Mean Scores .................................................................................................................................................................... 10

LOST AND FOUND ........................................................................................................................................................................................................................................................ 11 Table 10: Lost and Found: Job Classification .............................................................................................................................................................................................................. 11 53BTable 11: Lost and Found: Customer Satisfaction Ratings ........................................................................................................................................................................................... 12 54BTable 12: Lost and Found: Customer Satisfaction Mean Scores .................................................................................................................................................................................... 13

DISPATCH ...................................................................................................................................................................................................................................................................... 14 Table 13: Dispatch: Job Classification .......................................................................................................................................................................................................................... 14 57BTable 14: Dispatch: Customer Satisfaction Ratings ...................................................................................................................................................................................................... 15 58BTable 15: Dispatch: Customer Satisfaction Mean Scores ............................................................................................................................................................................................... 16

CAMPUS POLICE OFFICERS ......................................................................................................................................................................................................................................... 17 Table 16: Campus Police Officers: Job Classification .................................................................................................................................................................................................... 17 49BTable 17: Campus Police Officers: Customer Satisfaction Ratings ................................................................................................................................................................................. 18 50BTable 18: Campus Police Officers: Customer Satisfaction Mean Scores .......................................................................................................................................................................... 19

POLICE AND PUBLIC SAFETY WEBSITE ..................................................................................................................................................................................................................... 20 Table 19: Police and Public Safety Website: Job Classification ...................................................................................................................................................................................... 20 49BTable 20: Police and Public Safety Website: Customer Satisfaction Ratings ................................................................................................................................................................... 21 50BTable 21: Police and Public Safety Website: Customer Satisfaction Mean Scores ........................................................................................................................................................... 22


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Police and Public Safety: Customer Satisfaction Survey

Overview The Division of Administration at the University of California, Merced wanted to know how it could improve services provided to its customers. In winter 2010, the Director of Administration worked with the Assessment Resource Center (ARC) to develop a web-based questionnaire to assess the quality of customer service and support within two administrative departments, Human Resources (HR) and Business and Finance Services (BFS). The questionnaire was adapted with permission from one originally developed by ARC with the Division of Finance and Administration at the University of Missouri. The resulting questionnaire had four common selected-response questions, additional unit-specific questions, and one open-response question asking for additional comments. The 2010 Customer Satisfaction Survey has been revised for the current 2011 administration to assess the quality of services provided by three different administrative departments: Physical Planning, Design and Construction (PPD&C); Environmental Health and Safety (EH&S); and Police and Public Safety (P&PS). Twelve units compose these three departments. The four units within the Department of Physical Planning, Design & Construction are Construction and Inspection Services; Project Management Services; Administrative Operations; and Physical and Environmental Planning Services. The three units within the Department of Environmental Health and Safety are the Laboratory Safety Program, the Ergonomics Program, and the Fire Safety Program. The five units within the Department of Police and Public Safety are the Department of Public Safety, Lost and Found, Dispatch, Campus Police Officers, and the Police and Public Safety Website. Customers were asked to answer questions only for the units they had worked with over the preceding year. In order to determine this, the first survey question asked customers the frequency of their interactions with each specific unit. If they selected “daily,” “weekly,” “monthly,” “quarterly,” or “twice a year,” then they were directed to the set of questions evaluating that unit, referred to as “satisfaction” questions. If they chose “little or no interaction,” then the survey skipped the satisfaction questions for that unit. University of California, Merced provided ARC with a list of 1,026 customers of units within PPD&C, EH&S, and P&PS. In April 2011, an email cover letter, which included a web link to the Customer Satisfaction Survey, was sent to 1,026 customers, followed by a reminder email to non-respondents thirteen days later. There were 167 customers who reported having contact with Police and Public Safety at least “twice a year” (Table 1). This report recounts the responses of those customers reporting at least “twice a year” interaction with one or more units in P&PS.


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16BTable 1: Survey Responses All Surveys Final Counts

Customers receiving survey request 1,793

Customers taking link to survey 701

Customers who followed link to survey but answered no questions 93

Customers answering at least one survey question 608

Customers who selected little or no interaction with all units 62

Customers taking survey who selected having interaction with at least one unit 546

Customers answering at least one satisfaction question for any unit 503

Customers taking survey who selected having interaction with at least one P&PS unit 167

Customers answering at least one satisfaction question for any P&PS unit 160


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Respondents were asked to classify their jobs into one of eight employment categories. Table 2 provides the number and percentage of P&PS respondents who selected each category.

Table 2: Police and Public Safety: Job Classification

What type of job do you have? Number of

Respondents Percentage

Service or maintenance 9 5.8%

Skilled crafts 3 1.9%

Clerical or secretarial 17 11.0%

Technical or paraprofessional (includes MSOs) 12 7.8%

Professional (support/service) 40 26.0%

Executive, administrative, or managerial 52 33.8%

Primarily instruction or research (senate member) 11 7.1%

Primarily instruction or research (non-senate) 10 6.5%

Total 154 100.0%

Note:13 PP&S respondents did not answer this question.


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Customer Response by Police and Public Safety Units The web survey began with a frequency-of-interaction question with six choices ranging from daily interaction to little or no interaction. Respondents were asked to rate five units within Police and Public Safety with regard to the amount of interaction they had with each unit. Table 3 shows the percentage and number of respondents selecting each choice for the units in P&PS.

Table 3: Police and Public Safety: Frequency of Interaction by Unit

How frequently do you interact with… Daily Weekly Monthly QuarterlyTwice a

YearLittle or no Interaction Total

Department of Public Safety 159.0%

1710.2%

2414.4%

2313.8%

2112.6%

6740.1%

167100.0%

Lost and Found 84.8%

21.2%

95.4%

127.2%

2414.4%

11267.1%

167100.0%

Dispatch 127.2%

116.6%

2414.4%

84.8%

1911.4%

9355.7%

167100.0%

Campus Police Officers 169.6%

2012.0%

2615.6%

2716.2%

3923.4%

3923.4%

167100.0%

Police and Public Safety Website 74.2%

1.6%

2112.6%

2615.6%

3219.2%

8047.9%

167100.0%

Note: The percentages are out of the 167respondents who answered that they had interactions with at least one P&PS unit.


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Respondents selecting at least “twice a year” interaction with a P&PS unit over the past year were directed to a set of customer satisfaction questions for that unit. Table 4 shows both the number and percentage of respondents who selected at least “twice a year” interaction and the number and percentage who selected little or no interaction for each unit.

Table 4: Police and Public Safety: Customer Response by Unit

How frequently do you interact with…

Respondents selecting at least “twice a year”

interaction

Respondents selecting “little or no interaction”

Department of Public Safety 100 59.9%

67 40.1%

Lost and Found 55 32.9%

112 67.1%

Dispatch 74 44.3%

93 55.7%

Campus Police Officers 128 76.6%

39 23.4%

Police and Public Safety Website 87 52.1%

80 47.9%

Note: Percentages are out of the 167respondents who answered that they had interactions with at least one P&PS unit.


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Police and Public Safety: Customer Satisfaction

Customer Ratings for Police and Public Safety The survey asked a set of four common questions for each P&PS unit. Table 5 shows the total customer responses for all common questions for the five P&PS units combined. Percentages were calculated based on the total number of responses, excluding “not applicable” responses. Due to rounding, the total percentages may not equal 100%.

19BTable 5: Police and Public Safety: Combined Customer Satisfaction Ratings

Based on your most recent experience how would you rate the following:

Very Satisfied Satisfied

Somewhat Satisfied Dissatisfied

Very Dissatisfied Total

Understanding your needs 15543.5%

12535.1%

64 18.0%

92.5%

30.8%

356100.0%

Timeliness 15845.9%

11834.3%

57 16.6%

72.0%

41.2%

344100.0%

Effectiveness 16245.4%

13337.3%

56 15.7%

41.1%

20.6%

357100.0%

Collaboration in working with you 16248.4%

10431.0%

59 17.6%

92.7%

10.3%

335100.0%

Note: Not all respondents answered each question for each unit; consequently, counts are not equal across questions. 20B


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In order to determine an overall rating for the Department of Police and Public Safety, the means for each unit were calculated for each of the four common questions. Means were calculated based on the total number of responses, excluding “not applicable” responses. The response choices were valued as “very satisfied” = 5, “satisfied” = 4, “somewhat satisfied” = 3, “dissatisfied” = 2, and “very dissatisfied” = 1. A mean score between 3 and 4 represents a response rating between “somewhat satisfied” and “satisfied.” Some respondents rated more than one unit and each of their ratings was considered in the calculations for the overall mean score. Table 6 shows the overall mean score from all customer responses for all units on each of the four common questions. The number of responses column shows the number of scores used to calculate the mean for each question.

Table 6: Police and Public Safety: Combined Customer Satisfaction Mean Scores Question

Mean

Number of Respondents

Number of Responses

Understanding your needs 4.2 153 356

Timeliness 4.2 150 344

Effectiveness 4.2 152 357

Collaboration in working with you 4.2 151 335


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Police and Public Safety: Customer Satisfaction There are five P&PS units using this survey to seek feedback from their customers: the Department of Public Safety, Lost and Found, Dispatch, Campus Police Officers, and the Police and Public Safety Website. For each unit, there are four common multiple choice questions and two to four additional unit-specific questions. After the multiple choice questions, customers were given an opportunity to answer two open-response questions, specifically asking, what the unit is doing well and how the unit can improve.

Department of Public Safety Respondents were asked to classify their jobs into one of eight employment categories. Table 7 provides the number and percentage of respondents in each category of employment, among those who reported having at least “twice a year” interaction with the Department of Public Safety.

Table 7: Department of Public Safety: Job Classification











Total 90 100.0%

Note: Of the 100 respondents who reported interaction with this unit, 10 did not answer this question.


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Respondents were asked to rate the Department of Public Safety on the four common questions plus two additional questions. Table 8 shows the customer responses for all questions. Percentages were calculated based on the total number of responses for each item, excluding “not applicable” responses.

49BTable 8: Department of Public Safety: Customer Satisfaction Ratings Based on your most recent experience how would you rate the following:





3237.2%

1719.8%

33.5%

11.2%

86100.0%

Timeliness 3440.0%

3237.6%

1720.0%

11.2%

11.2%

85100.0%


3440.5%

1315.5%

0.0%

0.0%

84100.0%


2530.1%

1619.3%

33.6%

0.0%

83100.0%

Overall experience with the staff 4754.0%

2427.6%

1213.8%

44.6%

0.0%

87100.0%

How safe you feel at UC Merced 4957.0%

2529.1%

1112.8%

11.2%

0.0%

86100.0%


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Table 9 shows the mean score for each question asked about this unit. The mean was calculated by scoring the response choices from very dissatisfied (1) to very satisfied (5).

50BTable 9: Department of Public Safety: Customer Satisfaction Mean Scores Based on your most recent experience how would you rate the following: Mean


Understanding your needs 4.1 86

Timeliness 4.1 85

Effectiveness 4.3 84

Collaboration in working with you 4.2 83

Overall experience with the staff 4.3 87

How safe you feel at UC Merced 4.4 86

Overall Mean: 4.2


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Lost and Found Respondents were asked to classify their jobs into one of eight employment categories. Table 10 provides the number and percentage of respondents in each category of employment, among those who reported having at least “twice a year” interaction with Lost and Found.

Table 10: Lost and Found: Job Classification











Total 49 100.0%



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Respondents were asked to rate Lost and Found on the four common questions plus one additional question. Table 11 shows the customer responses for all questions. Percentages were calculated based on the total number of responses for each item, excluding “not applicable” responses.

53BTable 11: Lost and Found: Customer Satisfaction Ratings Based on your most recent experience how would you rate the following:





1741.5%

614.6%

24.9%

0.0%

41100.0%

Timeliness 1639.0%

1639.0%

614.6%

37.3%

0.0%

41100.0%


1741.5%

614.6%

24.9%

12.4%

41100.0%


1335.1%

616.2%

38.1%

0.0%

37100.0%

Lost and Found interactive website 1338.2%

1338.2%

720.6%

12.9%

0.0%

34100.0%


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54BTable 12: Lost and Found: Customer Satisfaction Mean Scores Based on your most recent experience how would you rate the following: Mean



Timeliness 4.1 41



Lost and Found interactive website 4.1 34

Overall Mean: 4.1


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Dispatch Respondents were asked to classify their jobs into one of eight employment categories. Table 13 provides the number and percentage of respondents in each category of employment, among those who reported having at least “twice a year” interaction with Dispatch.

Table 13: Dispatch: Job Classification











Total 69 100.0%



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Respondents were asked to rate Dispatch on the four common questions plus three additional questions. Table 14 shows the customer responses for all questions. Percentages were calculated based on the total number of responses for each item, excluding “not applicable” responses.

57BTable 14: Dispatch: Customer Satisfaction Ratings Based on your most recent experience how would you rate the following:





2234.4%

1117.2%

0.0%

0.0%

64100.0%

Timeliness 3352.4%

2133.3%

812.7%

0.0%

11.6%

63100.0%


1931.1%

914.8%

0.0%

0.0%

61100.0%


1930.2%

914.3%

23.2%

0.0%

63100.0%

Responsiveness to needs 3250.8%

2031.7%

1117.5%

0.0%

0.0%

63100.0%

Courtesy and helpfulness 3352.4%

1930.2%

1015.9%

0.0%

11.6%

63100.0%

Ability to address concerns during first contact 3353.2%

1727.4%

1219.4%

0.0%

0.0%

62100.0%


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58BTable 15: Dispatch: Customer Satisfaction Mean Scores Based on your most recent experience how would you rate the following: Mean



Timeliness 4.3 63



Responsiveness to needs 4.3 63

Courtesy and helpfulness 4.3 63

Ability to address concerns during first contact 4.3 62

Overall Mean: 4.3


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Campus Police Officers Respondents were asked to classify their jobs into one of eight employment categories. Table 16 provides the number and percentage of respondents in each category of employment, among those who reported having at least “twice a year” interaction with Campus Police Officers.

Table 16: Campus Police Officers: Job Classification











Total 116 100.0%



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Respondents were asked to rate Campus Police Officers on the four common questions plus three additional questions. Table 17 shows the customer responses for all questions. Percentages were calculated based on the total number of responses for each item, excluding “not applicable” responses.

49BTable 17: Campus Police Officers: Customer Satisfaction Ratings Based on your most recent experience how would you rate the following:





3331.7%

1211.5%

43.8%

11.0%

104100.0%

Timeliness 5552.9%

3331.7%

1211.5%

32.9%

11.0%

104100.0%


3634.0%

1413.2%

21.9%

0.0%

106100.0%


3231.1%

1413.6%

11.0%

11.0%

103100.0%

Responsiveness to needs 5954.6%

3128.7%

1312.0%

43.7%

1.9%

108100.0%

Courtesy and helpfulness 6458.7%

2422.0%

1412.8%

65.5%

1.9%

109100.0%

Ability to address concerns during first contact 6159.2%

2524.3%

1312.6%

43.9%

0.0%

103100.0%


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50BTable 18: Campus Police Officers: Customer Satisfaction Mean Scores Based on your most recent experience how would you rate the following: Mean



Timeliness 4.3 104



Responsiveness to needs 4.3 108

Courtesy and helpfulness 4.3 109

Ability to address concerns during first contact 4.4 103

Overall Mean: 4.3


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Police and Public Safety Website Respondents were asked to classify their jobs into one of eight employment categories. Table 19 provides the number and percentage of respondents in each category of employment, among those who reported having at least “twice a year” interaction with the Police and Public Safety Website.

Table 19: Police and Public Safety Website: Job Classification











Total 78 100.0%



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Respondents were asked to rate the Police and Public Safety Website on the four common questions plus two additional questions. Table 20 shows the customer responses for all questions. Percentages were calculated based on the total number of responses for each item, excluding “not applicable” responses.

49BTable 20: Police and Public Safety Website: Customer Satisfaction Ratings Based on your most recent experience how would you rate the following:





2134.4%

1829.5%

0.0%

11.6%

61100.0%

Timeliness 2039.2%

1631.4%

1427.5%

0.0%

12.0%

51100.0%


2741.5%

1421.5%

0.0%

11.5%

65100.0%


1530.6%

1428.6%

0.0%

0.0%

49100.0%

Content 2435.8%

2638.8%

1623.9%

0.0%

11.5%

67100.0%

Organization 2435.8%

2537.3%

1623.9%

11.5%

11.5%

67100.0%


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50BTable 21: Police and Public Safety Website: Customer Satisfaction Mean Scores Based on your most recent experience how would you rate the following: Mean



Timeliness 4.1 51



Content 4.1 67

Organization 4.0 67

Overall Mean: 4.1


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Conducted by the Assessment Resource Center

Paula McFarling, Senior Coordinator

Bridget Murphy, Coordinator

John Fortman, Programmer/Analyst-Specialist

Documents

Department of Police and Public Safety Customer Satisfaction