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SUID-AFRIKAANSE POLISIEDIENS SOUTH AFRICAN POLICE SERVICE
DIVISION RESEARCH
30 March 2017
Dear Client
All customers and stakeholders of SAPS are invited to participate in the CustomerSatisfaction Survey in which we as the South African Police Service (SAPS) wish toestablish the level of your satisfaction with the services we render. Please take a fewminutes to share your experience by completing the survey.
Organisations that work with SAPS or SAPS customers for example victim supportorganisations, community police structures and community safety structures arewelcome to provide the questionnaire to customers also served by the SAPS.
The purpose of the survey is to establish the community's levels of satisfaction withthe services rendered by the SAPS and to determine those aspects or weaknesses inour service that must be addressed.Your response will enable us to understand whichaspects of our service need improvement.
Responses will be highly appreciated and we request that we receive your completedquestionnaire not later than 15 May 2017 to be processed as part of the survey.
Participation in the study is voluntary and your contribution will be keptconfidential and anonymous. You do not have to write your name on the surveyor sign the document. The information will be used for research purposes only.
Completed questionnaires may be emailed to SchwartzG(o)saps.gov.za [email protected]. or faxed to 086 4818 979. Alternatively, you may also handin the completed questionnaire at your nearest police service point (eg police station).Completed questionnaires may also be handed to the police officer who assisted incompleting the survey.
Enquiries or suggestions may be directed to Brigadier Schwartz atSchwartzG(5)saps.qov.za or telephone number 012393 5001; Captain Venter at012421 8142orMrTlaka012421 8271.
Thank you for your assistance in ensuring broad participation in the SAPS CustomerService Survey.
Kind regards,
LIEUTENANT GENERAL
DIVISIONAL COMMISSIONER: RESEARCHR BM ZULU
Website
CUSTOMER SATISFACTION SURVEY
How to complete the survey
You are requested to complete the questionnaire as indicated in the following example:
Please mark the block that best describes you with a cross (X).
EXAMPLE: What is your current marital status?
Statement
Single
Married
Divorced
Code
01
02
03
Mark thestatementthat bestdescribesyou, with across (X)
X
Statement
Separated
Widow/ widower
Other
Code
04
05
06
Mark thestatementthat bestdescribesyou, with across (X)
Specify:
Section A: Biographical information
1. What is your gender?Statement
I am male
Code
01
Mark thestatementthat bestdescribesyou, with across (X)
Statement
I am a female
Code
02
Mark thestatementthat bestdescribesyou, with across (X)
2. What is your age?Statement
Less than 20years20 to 30 years
31 to 40 years
41 to 50 years
Code
01
02
03
04
Mark thestatement thatbestdescribesyou, with across (X)
Statement
51 to 60 years
61 to 70 years
More than 70years
Code
05
06
07
Mark thestatement thatbestdescribesyou, with across (X)
Website
3. What is your current marital status?Statement
Single
Married
Divorced
Code
01
02
03
Mark the statementthat best describesyou, with a cross (X)
Statement
Separated
Widow/widowerOther
Code
04
05
06
Mark the statementthat best describesyou, with a cross(X)
Specify:
4. What is your race?Statement
African
Asian/Indian
Not sure
Code
01
02
05
Mark the statementthat best describesyou, with a cross (X)
Statement
Coloured
White
Other
Code
03
04
06
Mark the statementthat best describesyou, with a cross(X)
Specify:
5. Are you a South African citizen?Statement
Yes
Code
01
Mark the statementthat best describesyou, with a cross (X)
Statement
No
Code
02
Mark the statementthat best describesyou, with a cross(X)
6. If you are not a South African citizen, indicate your country of birth.
7. What is your employment status?Statement
I am employed
I am self-employedt amunemployed
Code
01
02
03
Mark thestatement(s) thatbest describe(s)you, with a cross (X)
Statement
I am astudentI am apensionerOther
Code
04
05
06
Mark thestatement(s) thatbest describe(s)you, with a cross(X)
Specify:
Website
8. What is the highest level of education you have completed?Statement
Never attendedschool
Primary school(Grade1/Sub Ato Grade 71Standard 5)Secondaryschool (Grade3/Standard 6 toGrade 11 /Standard 9)
Code
01
02
03
Mark the statementthat best describesyou, with a cross (X)
Statement
CompletedGrade 12/Standard 10/MatricTertiaryeducation
Other
Code
04
05
06
Mark thestatement thatbest describesyou, with a cross(X)
Specify:
9. In which community do you stay?Statement
I stay in a ruralcommunity
I stay in anurbancommunityI stay in noneof the abovecommunities
Code
01
03
05
Mark thestatement(s) thatbest describe(s)your community,with a cross (X)
Statement
I stay in aninformalsettlementI stay in afarmingcommunity
Code
02
04
Mark thestatement(s) thatbest describe(s)your communitywith a cross (X)
Specify where do you stay:
10. In which province do you currently live?Province
Eastern Cape
Free State
Gauteng
KwaZulu-Natal
Limpopo
Code
01
02
03
04
05
Mark the provincein which you live,with a cross (X)
Province
Mpumalanga
Northern CapeNorth West
Western Cape
Code
06
07
08
09
Mark theprovince inwhich you live,with a cross (X)
11. Provide the name(s) of your nearest police station(s) according to theprovince in which you currently live:
Name of the nearest policestation
Code
01
Name of the nearest policestation
Code
02
Website
12.1 Which other province do you mostly reside in during vacations or overthe festive season?
Province
Eastern Cape
Free State
Gauteng
KwaZulu-Natal
Limpopo
Code
01
02
03
04
05
Mark theprovince witha cross (X)
Province
Mpumalanga
NorthernCapeNorth West
WesternCapeNo otherProvince
Code
06
07
08
0910
Mark the provincewith a cross (X)
12.2 If applicable, provide the name(s) of your nearest police station(s)according to the province that you mostly reside in during vacations orover the festive season?
Name of the nearest policestation
Code
01
Name of the nearest policestation
Code
02
13 What is the distance from your home to your nearest police station(s)according to the province you currently live in?
Distance
0-5 km
11 -15km
20 - 30 km
Code
01
03
05
Mark thestatement(s) thatbest describe(s) thedistance to yournearest policestation, with a cross(X)
Distance
6 -10 km
16-20kmMore than30 km
Code
02
04
06
Mark thestatement(s) thatbest describe(s) thedistance to yournearest policestation, with a cross(X)
14 If you must go to your nearest police station according to the province youcurrently live in, how would you get there?
Statement
On foot
With publictransportBy horse ordonkey
Code
01
03
05
Mark the statementthat best describeshow you will gotothe nearest policestation, with across (X)
Statement
BybicycleWith owncarOther
Code
02
04
06
Mark the statementthat best describeshow you will go tothe nearest policestation, with a cross(X)
Specify:
Website
15 Did the police assist you in the language of your choice?
Statement
Yes
Code
01
Mark the statementthat best describesyou, with a cross (X)
Statement
No
Code
02
Mark thestatement thatbest describesyou, with a cross(X)
16. What is your level of understanding of English?16.1 Speaking
Speaking
GoodFairPoorCannot speak it at all
Code
01020304
Mark the statement thatcross (X)
best describes you, with a
16.2 ReadingReading
GoodFairPoor
Cannot read it at all
Code
01
02
03
04
Mark the statement that best describes you,cross (X)
with a
16.3 WritingWriting Code
Good 01Fair 02Poor 03Cannot write it at all 04
Mark the statement thatcross (X)
best describes you, with a
17. In which other two languages are you able to communicate?Statement
Language 1
Language 2
Code
01
02
Specify the language
18. What is your level of understanding of Language 1 of your choice?StatementLanguage 1
Speak
Read
Write
Level
Good
Good
Good
Code
01
04
07
Markwith aX
Level
Fair
Fair
Fair
Code
02
05
08
Markwith aX
Level
Poor
Poor
Poor
Code
03
06
09
MarkwithaX
Website
19. What is your level of understanding of Language 2 of your choice?StatementLanguage 1
Speak
Read
Write
Level
Good
Good
Good
Code
01
04
07
Markwith aX
Level
Fair
Fair
Fair
Code
02
05
08
Markwith aX
Level
Poor
Poor
Poor
Code
03
06
09
Markwith aX
Section B: Experience regarding the SAPS's service
Please indicate the nature of your experience of the SAPS' service by making a
cross (X) in the applicable block.
1. When last did you experience the SAPS service?Distance
Less than amonth ago
Six to 12months ago
Code
01
03
Mark thestatement thatbest describesyour lastexperience withthe SAPS, with across (X)
Distance
Less than sixmonths
More than ayear
Code
02
04
Mark the statementthat best describesyour last experiencewith the SAPS, with across (X)
2. In which province did you last experience service by the SAPS?Province
Eastern Cape
Free State
Gauteng
KwaZulu-Natal
Limpopo
Code
01
02
03
04
05
Mark theprovince inwhich youlive, with across (X)
Province
Mpumalanga
Northern Cape
North West
Western Cape
Code
06
07
08
09
Mark theprovince inwhich you live,with a cross (X)
Website
3. At which police station or policing area did you last experience service fromthe SAPS?
Name of the police station orpolicing area
Code
01
Name of the police stationor policing area
Code
02
4.Where did you last experience service from the SAPS?Statement
At the police station
At a satellite police station
At a crime scene that took place outside myresidence
At a crime scene took place inside myresidence
Other
Code
01
02
03
04
05
Mark the statement(s) mostapplicable to you, with a cross(X)
Specify:
5. Why were you last assisted by the police?Statement
I was reporting a crime
I was seeking immediate assistance
I was reporting an incident in my area
I was seeking information
I was certifying copies
I was giving a statement/an affidavit
Other
Code
01
02
03
04
05
06
07
Mark the statement(s) mostapplicable to you, with a cross(X)
Specify:
Website
6. What type of client were you at the time of the service?Statement
1 was a victim
1 was a witness
1 was supporting a victim
1 was a suspect
1 was giving information
1 was providing a service to the SAPS
Other
Code
01
02
03
04
05
06
07
Mark the statement(s) that bestdescribe(s) you, with a cross (X)
Specify:
7. What type of crime was involved when you received service from the SAPS?Type of Crime
Assault
Burglary
Child abuse
Domestic violenceFraud
Hijacking
Human trafficking
Missing person
Other
Code
01
02
03
04
05
06
07
08
17
Mark the typeof crime with across (X)
Type of rime
Rape
Robbery
Sexual assault
Stock theft
Theft
Vehicle collision
Violent protest
Not applicable
Code
09
10
11
12
13
14
15
16
Mark the typeof crime witha cross (X)
Specify:
Section C: Police response to incidents of crime1. How fast did you report the incident/crime to the police?
Rate of reporting
In less than an hour
In less than 12 hours
After 24 hours
Cannot recall
Code
01
03
05
07
Mark the mostappropriatestatement witha cross (X)
Rate ofreporting
In less than sixhoursBetween 12 and24 hoursAfter a week
Not applicable
Code
02
04
06
08
Mark themostappropriatestatementwith a cross(X)
Website
2. How did you report the incident/crime?Rate of reporting
Went to the policestation myselfStopped the policewhile on patrolNot applicable
Code
01
03
05
Mark the mostappropriatestatement witha cross (X)
Rate ofreporting
Called the police
Wrote to thepoliceOther
Code
02
04
05
Mark themostappropriatestatementwith a cross(X)
Specify:
3. How long after you reported the incident, did the police respond?Rate of response
In less than an hour
In less than 12 hours
After 24 hours
Cannot recall
Code
01
03
05
07
Mark the mostappropriatestatement witha cross (X)
Rate ofresponse
In less than sixhoursBetween 12 and24 hoursAfter a week
Not applicable
Code
02
04
06
08
Mark themostappropriatestatementwith a cross(X)
4. What is the status of the case/incident you reported?Status ofcase/incident
Never received anyfeedbackPending underinvestigationWithdrawn
Do not know
Code
01
03
05
07
Mark the mostappropriatestatement witha cross (X)
Rate ofcase/incident
Pending at court
Concluded
Cannot recall
Not applicable
Code
02
04
06
08
Mark themostappropriatestatementwith a cross(X)
5. If concluded, how was the case/incident concluded?Conclusion of case
Never received anyfeedback
It was withdrawn
Offender found not
Code
01
03
05
Mark the mostappropriatestatement with across (X)
Conclusion ofcase
Prosecutordeclined toprosecuteOffender foundguiltyCannot recall
Code
02
04
06
Mark the mostappropriatestatement with across
Website
guiltyDo not know 07 Not applicable 08
Section D: Level of satisfaction with the conduct of the police whodealt with the client's situation.
1. How satisfied were you with the level of fairness during your first contactwith the police regarding your case/incident?
Extremely satisfied
Not sure
Extremely dissatisfied
01
04
07
Satisfied
Slightlydissatisfied
02
05
SlightlysatisfiedDissatisfied
03
06
2. How satisfied were you with the level of knowledge displayed by thepolice official/s who attended to your case/incident?
Extremely satisfied
Not sure
Extremely dissatisfied
01
04
07
Satisfied
Slightlydissatisfied
02
05
SlightlysatisfiedDissatisfied
03
06
3. How satisfied were you with the level of professionalism displayed by thepolice officials who attended to your case/incident?
Extremely satisfied
Not sure
Extremely dissatisfied
01
04
07
Satisfied
Slightlydissatisfied
02
05
SlightlysatisfiedDissatisfied
03
06
4. How satisfied were you with the level of good manners displayed by thepolice official/s who attended to your case/incident?
Extremely satisfied
Not sure
Extremely dissatisfied
01
04
07
Satisfied
Slightlydissatisfied
02
05
SlightlysatisfiedDissatisfied
03
06
5. How satisfied were you with the level of compassion shown to you by thepolice official/s when dealing with your case/incident?
Extremely satisfied
Not sure
Extremely dissatisfied
01
04
07
Satisfied
Slightlydissatisfied
02
05
SlightlysatisfiedDissatisfied
03
06
6. How satisfied are you with the police's response to the crime scene?Website
Extremely satisfied
Not sure
Extremely dissatisfied
01
04
07
Satisfied
Slightlydissatisfied
02
05
SlightlysatisfiedDissatisfied
03
06
7. How satisfied are you with the police's response time to answer telephonecalls?
Extremely satisfied
Not sure
Extremely dissatisfied
01
04
07
Satisfied
Slightlydissatisfied
02
05
SlightlysatisfiedDissatisfied
03
06
Please indicate the extent to which you are satisfied with the service rendered bythe SAPS, by marking your level of satisfaction with a cross (X)
Section E: How do you rate your general confidence and trust in thepolice, as well as their conduct?Statement
1. The policearecommitted todo their job
2. lamcomfortablecontactingthe police toshareinformationabout crime
3. The policetreat victimswith respect
4. The policearetrustworthy
5. The policeare honest
6. Policeofficial/sconduct isfair towardvictims
7. 1 amconfidentabout theability of thepolice
8. The policeare willing tolisten to
Extremelysatisfied1
Satisfied
2
Slightlysatisfied3
Notsure4
Slightlydissatisfied5
Verydissatisfied6
Extremelydissatisfied7
Website
victims'problems
9. The policeinform me ofprogresswithcomplaints
Statement
10. The policearrestcriminals
11. The policehave enoughresources todo their work
12. The policeare usingtheir Stateresources tofight crime
Extremelysatisfied
1
Satisfied
2
Slightlysatisfied
3
Notsure
4
Slightlydissatisfied
5
Verydissatisfied
6
Extremelydissatisfied
7
Section F: How do you rate the police's involvement in yourcommunity?Statement
13. The policeare visiblein mycommunity
14. The policeareworkingwith thecommunityto fightcrime
15. The policehold crimeawarenesscampaignsin ourcommunity
16. The policeappreciatethecontribution by theCommunity PolicingForum infightingcrime
17. The policeappreciate
Extremelysatisfied
1
Satisfied
2
Slightlysatisfied
3
Notsure
4
Slightlydissatisfied
5
Verydissatisfied
6
Extremelydissatisfied
7
Website
thecontribu-tion of thecommunityin fightingcrime
Section G: Your comments and input regarding the followingquestions, will be greatly appreciated:1. How would you describe your experience with the SAPS?
2. What do you think the SAPS needs to do to improve its service to the victims of crime, andits clients?
Website
3. What type of crime do you think the police are failing to deal with in your community?
4. What do you consider to be the most common sources of crime in your community?
5. What do you think the SAPS needs in order to reduce crime levels in your community?
Thank you for your time and your commitment to improve policing servicesand fighting crime.
Website