Service Quality Survey

The Department began conducting Service Quality Surveys in June 2006, and conducts 2-4 surveys per year, spread throughout the year. 

The surveys randomly select people who have called 9-1-1 and had an officer dispatched to assist them to get feedback on the service provided by the department.  Callers are contacted by phone within two weeks of their calls to 9-1-1.

The survey measures: 

  • The overall service callers received as well as
    • The service provided by the 9-1-1 operator.
    • The assistance provided by the officer who responded to the call.
  • Callers views on the responsiveness and quality of service provided by the Department overall and by officers who serve their neighborhoods. 
  • Callers overall feelings of safety in their neighborhoods, how those feelings were affected by the incident that led to their calls to 9-1-1, and how they felt after receiving SPD services.