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Victim Satisfaction Survey

This information is for victims of crime who have been contacted by the Police Service of Northern Ireland to take part in our victim satisfaction survey.

Why do we survey victims?

We are committed to providing a high quality service to victims of crime. The victim satisfaction survey allows us to monitor how well we are delivering our services and to identify areas for improvement.

Ensuring that we are providing a high quality service to victims of crime is essential in maintaining and building confidence in policing.

Levels of satisfaction with the service we provide is an indicator in the Northern Ireland Policing Plan.

The table below shows the results of the victim satisfaction survey over the last five years.

Victim satisfaction survey results table
Question % responding Strongly Agree / Agree - Service
  2017/18 2018/19 2019/20 2020/21 2021/22
1. The police officers / staff treated me with fairness and respect. 80.6% 83.8% 82.5% 82.4% 85.6%
2. I am satisfied with how well I have been kept informed of the progress of my case. 54.3% 54.1% 56.3% 58.7% 57.5%
3. I am satisfied with my contact with PSNI. 62.9% 64.4% 65.3% 70.2% 67.9%
4. If a family member or friend were a victim of crime in the future, based on this experience, I would recommend they report it to police. 79.3% 79.8% 81.5% 82.0% 78.5%

How do we decide whom to contact?

All adult victims of crime may be contacted although there are some exceptions. Victims of domestic abuse, serious violent and sexual offences will not be contacted.

All eligible victims will be invited to participate to maximise responses.

How do we contact victims?

Invites to participate will be sent by Short Message Service (SMS) to mobile phone numbers provided by the victim during initial contact with police. The text message will contain a web link to the survey. The sender of the text will show as Police Service of Northern Ireland and will look like this:

Image of text message for victim survey

Who conducts the survey?

The survey is run by Police Service of Northern Ireland using SnapSurveys. Your data is not shared with any third parties.

Are my details safe and my comments confidential?

Yes, the information used to conduct the survey does not contain any personal details (name, address, date of birth). Some details about the crime (crime type, date, ward location) are used to identify any disparities in levels of satisfaction. You will not be asked to provide any personal details or information about crime during the survey.

Your feedback will be kept secure and confidential. This survey is anonymised so you cannot be contacted to discuss any information you provide. The responses to the survey are stored separately from the information provided when you reported the crime and cannot be linked.

The feedback you provide will be used to identify areas for improvement in the service we deliver.

Do I have to complete the survey?

No. The survey is entirely voluntary. If you don't reply to the initial message, we will send a follow up message with the same text. If there is no reply to this follow up message we will not send any further correspondence.

Can I opt out of the survey?

Yes. If you do not want to take part in any further surveys or other feedback research for us, please email us at [email protected] (please include your current mobile phone number). You will be added to a list to ensure that you are excluded from future victim satisfaction surveys.

If you have any further questions about the survey please email [email protected]