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The Service Quality Wing carried out the latest round of Force surveys between June and July 2021 to gather feedback from citizens and Force members.
Public Opinion Survey
Telephone interviews were conducted with 1 001 local residents aged 18 years or above. Respondents (78.6%) continued to have confidence in the Force, and the mean score for the overall performance of the Force is 71.8 out of 100. A vast majority of the respondents continued to feel safe during daytime (90.0%) and night-time (80.0%).
Police Service Satisfaction Survey
Telephone interviews were conducted with 1 022 police service users who had direct contact with the Police between January and March 2021. Among the six service channels, most respondents were satisfied with the services provided through “Receiving call after reporting via e-Report Centre” (75.0%), followed by “Dialling 999” (73.3%), “Contacting police officer at the scene” (72.4%), “Going to report room” (72.3%), “Phoning report room” (68.5%), and “Visiting criminal investigation office” (58.5%).
When asked for factors supporting their satisfaction rating, respondents ranked “Police Officer’s Attitude” first in four service channels. They also gave this factor a high rating across all channels, with scores ranging from 4.0 to 4.3 out of 5.
Staff Opinion Survey
The survey was conducted online. A total of 7 035 disciplined, civilian and auxiliary officers were invited and 4 951 of them responded. The survey measures staff engagement and satisfaction towards the Force in seven dimensions; in comparison with 2018, the mean scores for all dimensions increased.
The results again confirmed that officers are highly committed to the Force, with 96.8% of respondents indicating their full support for the Force Vision that “Hong Kong remains one of the safest and most stable societies in the world” and 90.8% indicated their willingness to put in extra effort to help the Force to be successful. A vast majority of respondents agreed that “the overall performance of the Force is good” (87.2%) and “like working in the Force” (90.6%). The satisfaction rating on overall morale also increased by 22.5%, internal communications improved by 13.4%, and staff satisfaction with the leadership in the Force raised by 11.6%.
The Force values all responses and views them as important indicators for gauging public satisfaction and staff motivation. The Force will formulate measures to enhance service quality as appropriate.
(All figures are rounded up to one decimal place.)
