The Community Experience (CX) Project commenced in May 2021. The core deliverable for the project is the QPS CX Survey. The aim of the survey is to create a baseline for community satisfaction that can be used to understand both the drivers of satisfaction and the impacts of any changes in how we deliver services.
The project has successfully delivered two Phases of the state-wide survey
- Phase One was conducted in August 2021 with 7844 completed surveys
- Phase Two was conducted in March 2023 with 11150 completed surveys
Scope of Survey
The aim of the survey differs to others as it targets confirmed community members that have initiated contact with the QPS and provides a detailed view of their service experience.
Focusing on the QPS customer service journey, the survey provides an overall experience score and three targeted stages of service delivery.
The scope of the survey is community-initiated calls for service through 000, Policelink (phone and QPS website) and stations. High harm calls and certain vulnerable community members are not represented in these results.
Survey Results
Satisfaction with overall experience is 6.0, rising from 5.9, however this change is not statistically significant.
Satisfaction with each service stage is as follows:
| Phase one | Phase two | ||
| Initial contact stage | 6.5 | 6.7 | (statistically significant increase) |
| Investigation stage | 5.9 | 6.0 | (no statistically significant increase) |
| Resolution stage | 8.2 | 8.5 | (statistically significant increase) |
A number of the attributes within Overall Experience and the service stages of Initial Contact and Resolution have statistically significantly improved. There has been no decrease in any of the survey scores.
Read the full report of Community Experience Survey Comparison Results (5.1MB DOC).
Results and Outcomes
What are the satisfaction drivers?
You are most satisfied with:
- the politeness and helpfulness of police at the initial point of contact
- the care shown for my situation
- action taken by police following the initial contact
- action taken by police to resolve the matter
- time taken to reach the final outcome.
Where are the areas we can improve?
You have told us that we can improve by:
- keeping you up to date on what is happening for your call for service
- closing the loop and telling you the outcome (resolving or finalising your call for service)
How we plan to improve
The Close the Loop initiative has been established to enhance community engagement and satisfaction. The Close the Loop initiative will:
- improve educational training products to be delivered to QPS members
- increase service-wide communication to improve officers’ knowledge of policy, procedures, and obligations of keeping our community up to date
- facilitate further consideration regarding technical solutions.
Thank you to those who participated in the survey and for supporting the Queensland Police Service to make our Queensland community safe.
The 2023 Community Experience survey has concluded and is no longer sending online participation invitations to community members.