Survey feedback for victims of crime
This information is for the benefit of victims and witnesses of
crime who have been contacted by us to take part in a survey,
namely the Service User Satisfaction Survey.
Why do we survey victims?
It is a requirement of the Home Office (HO) for police forces to
conduct victim satisfaction surveys with specified victim groups
and return data on a regular basis. We follow this requirement
and talk to approximately 4000 victims every year, asking them
about their experiences with us.
We are committed to gaining input from the public and local
communities via enabled feedback/surveys to help us focus on
delivering a great service to our customers and the travelling
public in a timely and proactive manner. Asking victims about the
service they received means we can find ways of improving the
service that we provide and adapting our approach to suit the
needs of the community.
How do we decide whom to contact?
The sample of approximately 20,000 victims is chosen randomly
from our databases containing details of these incidents.
How do we contact victims?
The Home Office requires police forces to contact victims by
telephone for the User Satisfaction Survey;
Due to the large number of victims and witnesses we need to
contact, we do not have the resources to call all these
individuals ourselves. We employ an independent research company to
act on our behalf, who have been approved by the Home Office and
have gone through rigorous security checks and training. We are
confident in allowing them to contact victims for us. The agency
operates under strict controls of confidentiality and all data is
used for the purposes of our research only.
Are my details safe and my comments confidential?
We would like to take this opportunity to reassure you that
caller confidentiality is paramount and suitable controls are in
place to ensure your personal information is protected. The
sole purpose of our sharing your contact details with the research
company is to improve the service received by the public.
The information passed to the agency is the minimum required to
conduct the surveys; this data can only be used by the company for
the purpose of conducting surveys and any future re-use is not
The use of victims/ witness details to conduct these surveys is
covered by the Data Protection Notification and meets the
conditions laid out in sections 5(b) of schedule 2 and 7(b) of
schedule 3 of the Data Protection Act 1998. More information
about the Act and your rights can be found on the Office of the
Information Commissioner website
by contacting them on 01625 545745. Further information regarding
the processing of personal data by us can be found within our
Processing Notice on our website.
Why might I be asked about my gender, age, disability, faith,
ethnicity and sexual orientation?
It is very important to us that everyone who comes into
contact with the police is treated equally, and receives the same
level of service. In order to ensure this, we need to monitor who
is coming into contact with the police, and whether certain groups
report different feedback.
These questions are asked when an incident is reported to the
police and again when we talk to people for the survey. This is
because we need to know that those we contact for the survey are a
true reflection of all those people who reported an incident.
You are fully entitled to refuse to answer any of these
questions if you prefer.
I want to talk to a police officer about my incident
If you want to talk to a police officer about your incident,
please contact the officers dealing with your case. If you do not
know the officers dealing with your case, you can contact general
enquires on 0800 40 50 40 and someone will be
happy to assist you.
If you would like to contact the team about the survey, please
contact us via our email address: ResearchandDevelopment@btp.pnn.police.uk
If you do not want to take part in any further surveys
or other feedback research for us, please contact us on
You will be added to a list to ensure that you are excluded
from future feedback research and surveys.