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.

British Transport Police officer

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 permitted.

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 published Fair 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.

Contact us

If you would like to contact the team about the survey, please contact us via our email address:

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.