We regularly ask our passengers and members of the public about a variety of issues to ensure we can respond to the needs of our community.
Victims of crime
We ask victims of crime about their levels of satisfaction at every stage of their contact with us. The results of these surveys are measured to ensure we are meeting our quality of service commitment, and are complying with the Victims’ Code of Practice. We listen to all feedback from victims of crime, and if necessary, we change our practices to ensure victims get the highest quality of service from us.
We also react to results from the Crime Survey for England and Wales, one of the largest social research surveys conducted in England and Wales and includes a count of peoples’ experiences of crime.
Information received from both the National Passenger Survey and the Crime Survey for England and Wales help us to better understand and analyse fear of crime on the railways, and, in particular, the types of crime that are most worrying to passengers. The results allow us to target our resources to the most relevant issues.
Neighbourhood Policing Team (NPT) surveys
Our NPTs occasionally ask passengers to give their opinions in response to issues raised at community meetings. These can include questions on perceptions of passenger safety and which types of crime they would like us to particularly focus our resources on. These surveys allow our officers to understand what issues are affecting passengers and the local community and act to improve safety and the perception of safety.
Quality of service questionnaires
Our Professional Standards Department sends out short questionnaires to monitor levels of satisfaction in those who have made a complaint about the force, or one of our officers.
These questionnaires are sent out to all members of the public and officers at the conclusion of the case. The questionnaire remains anonymous, however the results and comments will be recorded. Any issues raised in the questionnaires will help us to respond to complaints more effectively.