The Use of Public Satisfaction Surveys by the Police in New Zealand: Were Survey Respondents Satisfied with the Services Delivered by the New Zealand Police Following the Introduction of the Prevention First Strategy in 2011

Garth Heyer ()
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Garth Heyer: Arizona State University

Public Organization Review, 2025, vol. 25, issue 3, No 4, 885-905

Abstract: Abstract The New Zealand Police have undertaken two series of surveys since 1991 to measure the public’s satisfaction with its services. This research examines the results of the second series of surveys that were undertaken between 2008 and 2020 following the introduction of the Prevention First strategy in 2011. The percentage of survey respondents who were satisfied with the services that the police delivered decreased from 76% in 1991 to 74% in the first series of surveys. In comparison, the level of satisfaction fluctuated between 79 and 84% in the second series of surveys. The reasons for the dissatisfaction with the services did not change over the period that the two surveys series were undertaken. This suggests that there is little value in police services undertaking surveys if they are not going to act on survey findings.

Keywords: Public satisfaction surveys; Confidence in police; Satisfaction with police; Trust in police; Policing (search for similar items in EconPapers)
Date: 2025
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DOI: 10.1007/s11115-025-00844-x

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