14603 MPA AR p2716 REPAGIN.qxd

28 AppendixPerformance Indicators and Priorities 2001/02IndicatorCustomer Satisfaction and Public Opinion2000/01PerformancePerformance Targetfor 2001/022001/02PerformanceCommentsBV120Level of crime (using the BritishCrime Survey)Relevant dataunavailableNo target seta)24.7%b)10.0% 1Indicator to bebased on the 2001British Crime SurveyBV121Fear of crime (using the BritishCrime Survey)Relevant dataunavailableNo target seta)18.0%b)19.2%c)29.18% 2Indicator to bebased on the 2001British Crime SurveyBV122Feelings of public safety (using theBritish Crime Survey)Relevant dataunavailableNo target set31.8% 3Indicator to bebased on the 2001British Crime SurveyBV23Percentage of the public satisfiedwith police initial response to 999calls78.9%90%79.2%This data isavailable quarterlyto September 2001BV23Percentage of victims satisfied withpolice initial response to a reportof a violent crime74.4%90%72.7%This data isavailable quarterlyto September 2001BV23Percentage of victims satisfied withpolice initial response to a reportof a burglary of a dwelling83.7%90%83.7%This data isavailable quarterlyto September 2001BV23Percentage of victims of roadtraffic collisions satisfied with thepolice service at the scene of thecollision91.8%90%90.9%1 BV 120 consists of two indicatorsa) estimate the chance of becominga victim of household crimeb) personal crime2 BV 121 consists of worry about fearof crimea) worry about the burglaryb) worry about motor vehicle crimec) worry about violence3 BV 122 consists of a range of indicatorsconstructed by using scales of 0-3(0 for no problem to 3 for very bigproblem) covering teenagers hangingaround, vandalism, racial attacks,drug dealing and drunkenness.Performance relating to customer satisfaction (BV 23) remainedrelatively stable between 2000/01 and 2001/02, increasing by two% in relation to police action in response to 999 calls and decliningby about one % in the remaining three areas.Survey methods changed in 2000/01 with the move from paper basedsurveys to telephone surveys and the introduction of a box for thosewith “mixed feelings” about the level of service received. At the sametime customer satisfaction levels dropped. The stability in levels ofsatisfaction between 2000/01 and 2001/02 would seem to suggestthat the earlier drop in satisfaction levels is at least in part relatedto the change in survey methods. Targets for 2000/01 and 2001/02however remained at the old standard of 90% until the impactof these changes could be seen, and have been reassessed for2003/04. It should be noted that the MPS and City Police areclassified together in the British Crime Survey.In comparing against other metropolitan forces (Greater Manchester,Merseyside, Northumbria, South Yorkshire, West Midlands and WestYorkshire), the MPS and City are joint third for levels of householdcrime. Worry about burglary is third lowest and worry about car crimeis second lowest. Prevalence for personal crime is higher in theMPS/City than in other forces and worry about violent crime issecond highest after West Midlands.