Results for:

7/28/99

Concord Police Department - Dispatch Services
Customer Service Survey Results

82.35%
14
82.35%
14
88.24%
15

82.35%
14

3
17.65%
3

11.76%
2
17.65%
3
17.65%
3
23.53%
4
25.00%
4

17.65%

0.00%
0
0.00%
0
0.00%
0
0.00%
0
0.00%
0
0.00%
0
0.00%
0

0.00%
0
0.00%
0
0.00%
0
0.00%
0
0.00%
0
0.00%
0
0.00%
0

82.35%
14
76.47%
13

17

Total number of surveys
included in report:

Overall Satisfaction with Concord Police
Department’s Dispatch Services Unit

75.00%
12

4

25.00%

0.00%
0

0.00%
0

Professionalism?

Listening?

Competence/knowledge?

Efficiency?

Courtesy?

Caring and Concern?

CompletelySomewhat
SatisfiedSatisfied

Dissatisfied

Somewhat
Dissatisfied

Completely
Confident

Completely
Unconfident

Somewhat
Confident

Somewhat
Unconfident

75.00%
12

Communication skills?

70.59%
12

5

29.41%

0.00%
0

0.00%
0

How confident did this experience make you feel
toward the Concord Police Department’s
Dispatch Services Unit?

1 Ring

5 or More
Rings

2-3
Rings

3-4
Rings

0.00%
0

7.14%
1

1

7.14%

85.71%
12

When you called the Dispatch Unit, please
tell us approximately how many times the
phone rang before it was answered?

82.35%
14

0.00%
0

2

11.76%

5.88%
1

Given the nature of your call, how satisfied
were you with the time it took for the
dispatcher to process your request?

Thinking about the interaction you had with the dispatcher who took your call, please tell us about your level
of satisfaction with the followingfactors of the performance that the dispatcher demonstrated:

Completely
Satisfied

Dissatisfied

SomewhatSomewhat
SatisfiedDissatisfied

CompletelySomewhat
SatisfiedSatisfied

Dissatisfied

Somewhat
Dissatisfied

If you were placed on hold, how
long were you on hold?

(MM:SS - Average hold time noted)

00:55

Page 1

© 1999 The Service Quality Department. All rights Reserved.
NOTE: Actual number of responses were used to calculate each question. Therefore, not all
questions may add up to the total number of surveys processed.