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SUID-AFRIKAANSE POLISIEDIENS SOUTH AFRICAN POLICE SERVICE

DIVISION RESEARCH

30 March 2017

Dear Client

All customers and stakeholders of SAPS are invited to participate in the CustomerSatisfaction Survey in which we as the South African Police Service (SAPS) wish toestablish the level of your satisfaction with the services we render. Please take a fewminutes to share your experience by completing the survey.

Organisations that work with SAPS or SAPS customers for example victim supportorganisations, community police structures and community safety structures arewelcome to provide the questionnaire to customers also served by the SAPS.

The purpose of the survey is to establish the community's levels of satisfaction withthe services rendered by the SAPS and to determine those aspects or weaknesses inour service that must be addressed.Your response will enable us to understand whichaspects of our service need improvement.

Responses will be highly appreciated and we request that we receive your completedquestionnaire not later than 15 May 2017 to be processed as part of the survey.

Participation in the study is voluntary and your contribution will be keptconfidential and anonymous. You do not have to write your name on the surveyor sign the document. The information will be used for research purposes only.

Completed questionnaires may be emailed to SchwartzG(o)saps.gov.za [email protected]. or faxed to 086 4818 979. Alternatively, you may also handin the completed questionnaire at your nearest police service point (eg police station).Completed questionnaires may also be handed to the police officer who assisted incompleting the survey.

Enquiries or suggestions may be directed to Brigadier Schwartz atSchwartzG(5)saps.qov.za or telephone number 012393 5001; Captain Venter at012421 8142orMrTlaka012421 8271.

Thank you for your assistance in ensuring broad participation in the SAPS CustomerService Survey.

Kind regards,

LIEUTENANT GENERAL

DIVISIONAL COMMISSIONER: RESEARCHR BM ZULU

Website

CUSTOMER SATISFACTION SURVEY

How to complete the survey

You are requested to complete the questionnaire as indicated in the following example:

Please mark the block that best describes you with a cross (X).

EXAMPLE: What is your current marital status?

Statement

Single

Married

Divorced

Code

01

02

03

Mark thestatementthat bestdescribesyou, with across (X)

X

Statement

Separated

Widow/ widower

Other

Code

04

05

06


Specify:

Section A: Biographical information

1. What is your gender?Statement

I am male

Code

01


Statement

I am a female

Code

02


2. What is your age?Statement

Less than 20years20 to 30 years

31 to 40 years

41 to 50 years

Code

01

02

03

04

Mark thestatement thatbestdescribesyou, with across (X)

Statement

51 to 60 years

61 to 70 years

More than 70years

Code

05

06

07

Mark thestatement thatbestdescribesyou, with across (X)

Website

3. What is your current marital status?Statement

Single

Married

Divorced

Code

01

02

03

Mark the statementthat best describesyou, with a cross (X)

Statement

Separated

Widow/widowerOther

Code

04

05

06

Mark the statementthat best describesyou, with a cross(X)

Specify:

4. What is your race?Statement

African

Asian/Indian

Not sure

Code

01

02

05


Statement

Coloured

White

Other

Code

03

04

06


Specify:

5. Are you a South African citizen?Statement

Yes

Code

01


Statement

No

Code

02


6. If you are not a South African citizen, indicate your country of birth.

7. What is your employment status?Statement

I am employed

I am self-employedt amunemployed

Code

01

02

03

Mark thestatement(s) thatbest describe(s)you, with a cross (X)

Statement

I am astudentI am apensionerOther

Code

04

05

06

Mark thestatement(s) thatbest describe(s)you, with a cross(X)

Specify:

Website

8. What is the highest level of education you have completed?Statement

Never attendedschool

Primary school(Grade1/Sub Ato Grade 71Standard 5)Secondaryschool (Grade3/Standard 6 toGrade 11 /Standard 9)

Code

01

02

03


Statement

CompletedGrade 12/Standard 10/MatricTertiaryeducation

Other

Code

04

05

06

Mark thestatement thatbest describesyou, with a cross(X)

Specify:

9. In which community do you stay?Statement

I stay in a ruralcommunity

I stay in anurbancommunityI stay in noneof the abovecommunities

Code

01

03

05

Mark thestatement(s) thatbest describe(s)your community,with a cross (X)

Statement

I stay in aninformalsettlementI stay in afarmingcommunity

Code

02

04

Mark thestatement(s) thatbest describe(s)your communitywith a cross (X)

Specify where do you stay:

10. In which province do you currently live?Province

Eastern Cape

Free State

Gauteng

KwaZulu-Natal

Limpopo

Code

01

02

03

04

05

Mark the provincein which you live,with a cross (X)

Province

Mpumalanga

Northern CapeNorth West

Western Cape

Code

06

07

08

09

Mark theprovince inwhich you live,with a cross (X)

11. Provide the name(s) of your nearest police station(s) according to theprovince in which you currently live:

Name of the nearest policestation

Code

01


Code

02

Website

12.1 Which other province do you mostly reside in during vacations or overthe festive season?

Province

Eastern Cape

Free State

Gauteng

KwaZulu-Natal

Limpopo

Code

01

02

03

04

05

Mark theprovince witha cross (X)

Province

Mpumalanga

NorthernCapeNorth West

WesternCapeNo otherProvince

Code

06

07

08

0910

Mark the provincewith a cross (X)

12.2 If applicable, provide the name(s) of your nearest police station(s)according to the province that you mostly reside in during vacations orover the festive season?


Code

01


Code

02

13 What is the distance from your home to your nearest police station(s)according to the province you currently live in?

Distance

0-5 km

11 -15km

20 - 30 km

Code

01

03

05

Mark thestatement(s) thatbest describe(s) thedistance to yournearest policestation, with a cross(X)

Distance

6 -10 km

16-20kmMore than30 km

Code

02

04

06

Mark thestatement(s) thatbest describe(s) thedistance to yournearest policestation, with a cross(X)

14 If you must go to your nearest police station according to the province youcurrently live in, how would you get there?

Statement

On foot

With publictransportBy horse ordonkey

Code

01

03

05

Mark the statementthat best describeshow you will gotothe nearest policestation, with across (X)

Statement

BybicycleWith owncarOther

Code

02

04

06

Mark the statementthat best describeshow you will go tothe nearest policestation, with a cross(X)

Specify:

Website

15 Did the police assist you in the language of your choice?

Statement

Yes

Code

01


Statement

No

Code

02

Mark thestatement thatbest describesyou, with a cross(X)

16. What is your level of understanding of English?16.1 Speaking

Speaking

GoodFairPoorCannot speak it at all

Code

01020304

Mark the statement thatcross (X)

best describes you, with a

16.2 ReadingReading

GoodFairPoor

Cannot read it at all

Code

01

02

03

04

Mark the statement that best describes you,cross (X)

with a

16.3 WritingWriting Code

Good 01Fair 02Poor 03Cannot write it at all 04

Mark the statement thatcross (X)

best describes you, with a

17. In which other two languages are you able to communicate?Statement

Language 1

Language 2

Code

01

02

Specify the language

18. What is your level of understanding of Language 1 of your choice?StatementLanguage 1

Speak

Read

Write

Level

Good

Good

Good

Code

01

04

07

Markwith aX

Level

Fair

Fair

Fair

Code

02

05

08

Markwith aX

Level

Poor

Poor

Poor

Code

03

06

09

MarkwithaX

Website

19. What is your level of understanding of Language 2 of your choice?StatementLanguage 1

Speak

Read

Write

Level

Good

Good

Good

Code

01

04

07

Markwith aX

Level

Fair

Fair

Fair

Code

02

05

08

Markwith aX

Level

Poor

Poor

Poor

Code

03

06

09

Markwith aX

Section B: Experience regarding the SAPS's service

Please indicate the nature of your experience of the SAPS' service by making a

cross (X) in the applicable block.

1. When last did you experience the SAPS service?Distance

Less than amonth ago

Six to 12months ago

Code

01

03

Mark thestatement thatbest describesyour lastexperience withthe SAPS, with across (X)

Distance

Less than sixmonths

More than ayear

Code

02

04

Mark the statementthat best describesyour last experiencewith the SAPS, with across (X)

2. In which province did you last experience service by the SAPS?Province

Eastern Cape

Free State

Gauteng

KwaZulu-Natal

Limpopo

Code

01

02

03

04

05

Mark theprovince inwhich youlive, with across (X)

Province

Mpumalanga

Northern Cape

North West

Western Cape

Code

06

07

08

09

Mark theprovince inwhich you live,with a cross (X)

Website

3. At which police station or policing area did you last experience service fromthe SAPS?

Name of the police station orpolicing area

Code

01

Name of the police stationor policing area

Code

02

4.Where did you last experience service from the SAPS?Statement

At the police station

At a satellite police station

At a crime scene that took place outside myresidence

At a crime scene took place inside myresidence

Other

Code

01

02

03

04

05

Mark the statement(s) mostapplicable to you, with a cross(X)

Specify:

5. Why were you last assisted by the police?Statement

I was reporting a crime

I was seeking immediate assistance

I was reporting an incident in my area

I was seeking information

I was certifying copies

I was giving a statement/an affidavit

Other

Code

01

02

03

04

05

06

07

Mark the statement(s) mostapplicable to you, with a cross(X)

Specify:

Website

6. What type of client were you at the time of the service?Statement

1 was a victim

1 was a witness

1 was supporting a victim

1 was a suspect

1 was giving information

1 was providing a service to the SAPS

Other

Code

01

02

03

04

05

06

07

Mark the statement(s) that bestdescribe(s) you, with a cross (X)

Specify:

7. What type of crime was involved when you received service from the SAPS?Type of Crime

Assault

Burglary

Child abuse

Domestic violenceFraud

Hijacking

Human trafficking

Missing person

Other

Code

01

02

03

04

05

06

07

08

17

Mark the typeof crime with across (X)

Type of rime

Rape

Robbery

Sexual assault

Stock theft

Theft

Vehicle collision

Violent protest

Not applicable

Code

09

10

11

12

13

14

15

16

Mark the typeof crime witha cross (X)

Specify:

Section C: Police response to incidents of crime1. How fast did you report the incident/crime to the police?

Rate of reporting

In less than an hour

In less than 12 hours

After 24 hours

Cannot recall

Code

01

03

05

07

Mark the mostappropriatestatement witha cross (X)

Rate ofreporting

In less than sixhoursBetween 12 and24 hoursAfter a week

Not applicable

Code

02

04

06

08

Mark themostappropriatestatementwith a cross(X)

Website

2. How did you report the incident/crime?Rate of reporting

Went to the policestation myselfStopped the policewhile on patrolNot applicable

Code

01

03

05


Rate ofreporting

Called the police

Wrote to thepoliceOther

Code

02

04

05


Specify:

3. How long after you reported the incident, did the police respond?Rate of response

In less than an hour

In less than 12 hours

After 24 hours

Cannot recall

Code

01

03

05

07


Rate ofresponse

In less than sixhoursBetween 12 and24 hoursAfter a week

Not applicable

Code

02

04

06

08


4. What is the status of the case/incident you reported?Status ofcase/incident

Never received anyfeedbackPending underinvestigationWithdrawn

Do not know

Code

01

03

05

07


Rate ofcase/incident

Pending at court

Concluded

Cannot recall

Not applicable

Code

02

04

06

08


5. If concluded, how was the case/incident concluded?Conclusion of case

Never received anyfeedback

It was withdrawn

Offender found not

Code

01

03

05

Mark the mostappropriatestatement with across (X)

Conclusion ofcase

Prosecutordeclined toprosecuteOffender foundguiltyCannot recall

Code

02

04

06

Mark the mostappropriatestatement with across

Website

guiltyDo not know 07 Not applicable 08

Section D: Level of satisfaction with the conduct of the police whodealt with the client's situation.

1. How satisfied were you with the level of fairness during your first contactwith the police regarding your case/incident?

Extremely satisfied

Not sure

Extremely dissatisfied

01

04

07

Satisfied

Slightlydissatisfied

02

05

SlightlysatisfiedDissatisfied

03

06

2. How satisfied were you with the level of knowledge displayed by thepolice official/s who attended to your case/incident?

Extremely satisfied

Not sure


01

04

07

Satisfied


02

05


03

06

3. How satisfied were you with the level of professionalism displayed by thepolice officials who attended to your case/incident?

Extremely satisfied

Not sure


01

04

07

Satisfied


02

05


03

06

4. How satisfied were you with the level of good manners displayed by thepolice official/s who attended to your case/incident?

Extremely satisfied

Not sure


01

04

07

Satisfied


02

05


03

06

5. How satisfied were you with the level of compassion shown to you by thepolice official/s when dealing with your case/incident?

Extremely satisfied

Not sure


01

04

07

Satisfied


02

05


03

06

6. How satisfied are you with the police's response to the crime scene?Website

Extremely satisfied

Not sure


01

04

07

Satisfied


02

05


03

06

7. How satisfied are you with the police's response time to answer telephonecalls?

Extremely satisfied

Not sure


01

04

07

Satisfied


02

05


03

06

Please indicate the extent to which you are satisfied with the service rendered bythe SAPS, by marking your level of satisfaction with a cross (X)

Section E: How do you rate your general confidence and trust in thepolice, as well as their conduct?Statement

1. The policearecommitted todo their job

2. lamcomfortablecontactingthe police toshareinformationabout crime

3. The policetreat victimswith respect

4. The policearetrustworthy

5. The policeare honest

6. Policeofficial/sconduct isfair towardvictims

7. 1 amconfidentabout theability of thepolice

8. The policeare willing tolisten to

Extremelysatisfied1

Satisfied

2

Slightlysatisfied3

Notsure4

Slightlydissatisfied5

Verydissatisfied6

Extremelydissatisfied7

Website

victims'problems

9. The policeinform me ofprogresswithcomplaints

Statement

10. The policearrestcriminals

11. The policehave enoughresources todo their work

12. The policeare usingtheir Stateresources tofight crime

Extremelysatisfied

1

Satisfied

2

Slightlysatisfied

3

Notsure

4


5

Verydissatisfied

6

Extremelydissatisfied

7

Section F: How do you rate the police's involvement in yourcommunity?Statement

13. The policeare visiblein mycommunity

14. The policeareworkingwith thecommunityto fightcrime

15. The policehold crimeawarenesscampaignsin ourcommunity

16. The policeappreciatethecontribution by theCommunity PolicingForum infightingcrime

17. The policeappreciate

Extremelysatisfied

1

Satisfied

2

Slightlysatisfied

3

Notsure

4


5

Verydissatisfied

6

Extremelydissatisfied

7

Website

thecontribu-tion of thecommunityin fightingcrime

Section G: Your comments and input regarding the followingquestions, will be greatly appreciated:1. How would you describe your experience with the SAPS?

2. What do you think the SAPS needs to do to improve its service to the victims of crime, andits clients?

Website

3. What type of crime do you think the police are failing to deal with in your community?

4. What do you consider to be the most common sources of crime in your community?

5. What do you think the SAPS needs in order to reduce crime levels in your community?

Thank you for your time and your commitment to improve policing servicesand fighting crime.

Website

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