EXECUTIVE SUMMARY
In 1990, the Clearwater Police Department
began a semi-annual survey of residents - our 'customers' - to
determine how the department could better serve its citizens;
the survey is thought of as sort of a report card for the Police
Department. The survey became known as the "Customer Satisfaction
Survey," and continues to be held out as a model for mail-out
surveys. The underlying philosophy is that the citizens of Clearwater
are our customers, and as such, we need to know how we are doing.
The initial survey was mailed to approximately
1,100 customers with the hopes of reaching approximately one percent
of the reported population in 1990. Since then, the survey has
grown into a mail-out, targeting nearly 3,300 customers. The return
rate has been overwhelming by industry standards for a mail-out
survey: typically mail-out surveys generate less than a ten percent
return; this year's survey had over 31% returned.
Throughout the years of the survey, the
customers' primary concerns have - for the most part - remained
constant. Respondents have consistently listed traffic, burglary,
drugs, theft, and vandalism as being the most prevalent problems
in their own neighborhoods, problems both real and perceived.
In response to those concerns, the Police
Department developed specific goals and objectives aimed at burglary
prevention and education, and enhanced traffic enforcement. In
1999, as a direct result of the survey, the Department created
a Traffic Section devoted
to traffic enforcement. The 12-person section has two units -
a motorcycle unit and a DUI enforcement unit. The Department as
a whole is on goal to write 50% more traffic citations in 2002
than in 2001, and arrest more than 800 D.U.I. offenders.
Additionally, the Criminal
Investigations Division has taken a very aggressive approach
to burglary (one of the most prevalent property crimes) by combining
forces within the division and working very closely with the Patrol
Division to identify repeat offenders and increase surveillance
in particular 'hot spots' as the need arises.
An overwhelming majority (91%) of those
responding this year indicated they felt Clearwater is a safe
place to live, work or do business. This number is reinforced
with the responses about the customers' own neighborhoods. When
responding to the question asking their belief about the safety
of their own neighborhood, 88.8% of the respondents affirmed their
belief that their neighborhood is safe.
Typically, in years past, citizens' comments
were synopsized for ease of reading. However, this year, as in
the past couple of surveys, the citizens wrote more than ever.
It was felt that any attempt to synopsize the citizens comments
would have detracted from the content of their message. They were
copied and sent to my office for my review.
Many citizens went out of their way to express
their feelings both good and bad about the department. However,
most were extremely complimentary about the department as a whole
and particularly about taking the time to ask them how they felt.
The Customer Satisfaction Survey process
has provided our department numerous benefits. Over the years,
it has provided us with the mechanism to clearly focus our award-winning
community policing strategies and to develop other programs that
help meet the needs of our citizens. From this survey we can only
grow.
To the men and women of the Clearwater Police
Department, on behalf of the City Commission, City Manager, and
myself; thank you for being the professionals you are in the eyes
of our citizens, and for having the courage to "do the right
thing," even in the toughest of times.
SID KLEIN
Chief of Police
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