FROM:          Jonathan R. Wheeler

DATE:          April 22, 2015

SUBJECT:     2015 Triennial Citizen Satisfaction Survey Analysis

 

Introduction

The Citizen Satisfaction Survey is conducted by this agency every three years in accordance with General Order 500.01 and CALEA Standard 45.2.4 (B). The purpose of the survey is to document citizen perception of and satisfaction with overall department performance, overall competence of employees, attitudes and behavior toward citizens, safety and security within the City, and recommendations and suggestions for improvement.

Demographics

                                                                                       

  • The City of Warwick is the second largest City in the State at 35.05 square miles
  • The City of Warwick has an estimated population of 81,971.
    • Persons under 18: 19.1 %
    • Persons 65 years or older: 17.1 %
  • The City of Warwick has 37,730 Housing Units, 72.7 % of which are owner occupied
  • 90.7 % of Warwick residents over the age of 25 are High School Graduates or higher
  • The median value of owner-occupied homes is $ 207,700

Sample

In previous iterations of this survey, potential participants were selected from the City motor vehicle tax rolls. Survey cards were mailed to 10 % of those selected randomly for the tax rolls. A total of 2,000 survey cards were sent out. A total of 160 citizens and business responded.

This cycle, it was determined that with the ubiquitousness of the internet and the increasing likelihood of spontaneous responses, we would rely on citizens and business being proactive in their desire to provide feedback.

This cycle saw a total of 117 responses.

Survey Results

To better analyze the results of the Survey, the questions and their responses were grouped into the following categories.

  • Respondent Demographics
  • Safety and the Perception Thereof
  • Professionalism, Competency and the Perception Thereof
  • Crime and the Perception Thereof
  • Free form literals

Respondent Demographics

Age

    

Tenure in Warwick

18 - 30

9.4%

    

< 1 Year

3.5%

31 - 50

37.6%

    

1 - 5 Years

8.6%

51 - 70

47.0%

    

6 - 10 Years

8.6%

> 71

6.0%

    

> 11 Years

80.3%
           

Gender

    

Household Size

Female

55.6%

    

1 - 2

48.2%

Male

39.3%

    

3 - 5

47.3%

No Answer

5.1%

    

> 6

4.5%
           

Home Ownership

    

WPD Contact w/in year

Own

93.2%

    

Yes

69.2%

Rent

6.8%

    

No

30.8%


Safety and the Perception Thereof

  • I feel safe in my house.
    • Disagree/Strongly Disagree                2.6 %
    • Agree/Strongly Agree                         97.4 %
    • No Opinion                                         0.0 %
  • I feel safe walking alone in my neighborhood.
    • Disagree/Strongly Disagree                10.3 %
    • Agree/Strongly Agree                         89.7 %
    • No Opinion                                         0.0 %
  • I take self-protective measures to prevent crime.
    • Disagree/Strongly Disagree                0.9 %
    • Agree/Strongly Agree                         99.1 %
    • No Opinion                                         0.0 %
  • The Warwick Police Department does a good job keeping Warwick residents safe.
    • Disagree/Strongly Disagree                0.9 %
    • Agree/Strongly Agree                         99.1 %
    • No Opinion                                         2.6 %
  • Warwick is generally a safe community.
    • Disagree/Strongly Disagree                4.3 %
    • Agree/Strongly Agree                         95.7 %
    • No Opinion                                         0.0 %
  • I am satisfied with Warwick’s quality of life.
    • Disagree/Strongly Disagree                12.8 %
    • Agree/Strongly Agree                         85.5 %
    • No Opinion                                         1.7 %

Professionalism, Competency and the Perception Thereof

  • The Warwick Police Department keeps citizens informed about crime in Warwick
    • Disagree/Strongly Disagree                10.2 %
    • Agree/Strongly Agree                         83.8 %
    • No Opinion                                         6.0 %
  • Warwick Police officers are courteous.
    • Disagree/Strongly Disagree                6.0 %
    • Agree/Strongly Agree                         88.8 %
    • No Opinion                                         6.0 %
  • Warwick Police officers perform their duties to the best of their ability.
    • Disagree/Strongly Disagree                4.3 %
    • Agree/Strongly Agree                         87.2 %
    • No Opinion                                         8.6 %
  • Warwick Police officers treat residents fairly and just.
    • Disagree/Strongly Disagree                6.8 %
    • Agree/Strongly Agree                         86.3 %
    • No Opinion                                         6.8 %
  • Warwick Police officers are professional in their conduct.
    • Disagree/Strongly Disagree                7.7 %
    • Agree/Strongly Agree                         83.8 %
    • No Opinion                                         8.5 %
  • Overall, the Warwick Police Department performs its job well.
    • Disagree/Strongly Disagree                5.1 %
    • Agree/Strongly Agree                         92.3 %
    • No Opinion                                         2.6 %
  • I have confidence in the Warwick Police Department.
    • Disagree/Strongly Disagree                7.7 %
    • Agree/Strongly Agree                         90.6 %
    • No Opinion                                         1.7 %
  • Warwick Police officers are professional in their appearance.
    • Disagree/Strongly Disagree                1.7 %
    • Agree/Strongly Agree                         94.9 %
    • No Opinion                                         3.4 %
  • Warwick Police officers respond promptly when called.
    • Disagree/Strongly Disagree                8.5 %
    • Agree/Strongly Agree                         85.5 %
    • No Opinion                                         6.0 %

Crime and the Perception Thereof

When asked to identify certain issues as being a problem in Warwick, respondents indicated the following:

Not a Problem at All

  

Somewhat a Problem

  

Very Much a Problem
               

Loitering

55.6%

  

Theft/Burglary

70.9%

  

Traffic Issues

34.2%

Noisy Neighbors

48.7%

  

Juvenile Crime

70.9%

  

Drugs

26.5%

Public Drunkenness

48.7%

  

Domestic Violence

66.7%

  

Theft/Burglary

18.0%

Violent Crime

33.3%

  

Vandalism

64.1%

  

Vandalism

13.7%

Domestic Violence

20.5%

  

Drugs

59.0%

  

Domestic Violence

12.8%

Vandalism

20.5%

  

Violent Crime

59.0%

  

Juvenile Crime

12.8%

Illegal Dumping

18.0%

  

Traffic Issues

52.1%

  

Illegal Dumping

12.0%

Juvenile Crime

16.2%

  

Public Drunkenness

44.4%

  

Noisy Neighbors

9.4%

Traffic Issues

13.7%

  

Noisy Neighbors

41.9%

  

Violent Crime

7.7%

Drugs

13.7%

  

Loitering

37.6%

  

Public Drunkenness

5.2%

Theft/Burglary

8.6%

  

Illegal Dumping

18.0%

  

Loitering

5.1%

 

Samples of Verbatim Literals

  • POOR customer service in front lobby. Rude, condescending, disrespectful and endless waiting. I had to do business with you twice this year for two separate situations and received the same service both times
  • Be more friendly not so stoic
  • Background checks are really easy in Warwick
  • Officers should not be wearing ear buds during traffic duty
  • Keep up the great work!
  • I only have a problem when entering the WPD building the first person you speak with on the left is not a very happy person and I think that is a bad first impression for the WP. Need someone with a personality
  • I would like to see more neighborhood patrols. I know that it may be difficult due to shortages or availability, but it may reduce crime in the neighborhoods
  • Resident over 60 years wouldn't live else where
  • Change the entry area at the station. Very impersonal. Confusing and unnecessarily intimidating. Should be able to speak directly and immediately to a uniformed officer if you've gone to the effort to travel to the police department. Staff should be trained more in customer service.
  • I'd like a refrigerator magnet with phone #'s to call for non-emergency situations sent to all residents. Is that possible?

Major Themes and Observations

  • A matter of concern is that 66.7 % of respondents feel that violent crime is somewhat, or very much, a problem in the City. This perception clearly is not supported by actual crimes reported.
  • Traffic issues continue to be a concern of respondents, with 86.3 % describing them as somewhat, or very much, a problem.
  • An oft noted area of criticism is the lobby, to include the staff, both sworn and civilian, the physical layout, and the utter lack of privacy when reporting a crime.
  • Respondents overwhelming feel safe in the City, and have great confidence in the competency and professionalism of the Warwick Police Department.

Should you need any additional information, please feel free to call upon me.

Respectfully Submitted,

Jonathan R. Wheeler