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PSNI is introducing a new text message based Victim Satisfaction Survey

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PSNI Launch New Text Message Based Victim Satisfaction Survey

The Police Service of Northern Ireland (PSNI) is introducing a new text message based Victim Satisfaction Survey system to replace the current telephone process. The new text message survey will allow victims to provide feedback on the service they have received, at a time that suits them.

Assistant Chief Constable Stephen Martin explains the benefits of the new approach which ‘goes live’ on Thursday 11 February 2016:

“Each year we survey approximately 20,000 victims of crime to monitor satisfaction levels and understand whether or not the PSNI is meeting the public’s expectations. Asking victims about the service they’ve received means we can find ways to improve that service and adapt our approach to suit the needs of the community.

“We recognise that technology plays an increasingly important role in people’s lives and that the public want to be able to interact with information in a way that suits them; at a time that suits them.  As a result, we’ve looked at new ways to deliver the Victim Satisfaction Survey and selected a text message based option to replace the current telephone approach.”

From Thursday 11 February 2016, invitations to participate in the Victim Satisfaction Survey will be sent by text to mobile phone numbers, provided by victims of crime during their initial contact with police.  A text message, will be sent inviting the person to participate, if they accept, four questions will be sent in sequence, as four further text messages.

  1. ‘The officers/staff I met treated me with fairness and respect’
  2. ‘I am satisfied with how well I have been kept informed of the progress of my case’
  3. ‘I am satisfied with my contact with the Police Service of Northern Ireland’
  4. ‘If a family member or friend were a victim of crime in the future, based on this experience, I would recommend they report it to the police’


The survey asks for a scaled response (ratings of one to five) of (5) strongly agree – (4) agree – (3) neither agree nor disagree – (2) disagree – (1) strongly disagree. Text message responses sent by victims are free of charge.

ACC Martin adds: “The survey will be conducted by an independent research company Esendex Limited on PSNI’s behalf.  The survey company operates under strict controls of confidentiality and all data is used only for research purposes.  Currently the telephone survey has, on average, a 10% response rate. As the new text based system can be responded to at an individual’s convenience, it is anticipated response rates will increase to approximately 30%. 

“PSNI is the first police service to adopt a text based approach for victim satisfaction surveys. The system will provide better value for money, with anticipated savings in excess of £70,000 in comparison with the 2014 victim feedback survey costs. In addition the text based survey has been designed to reduce the staff involved in administration, while ensuring that we provide an efficient and effective service focused on Keeping People Safe.”

Victims of incidents of a serious or sensitive nature will be excluded and there is an ‘opt out ‘mechanism for people who do not want to take part in any further surveys or feedback research.

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