Police Service Satisfaction Survey and Public Opinion Survey 2018

The Police Service Satisfaction Survey (PSS) and the Public Opinion Survey (POS), conducted roughly every three years, are important tools to gauge public satisfaction with police service, assess public perception of police officer and Force performance, and identify areas of improvement.

To ensure impartiality, independence and credibility for the PSS and POS, the Hong Kong University Public Opinion Programme has been commissioned to conduct the surveys for the 7th consecutive time since 1999.

Key Findings

Police Service Satisfaction Survey (PSS)

Police Service Satisfaction Survey

  • 84% of respondents were either ‘Very Satisfied’ or ‘Quite Satisfied’ with the overall service performance of the Hong Kong Police Force; the highest percentage since the inception of the PSS in 2000.
  • 41% of respondents felt ‘Very Satisfied’; also the highest percentage among all previous surveys.
  • The mean score for overall service satisfaction was 4.18 (out of a maximum 5); the highest score among all previous surveys.
  • The rating of ‘Very Satisfied’ for all the five police service channels surveyed, namely ‘Dialing 999 Hotline’, ‘Contacting Police Officers at Scene’, ‘Going to the Report Room’, ‘Phoning Police Station’ and ‘Visiting the Criminal Investigation Office’, was the highest among all previous surveys.
  • Across all channels of police service, respondents generally agreed that ‘Officers’ Attitude’ and ‘Willingness to help’ are the most important service indicators, followed by ‘Efficiency’ and ‘Professional Knowledge’. ‘Officers’ Attitude’ and ‘Willingness to help’ are also rated as the highest performance areas by respondents, whilst ‘Efficiency’ and ‘Professional Knowledge’ received middle satisfaction ratings.

Public Opinion Survey (POS)

Police Service Satisfaction Survey

  • 79% of respondents were either ‘Very Confident’ or ‘Quite Confident’ of the Hong Kong Police Force. The percentage of ‘Very Confident’ respondents was the highest since the inception of POS in 1999.
  • 92% and 80% of respondents either felt ‘Very Safe’ or ‘Quite Safe’ during Daytime and Nighttime respectively. The percentage of respondents feeling safe during Nighttime was the highest among all previous surveys.
  • The percentage of respondents feeling ‘Very Safe’ during Daytime and Nighttime was the highest among all previous surveys.
  • The mean score for overall safety during Daytime and Nighttime was 4.42 and 4.06 (out of a maximum 5) respectively; the highest scores among all previous surveys.
  • The Overall Performance Score of the Hong Kong Police Force was 73.0 out of 100; the second highest score among all previous surveys.

Conclusion

  • The consistently high ratings in both survey results over a number of years show that the efforts made by the Force to improve police services have been well received by the general public.
  • The findings from both surveys will be carefully considered in ongoing planning and management processes, and will be used to develop strategies for continuous improvement and quality service for the community.
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Remarks: Percentages have been rounded to the nearest whole numbers.