Home > About us > Publications and statistics > Citizens' Satisfaction Survey reports

Back to Publications and statistics

Citizens' Satisfaction Survey reports

Citizens' Satisfaction Survey reports

Date Published: 
April 2021

Gravitas, an independent social research company, conducted the Citizens’ Satisfaction Survey on behalf of New Zealand Police.

The Citizens’ Satisfaction Survey covers the following topics:

  • Trust and confidence
  • Perceptions of safety
  • Responsiveness in the community
  • Overall satisfaction with the quality of Police service
  • Measures of the Police’s six ‘Commitment of Service’ statements.

The survey has been run since 2008. Gravitas surveyed over 9,000 New Zealanders each year. Participation in the survey was voluntary. It uses a combination of:

  • randomly dialed calls to landlines;
  • mail outs of the survey, using the national electoral rolls inviting people to complete the survey;
  • calls to people who have contacted our Communications Centres and 105 (mobiles, landlines and online reporting); and
  • emails to people who have called or emailed 105.

For the specific purpose of the survey, Police supplied Gravitas with a random sample of names and contact details of people who had contacted us. Gravitas had a strict confidentiality agreement with NZ Police. They used the information Police supplied for the purpose of the survey only. Personal information of survey participants is not disclosed in reporting survey results. All people working on the survey underwent Police vetting.

Police uses the information from the survey to better understand people's expectations of Police and their service user experiences. This helps Police to improve and better target its efforts.

Here are the 2019/20 Citizens’ Satisfaction Survey results.