Tuesday, 18 December 2012

Police introduce customer satisfaction survey system

A customer satisfaction survey system (STKP) with short message service (SMS) has been introduced by the police to determine how the public rates the force's service and response.

Inspector-General of Police Tan Sri Ismail Omar explained that the service rating ranges from one (very satisfactory) to four (not satisfactory) for all police stations and contingents nationwide.

He said the feedback could help the force identify areas for improvement, especially at the counters.

“For example, police personnel taking down reports must treat the public in a friendly and sympathetic manner and not be high-handed.

“So, if a member of the public is unhappy with the service, they can evaluate and the police force can improve on it,” he added.

The system was introduced following the success over the use of 165 STKP evaluation kiosks at 82 police stations in Selangor last year.

The system was implemented in cooperation with the Home Ministry and is an initiative under the Reducing Crime NKRA.

Ismail said the public could send their SMS by typing PDRM (space) report number (related to the service for lodging of police reports) (space) rating and send to 15888.

Bukit Aman management director Datuk Mortadza Nazarene said that positive responses were received from clients of the police force from January to October this year.

He said based on four categories of evaluation, 90.16% of clients gave the force a “very satisfactory” score while 9.67% gave it a “satisfactory” score.


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