Calgary Police Commission. Annual Citizen Satisfaction Survey Report

Transcription

1 Calgary Police Commission Annual Citizen Satisfaction Survey Report 2016

2 CONTENTS I n t r o d u c t i o n C i t i z e n Perceptions of Crime & Safety C o n f i d e n c e i n t h e C PS C i t i z e n Perceptions of the C PS C o n t a c t with the C PS and Victimization Neighbourhood Traffic Safety Understanding t h e Community Appendices 36 2

3 3 Introduction

4 PROJECT OBJECTIVES To provide good governance, the Calgary Police Commission must be in touch with the needs, experiences and concerns of Calgary citizens. Research Goals To understand and monitor: How citizens perceive the safety of Calgary communities The community concerns that are at the forefront The expectations citizens have from the police service How citizens perceive the quality of services they receive 4

5 RESEARCH OVERVIEW Method Field Dates Sample Size & Distribution* Telephone Interviewing & Quality Control 17 minute telephone survey conducted with a randomly selected sample of City of Calgary residents. June 28 to August 18, Extended interview process over eight weeks designed to minimize the impact of pointin-time events. 1,000 City of Calgary residents 18 years of age or older. Data collected proportionate to gender and the population of CPS district locations. Included both land-line (n=580) and cell phone (n=420). Field supervisors were present at all times to ensure accurate interviewing and recording of responses. A minimum of 10 percent of each interviewer s work was unobtrusively monitored for quality control in accordance with the standards set by the Marketing Research and Intelligence Association (MRIA). Reporting of Results This report contains the results of the 2016 Citizen Survey conducted by Illumina Research Partners on behalf of the Calgary Police Commission. Where possible, results from the 2009 (n=1,006), 2010 (n=1,004), 2011 (n=1,005), 2012 (n=1,002), 2013 (n=1,003), 2014 (n=1,000), and 2015 (n=1,002) Calgary Police Commission Citizen Surveys have been incorporated. Unless otherwise stated, all results presented are on the total sample of Calgary residents. Indicates that tracking is not available due to changes in wording/coding Indicates that tracking is not available because the question is new for 2016 Interpreting Results Differences in results that are statistically significant (95% confidence) are denoted by the following symbols: Indicates significantly higher than 2015 Indicates significantly lower than 2015 Indicates a notable positive trend over time (not a signifier of significance) Indicates a notable negative trend over time (not a signifier of significance) Indicates that base sizes are small and caution should be exercised when drawing conclusions Rounding Errors Some graphs will not show results equal to 100%. In those cases, this is due to the reported numbers being rounded or to the remainder of the sample having responded Don t Know/Refused. Top Box Results Top box scores are the percentage of 9 and 10 ratings on a 10 point scale. They are the best-in-class standard in performance tracking; the most relevant measure for tracking true satisfaction. They indicate very strong, positive opinions and those who are the most satisfied. See Appendix A for more detailed information on methodology. 5

6 6 Citizen Perceptions of Crime & Safety

7 PERCEPTIONS OF SAFETY 95% of citizens continue to agree that Calgary is a safe place to live. The percentage of citizens who strongly agree has been trending down since Figure 1 % Agreement Calgary is a Safe City to Live in 2016: 95% Agree 53% 55% 56% 55% 52% 53% 43% 41% 41% 42% 40% 42% 1% 1% 1% <1% 1% 1% 4% 3% 3% 3% 4% 3% <1% <1% <1% <1% <1% <1% Strongly Disagree Somewhat Disagree Somewhat Agree Strongly Agree Don't Know B1. To begin, would you say you strongly agree, somewhat agree, somewhat disagree or strongly disagree with the statement that Calgary is a safe city to live in? 7

8 PERCEIVED CHANGE IN CRIME RATE Almost one-half of Calgarians feel that crime rates are increasing, and concerns around house break and enters have increased. Table 1 Perceived Crime Safety Issues Total Mentions* Figure 2 Perceived Change in Calgary Crime Rate Safety or Crime of Greatest Concern % 21% 19% B2. B3a. 37% 35% 49% 53% 55% 52% 50% 50% 42% Thinking about the last 12 months, in your opinion are crime rates in Calgary increasing, decreasing, or staying the same? Considering the City of Calgary as a whole, what would you say is the safety or crime issue of greatest concern to you, if any? B3b. What other safety or crime issues come to mind? 25% 22% 21% 11% 10% 6% 3% 4% 5% 2% 2% 3% Increased Stayed the Same Decreased Don't Know Denotes statistically higher than 2015 Denotes statistically lower than House break-ins / break and enter 27% 34% Illegal drug activities 16% 19% None / no issue of great concern 18% 16% Illegal gang activities 18% 16% Theft other than vehicles 11% 13% Traffic violations (speeding, unsafe driving) 13% 11% Theft of vehicles 9% 10% Assault causing injury 9% 8% Murder 6% 6% Gun crime / shootings 8% 5% Maintaining safety in the neighbourhood 1% 4% Damage to property 2% 3% Domestic abuse 2% 3% Sexual assault 2% 3% Violent crimes (general) 2% 3% Organized crime 1% 2% LRT safety 2% 2% Drinking / alcohol-related crime 1% 2% Kidnapping / abductions 1% 2% Don t know 5% 8% Other 3% 5% *Responses 2% or greater based on 2016 total mentions Note: Please see Appendix D for tracking 8

9 PRIORITY SETTING Calgarians believe that, going forward, CPS should focus on addressing general crime prevention and illegal drug activities. Table 2 Priority Setting* Priority Setting First Mention Total Mentions Crime / crime prevention (general) 13% 16% Illegal drug activities 8% 14% Better officers / well-trained / competent / attitude 8% 12% Illegal gang activities 7% 12% Traffic violations (other than driving under the influence) 7% 10% No suggestions (keep up the good work / general positive comment) 9% 9% More visible presence 5% 8% Better communication with the public / more transparency / more accountability 5% 7% Hire more officers / more funding 5% 6% House break-ins / break and enter 2% 4% Safety in public places (downtown, streets) 2% 3% Violent crimes (general) 1% 3% Theft other than vehicles 1% 3% Gun crime / shootings 1% 3% More efforts to reduce crime 2% 2% Not preoccupied with minor crimes / issuing traffic tickets 1% 2% Child abduction / kidnapping / child safety 1% 2% Quicker response time 1% 1% Other 3% 5% Don't Know 16% 16% G1. What do you think the Calgary Police should focus on going forward? [OPEN END] *Responses 1% or greater based on first mention Note: Please see Appendix D for tracking 9

10 10 Confidence in the CPS

11 CONFIDENCE 95% of citizens are confident the CPS can deliver the services needed to make Calgary a safe place to live. Citizens who are very confident has been trending down since Figure 3 Confidence in the CPS 2016: 95% Confident 56% 51% 52% 50% 50% 48% 49% 47% 44% 45% 43% 39% 1% 4% 5% 1% 2% 3% <1% <1% 1% 1% 2% 4% <1% <1% <1% <1% 0% <1% Not at all confident Not very confident Somewhat confident Very confident Don't Know C5. How confident are you that the Calgary Police Service can deliver the services needed to make sure Calgary is a safe place to live? 11

12 REASONS FOR CONFIDENCE On an unaided basis, almost one-half of citizens mention they trust the Calgary police and believe CPS is doing a good job. Table 3 Reason for Confidence Rating* First Mention Total Mentions NET: Positive Sentiment 81% 81% Trust them / they do a good job / the best they can 37% 47% Well-trained / well-managed 11% 14% Positive experiences with police 10% 13% Always available when needed 7% 11% Quick to respond 5% 8% Strong visible presence 4% 6% Hardworking / dedicated 3% 6% Efficient/ competent / helpful / reliable 2% 6% Professional / fair 1% 3% Honest / friendly / courteous 1% 3% NET: Negative Sentiment 12% 14% Overworked / understaffed / underfunded 7% 8% Some officers are not courteous 3% 3% Slow response time 1% 2% Inexperienced / under-trained recruits 1% 1% Not enough visible presence 1% 1% Other 3% 6% DK 5% 5% C5a. Why are/aren t you confident the Calgary Police can deliver the services needed? [OPEN END] *Responses 1% or greater based on first mention 12

13 13 Citizen Perceptions of the CPS

14 CALGARY POLICE PERCEPTION INDEX (CPPI) The Calgary Police Perception Index represents an overall measure of the service s reputation using three key measures. To what extent do you agree or disagree that the Calgary Police Service officers are competent in their duties? CPPI To what extent do you agree or disagree that the Calgary Police Service provides an adequate amount or level of service to the public? Taking into consideration all of the different aspects of the Police and the services provided, how would you rate the Calgary Police overall? See Appendix C for an Explanation of the CPPI Calculation 14

15 CALGARY POLICE PERCEPTION INDEX (CPPI) The Calgary Police Perception Index (CPPI) remains strong in Figure 4 The Calgary Police Perception Index (CPPI) (See Appendix C for an Explanation of the CPPI Calculation) 47% 44% 45% 44% 42% 41% 42% 43% 48% 47% 49% 50% 53% 50% 10% 9% 7% 7% 8% 7% 8% Low CPPI (1-6) Middle CPPI (7-8) High CPPI (9-10) 2010 n= n= n= n= n= n= n=942 D1j. D1b. D3. To what extent do you agree or disagree that the Calgary Police Service officers are competent in their duties? To what extent do you agree or disagree that the Calgary Police Service provides an adequate amount or level of service to the public? Taking into consideration all of the different aspects of the Police and the services provided, how would you rate the Calgary Police overall, using a scale of 1 to 10, where 1 is poor and 10 is excellent? 15

16 CALGARY POLICE PERCEPTION INDEX (CPPI) Citizen perceptions have declined for two of the three measures comprising the Calgary Police Perception Index (CPPI). Figure 5 How would you rate the Calgary Police overall? Figure 6 To what extent do you agree or disagree that the CPS provides an adequate amount or level of service to the public?* Top Box Scores (9-10) 13% 11% 8% 7% 10% 10% 9% 28% 32% 31% 34% 35% 38% 36% Poor (Bottom Box 1-6) 56% 53% 55% 55% 51% 50% 54% n= n=971 n= n= n= n= n=969 (Middle Box 7-8) Figure 7 To what extent do you agree or disagree that the CPS officers are competent in their duties?* Top Box Scores (9-10) 31% 35% 37% 37% 39% 41% 36% 38% 42% 43% 43% 45% 48% 43% Excellent (Top Box 9-10) n= n= n= n= n=970 Denotes statistically higher than 2015 Denotes statistically lower than n= n=961 *Excludes don t know 16

17 OVERALL SATISFACTION Overall satisfaction (very satisfied + satisfied) with the CPS continues to be strong. Calgarians who are very satisfied has been declining since Table 4 Overall Satisfaction (Very Satisfied + Satisfied) Figure 8 Overall Satisfaction Rating Year Overall Satisfaction (Very Satisfied/Satisfied) %* 2016: 94% Satisfied %* 56% 55% 53% 53% 52% 50% 52% 46% 46% 44% 42% 41% 39% 39% % %* % % % 4% 4% 2% 1% 1% 1% 2% 4% 3% 2% 1% 1% 1% 1% 3% 1% <1% 1% 1% <1% <1% Very Dissatisfied Dissatisfied Satisfied Very Satisfied Don't Know % % % % % % % C2a Overall, how satisfied are you with the services provided by the Calgary Police? *NOTE: Percent does not match sum of satisfied and very satisfied due to rounding 17

18 REASONS FOR OVERALL SATISFACTION While many citizens believe CPS does an excellent job, some feel there is room for improvement. Table 5 Reasons for Overall Satisfaction First Mention Total Mentions NET: Positive Sentiment 56% 60% They do a good / excellent job / they do the best they can 33% 41% Positive experiences with the police 6% 8% Good public relations and communication 2% 3% Strong visible presence 2% 4% Always available when needed 2% 5% Honest / friendly / courteous 2% 6% Professional 2% 6% Efficient / competent / helpful / reliable 2% 7% NET: Negative Sentiment 30% 41% They have room for improvement 17% 30% Overworked / understaffed / underfunded 3% 6% Some officers not courteous 2% 3% Other 7% 8% Don't Know 7% 7% D5. Why did you give that rating for the Calgary Police overall? [OPEN END] *Responses 2% or greater based on first mention 18

19 n=969 n=982 n=969 n=970 n=971 n=975 n=974 n=986 n=989 n=991 n=989 n=995 n=994 n=994 n=916 n=904 n=895 n=887 n=907 n=892 n=912 n=981 n=991 n=992 n=992 n=990 n=995 n=993 OFFICER CHARACTERISTICS Perception that officers are ethical has declined. Figure 9 Top Box Scores (9-10) Officer Characteristics Performance* (See Appendix D for full distribution of scores) 47% 49% 44% 44% 46% 44% 46% 47% 48% 49% 50% 46% 48% 41% 43% 45% 43% 43% 40% 40% 40% 37% 39% 40% 40% 39% 33% 35% Officers are respectful Is friendly Officers are ethical Demonstrates the appropriate level of care and concern Denotes statistically higher than 2015 Denotes statistically lower than 2015 C4. D1. Based on your experiences or just your general impressions, please tell us whether you agree or disagree with the following statements. Please use a scale where 1 is strongly disagree and 10 is strongly agree. The Calgary Police Service Next, I am going to read you a number of statements that may describe the Calgary Police. Please rate your level of agreement with each of the following statements. Scale: 1=Strongly disagree / 10=Strongly agree *Excludes don t know 19

20 n=1002 n=1000 n=961 n=960 n=969 n=946 n=970 n=961 n=958 n=909 n=924 n=909 n=918 n=936 n=936 n=927 n=891 n=905 n=875 n=871 n=886 n=866 n=864 n=946 n=945 n=950 n=923 n=940 n=925 n=936 PROFESSIONALISM Perceptions that officers are competent and respond in a fair way when dealing with all segments of the Calgary community declined in Figure 10 Top Box Scores (9-10) Professionalism Performance* (See Appendix D for full distribution of scores) 52% 43% 45% 48% 48% 42% 43% 43% 43% 37% 39% 43% 38% 37% 38% 36% 39% 38% 38% 35% 30% 34% 31% 34% 35% 34% 34% 36% 33% 30% NA Officers are professional Officers are competent in their duties Officers clearly understand Responds in a fair way when my safety needs and concerns dealing with all segments of the Calgary Community Uses its authority and force appropriately CPPI Question Denotes statistically higher than 2015 Denotes statistically lower than 2015 C4. D1. Based on your experiences or just your general impressions, please tell us whether you agree or disagree with the following statements. Please use a scale where 1 is strongly disagree and 10 is strongly agree. The Calgary Police Service Next, I am going to read you a number of statements that may describe the Calgary Police. Please rate your level of agreement with each of the following statements. Scale: 1=Strongly disagree / 10=Strongly agree *Excludes don t know 20

21 n=988 n=996 n=988 n=995 n=997 n=994 n=993 n=915 n=909 n=920 n=913 n=921 n=924 n=919 n=997 n=993 n=999 n=998 n=998 n=997 n=937 n=948 n=953 n=951 n=978 n=969 n=970 n=971 n=981 n=981 n=971 n=970 n=969 n=976 SERVICE Citizen perception of the service provided by the CPS remains strong. Figure 11 Top Box Scores (9-10) Service Performance* (See Appendix D for full distribution of scores) 54% 53% 54% 53% 51% 50% 50% 46% 37% 39% 42% 42% 45% 44% 44% 45% 43% 44% 41% 41% 43% 43% 40% 40% 40% 38% 35% 32% 32% 34% 35% 36% 28% 31% NA Is dedicated to reducing levels of crime Officers are there when I need them Meets my expectations as a police service Responds quickly when needed Provides an adequate amount or level of service to the public CPPI Question Denotes statistically higher than 2015 Denotes statistically lower than 2015 C4. D1. Based on your experiences or just your general impressions, please tell us whether you agree or disagree with the following statements. Please use a scale where 1 is strongly disagree and 10 is strongly agree. The Calgary Police Service Next, I am going to read you a number of statements that may describe the Calgary Police. Please rate your level of agreement with each of the following statements. Scale: 1=Strongly disagree / 10=Strongly agree *Excludes don t know 21

22 n=986 n=989 n=986 n=993 n=991 n=995 n=991 n=904 n=922 n=900 n=893 n=903 n=895 n=893 n=988 n=980 n=986 n=979 n=985 n=980 n=974 n=932 n=941 n=961 n=932 n=944 n=940 n=932 n=929 n=952 n=939 n=948 n=967 n=965 n=957 IN THE COMMUNITY Citizen perceptions that the CPS supports the community and that community police facilities make it easy to access police services have declined in Figure 12 Top Box Scores (9-10) In The Community Performance* (See Appendix D for full distribution of scores) 51% 52% 51% 51% 48% 46% 44% 48% 39% 40% 41% 41% 39% 40% 39% 35% 37% 33% 32% 35% 35% 36% 32% 33% 36% 32% 32% 32% 32% 31% 28% 32% 34% 29% 29% Supports the community The community police facilities make it easy to access police services Maintains appropriate visibility in the community Adequately communicates crime issues and trends to the community Uses crime prevention measures and programs effectively Denotes statistically higher than 2015 Denotes statistically lower than 2015 C4. D1. Based on your experiences or just your general impressions, please tell us whether you agree or disagree with the following statements. Please use a scale where 1 is strongly disagree and 10 is strongly agree. The Calgary Police Service Next, I am going to read you a number of statements that may describe the Calgary Police. Please rate your level of agreement with each of the following statements. Scale: 1=Strongly disagree / 10=Strongly agree *Excludes don t know 22

23 CAPACITY Citizen perception that the CPS is adequately staffed continues to receive the lowest score of all attributes measured. Figure 13 Top Box Scores (9-10) Capacity Performance* (See Appendix D for full distribution of scores) 13% 14% 14% 15% 19% 17% 18% n=941 n=918 n=934 n=921 n=963 n=933 n=923 Is adequately staffed Denotes statistically higher than 2015 Denotes statistically lower than 2015 C4. Based on your experiences or just your general impressions, please tell us whether you agree or disagree with the following statements. Please use a scale where 1 is strongly disagree and 10 is strongly agree. The Calgary Police Service *Excludes don t know 23

24 24 Contact with the CPS and Victimization

25 IN-PERSON CONTACT WITH CPS The majority of in-person contact with the CPS was related to an officer being dispatched or following up on an investigation. Table 6 Type of In-Person Contact with CPS Type of In-Person Contact with CPS 2015 n= n=481 Figure 14 Amount of In-Person Contact in 2016 Officer dispatched / follow-up investigation 36% 31% Stopped because of a traffic violation 14% 13% Spoke with an officer on the street (e.g., asked officer for information) Witnessed or was involved in a traffic accident where officer was dispatched 13% 13% 12% 10% 51% 50% Went to a police facility 9% 6% Professional / social capacity (general) 6% 6% No contact with the Calgary Police Service 21% 21% 19% 18% 11% 9% Once 2 or 3 times More than 3 times <1% <1% DK For a criminal record check / clearance 1% 6% Attended a community meeting, crime prevention or educational program, or police presentation 4% 5% Charged by a police officer <1% <1% Submitted a complaint about a neighbour or other citizen -- 2% Encountered a check stop 2% 2% Submitted a complaint about an officer or interaction with the police service -- 1% Other 2% 5% Denotes statistically higher than 2015 Denotes statistically lower than 2015 Don't Know 1% 1% E10a. E11. In the past 12 months, approximately how many times have you had any in-person contact with an Officer or other on-duty employee of the Calgary Police Service? Thinking only about the last contact you had in-person with an Officer or other on-duty employee of the Calgary Police Service, can you tell me what type of contact it was? [OPEN END] 25

26 SATISFACTION WITH IN-PERSON CONTACT Satisfaction with in-person contact remains high in Figure 15 Satisfaction with In-Person Contact 75% 67% 67% 67% 14% 13% 15% 18% 19% 20% 18% 6% 1% 0% 0% 0% Dissatisfied (Bottom Box 1-6) (Middle Box 7-8) Satisfied (Top Box 9-10) Don't Know 2013 n= n= n= n=481 Denotes statistically higher than 2015 Denotes statistically lower than 2015 E12. On a scale from 1 to 10, where 1 is not at all satisfied and 10 is extremely satisfied, how satisfied were you with the in-person contact you had? 26

27 n=497 n=478 n=497 n=480 n=493 n=479 n=490 n=475 n=479 n=459 IN-PERSON OFFICER INTERACTION Scores for in-person interactions with the CPS continue to be strong in Figure 16 Top Box Scores (9-10) In-Person Officer Interaction (See Appendix D for full distribution of scores) 77% 74% 77% 75% 75% 75% 73% 71% 71% 70% The officer was professional The officer was respectful The officer was courteous The officer communicated information clearly The officer was knowledgeable 2015 n= n=481 Denotes statistically higher than 2015 Denotes statistically lower than 2015 E15. Next, I am going to read you a number of statements that may describe the most recent in-person contact you had with the Calgary Police Service. Please rate your level of agreement with each of the following statements. *Excludes don t know 27

28 VICTIMIZATION The percentage of citizens who have been a victim of crime has increased. Figure 17 Victim of a Crime in Past 12 Months Table 7 Type of Crime 91% 88% 90% 88% 86% 87% 2010 n= n= n= n= n= n=na 2016 n=130 Property crime 79% 84% 88% 86% 80% NA 79% Person crime 6% 7% 3% 9% 11% NA 15% 14% 12% 13% 12% 10% 9% <1% <1% <1% NA NA <1% <1% 0% NA Yes No Don't Know Fraud / identity theft Both property and person crime 8% 6% 8% 2% 3% NA 5% 3% 1% 0% 2% 2% NA 0% Other 1% 1% 1% 0% 1% NA 1% Denotes statistically higher than 2014 Denotes statistically lower than 2014 NA Question was not asked this year F1. F2. Personally, have you been a victim of a crime during the last 12 months? Were you the victim of a crime on your person, such as an assault, or property crime such as a break and enter, or another type of crime? 28

29 CRIME REPORTING Did not want to bother the police continues to be the primary reason citizens do not report crimes. Figure 18 Reported Incident to Police Table 8 Reasons for Not Reporting to Police Caution: Small bases 74% 68% 71% 72% 67% 58% Did not want to bother the police/ incident was not serious enough I felt that the police could not do anything 2010 n= n= n= n= n= n=na 2016 n=35 53% 51% 65% 47% 58% - 51% 28% 29% 22% 25% 25% - 11% 43% 32% 33% 26% 28% 27% I dealt with it in another way (private matter that I took care of / reported to another official) 8% 14% 19% 13% 13% - 9% 0% 0% 0% 1% NA NA 1% 0% NA Yes No Don't Know Personal matter / did not feel comfortable discussing the incident with anyone Did not have enough information to report The police were already on scene I called police but waited too long on phone and hung up 3% 4% 11% 0% 8% - 6% % % - 2% % Denotes statistically higher than 2014 Denotes statistically lower than 2014 NA Question was not asked this year F3a. Did you report the incident to the Police? F3b. Why did you NOT report it to the Police? Someone else reported the crime and the police contacted me % - - 3% Other 3% 8% 3% 13% 4% - 6% DK 11% 0% 0% 0% 0% - 3% 29

30 30 Neighbourhood Traffic Safety

31 NEIGHBOURHOOD TRAFFIC SAFETY CONCERNS Over three quarters of citizens feel safe in their neighbourhoods with regard to traffic safety. Table 9 Neighbourhood Traffic Concerns Figure 19 Sense of Neighbourhood Traffic Safety Types of Neighbourhood Traffic Concerns* 2016 n=1000 Speeding (non-specified) 43% 2016: 77% Feel Safe None / no issue of great concern 23% School or playground zone safety issues 13% 37% 40% Careless driving / not following signs or rules (general) 8% Intersection safety issues 7% 23% Pedestrian safety issues (e.g., jaywalking) 6% Need crosswalks, traffic lights or stop signs 6% 0% Distracted driving 5% Not at All Safe (Bottom Box 1-6) (Middle Box 7-8) Extremely Safe (Top Box 9-10) Don't Know Traffic volume / amount of traffic 4% 2016 n=1000 Commuter traffic cutting through neighbourhoods 3% Parking / illegal parking 3% Bicycle safety issues 3% Other 7% L1. L2. We d like you think about traffic in residential areas. In regard to traffic safety, how safe do you feel in your neighbourhood? Please use a scale of 1 to 10 where 1 is not at all safe and 10 is extremely safe. What traffic issues, if any, are of greatest concern to you in your neighbourhood? [OPEN END] *Responses 3% or greater based on total mentions 31

32 NEIGHBOURHOOD TRAFFIC SAFETY SATISFACTION While more than one-third of respondents stated they have no traffic safety concerns, others indicated that speeding and a lack of police presence is affecting their satisfaction with traffic safety in their neighbourhood. Table 10 Reason for Traffic Safety Satisfaction Figure 20 Neighbourhood Traffic Safety Satisfaction Reason for Neighbourhood Traffic Safety Satisfaction* 2016 n=1000 NET: Negative 54% 2016: 75% Satisfied Issues with speeding 23% Always room for improvement 11% Lack of police presence / lack of enforcement 11% 41% Bad drivers don t obey signs / rules 8% 25% 34% Traffic / congestion / commuters cut through my neighbourhood Bad drivers other 5% 7% Not at All Satisfied (Bottom Box 1-6) (Middle Box 7-8) Extremely Satisfied (Top Box 9-10) <1% Don't Know Issues with crosswalks 5% I have witnessed / heard about accidents 5% NET: Positive 47% No issues / everyone follows the rules / haven t seen any 37% 2016 n=1000 Quiet neighbourhood / not a lot of traffic 10% Satisfied with police presence / enforcement / issues being addressed No issues with speeding (specified) 4% 6% L3. L4. Using a scale of 1 to 10 where 1 is not at all satisfied and 10 is extremely satisfied, how satisfied are you with the traffic safety in your neighbourhood? Why did you give that rating for your satisfaction with traffic safety in your neighbourhood? [OPEN END] Other 4% Don t know / Refused 3% *Responses 3% or greater based on total mention 32

33 33 Understanding the Community

34 UNDERSTANDING THE COMMUNITY Most citizens agree that the CPS has a good understanding of their community and its concerns. Figure 21 % Agreement - The CPS Has a Good Understanding of My Community and its Concerns 2016: 92% Agree* 56% 35% 1% 2% 5% Strongly Disagree Somewhat Disagree Somewhat Agree Strongly Agree Don't Know 2016 n=1000 *NOTE: Percent does not match sum of somewhat agree and strongly agree due to rounding M1 We d like to ask about your community. When we say community, we mean a group of people that you may identify with because you share the same race, ethnicity, gender, sexual orientation, religious beliefs or neighbourhood. Would you say you strongly agree, somewhat agree, somewhat disagree or strongly disagree with the statement that The Calgary Police Service has a good understanding of your community and its concerns? 34

35 UNDERSTANDING THE COMMUNITY Citizens stated that the CPS provides them with good service, makes them feel safe, and that officers understand their community. Table 11 Reasons for Rating of CPS has a Good Understanding of Your Community Total Mentions* n=951 NET: Positive Sentiment 57% Good service / no crime issues / they do a good job (general) 13% I have not had a bad experience / feel safe / trust them 13% Officers understand the needs of my community / interact with citizens 11% Satisfied with police presence / active within community 10% Officers are responsive / address issues 9% Officers are understanding / accommodating / tolerant / fair 5% Officers are helpful / polite / answer questions 5% Police force works well with community organizations / government 4% Officers are professional / well-trained 3% NET: Neutral Sentiment 21% Based on my experience / general impression 7% I am not a visible minority / not part of a minority group 7% Based on word of mouth 3% NET: Negative Sentiment 19% Room for improvement / nobody is perfect 6% Lack of police presence / lack of involvement 5% Poor service intolerant / cultural issues 3% Other 3% DK 10% *Responses 3% or greater based on total mentions M2 Why do you say that you [INSERT M1] that the Calgary Police Service has a good understanding of your community and it s concerns? [OPEN END] 35

36 36 Appendices

37 Appendix A: Research Methodology 37

38 DETAILED METHODOLOGY Sampling The 2016 CPC Citizen Annual Survey was conducted between June 28 and August 18, 2016 with a sample of 1,000 City of Calgary residents aged 18 years of age or older. Data was collected proportionate to gender and the population of CPS District Locations. To increase representation of younger age groups who may not have a land-line, the sample included 580 land-line and 420 cellphone users as well as age quotas. Because the responses from the cellphone sample were not significantly different when compared to the land-line sample, cellphone and land-line respondents were combined rather than reported separately. The survey was conducted via Computer-Assisted Telephone Interviewing (CATI) to randomly selected Calgarians with listed and unlisted landline and cellphone numbers. Eight call backs were made to each listing before replacing with an alternate phone number. Interviews took an average of 17 minutes to complete. Limitations This survey is conducted over eight weeks to minimize the impact of point-in-time events. Interpretation of Results Given the population of Calgary (1,096,833 based on the 2011 Census) with a sample size of 1,000 interviews, the results are predicted to be accurate for the general population to within +/- 3.1% 19 times out of 20 (a 95% confidence level). When results are analyzed within each segment, the margin of error becomes larger due to smaller sample sizes. Some graphs will not show results equal to 100%. This is due to rounding or to the remainder of the sample having responded Don t Know/Refused. Unless otherwise stated, results are presented on the total sample of Calgary residents. 38

39 SAMPLE DISTRIBUTION Sample Distribution City of Calgary residents 18 years of age or older Data collected proportionate to the population of CPS District Locations Methodology Changes Fewer Calgarians have a landline telephone, especially younger age groups. In 2014, the sample was divided between landline (n=700) and cellphone (n=300) numbers to reach younger demographic groups. This was continued in In 2016 a larger number of cellphone numbers were contacted (land-line n=580 and cell phone n=420). In 2013 and 2012, age quotas based on 2011 results were introduced to reduce the impact of fewer younger Calgarians having a land-line telephone. Quotas were not used in 2014 or In 2016 age quotas were again used to reach younger Calgarians. These changes in methodology do not impact comparability to previous years data. Table 12 Distribution of sample by district District Location % of City of Calgary Population n District 1 6% 61 District 2 14% 144 District 3 10% 103 District 4 7% 73 District 5 12% 119 District 6 12% 115 District 7 22% 217 District 8 17% 168 Total 100%

40 TOP BOX REPORTING Top box reporting (focusing on 9 and 10 ratings) is a high standard that makes the results more focused and actionable. Top Box Results Top box results (% of 9 and 10 ratings) are recommended and used rather than mean scores or as a supplement to mean scores. Top box ratings are the best-in-class standard in performance tracking; the most relevant measure for tracking true satisfaction. Research has shown that top box ratings (% of 9 and 10 ratings) are awarded by individuals who have very strong, positive opinions. They are the most satisfied and least likely to change their opinions. By collapsing the value ranges into a top box, research results become more focused, clear and actionable. 1 to 6 Ratings Unaware, don t care or unsatisfied. 7 to 8 Ratings Satisfied, but not committed. 9 to 10 Ratings Satisfied and committed Not at all Satisfied Very Satisfied Scale Throughout the survey, rating scales of 1 to 10 are used. Unless otherwise noted, rating scales represent: 1=strongly disagree, 10=strongly agree. 40

41 Appendix B: Demographics 41

42 DEMOGRAPHICS Table 13 Demographics Demographics (Total Mentions) 2009 n= n= n= n= n= n= n= n=1000 Gender Male Female Age 18 to to to to to to DK/NA Household Residents by Age Group Under 13 years old Between 13 and 18 years old Between 19 and 44 years old Between 45 and 64 years old 65 years of age or older 50% 50% 50% 50% 50% 50% 50% 50% 50% 50% 50% 50% 50% 50% 50% 50% 5% 3% 3% 4% 4% 6% 6% 8% 9% 10% 7% 7% 6% 13% 11% 15% 16% 14% 13% 13% 14% 16% 17% 19% 26% 23% 22% 22% 20% 18% 17% 19% 20% 24% 23% 24% 21% 19% 21% 16% 12% 13% 16% 17% 17% 15% 15% 14% 10% 12% 14% 12% 15% 10% 11% 8% 2% 2% 3% 1% 2% 3% 2% 2% 25% 19% 18% 17% 19% 24% 23% 25% 18% 17% 14% 15% 15% 15% 15% 18% 51% 49% 43% 42% 41% 54% 51% 58% 58% 58% 57% 58% 55% 53% 52% 51% 27% 31% 36% 35% 41% 32% 32% 30% 42

43 DEMOGRAPHICS Table 14 Demographics Demographics (Total Mentions) 2009 n= n= n= n= n= n= n= n=1000 Coming to Live in Calgary Born in Calgary NA 21% 19% 21% NA NA NA 24% Born in another part of Alberta and moved to Calgary Born in another part of Canada and moved to Calgary NA 19% 16% 16% NA NA NA 15% NA 39% 42% 40% NA NA NA 35% Born in another country NA 21% 22% 23% NA NA NA 27% Don t know /Refused NA <1% 1% 1% NA NA NA <1% Member of a Visible Minority Group Yes 17% 13% 15% 13% NA NA NA 21% No 82% 86% 83% 86% NA NA NA 78% Don t Know /Refused 1% 1% 1% 1% NA NA NA 1% 43

44 Appendix C: CPPI Calculation 44

45 CALGARY POLICE PERCEPTION INDEX (CPPI) The Calgary Police Perception Index (CPPI) represents an overall measure of the service s reputation and allows for a) a comparison of perceptions between key demographic groups and b) for tracking over time to identify changes in community perceptions. The index uses three key perception measures to profile citizens overall opinions of the CPS. The questions used are illustrated in the diagram to the right. Advanced analytics were used to develop the CPPI and to capture the three measures which represent the strongest combination of factors. Calculation of the Calgary Police Perception Index (CPPI) Officer Competence Low High Level of Service Overall Rating The CPPI is calculated as follows: each individual s score from the 3 component questions are combined and divided by the total number of questions. This results in an index score for Calgary Police Perception. 45

46 Appendix D: Additional Reporting 46

47 SAFETY OR CRIME ISSUE OF GREATEST CONCERN Table 15 Safety or Crime Issue of Greatest Concern First Mention* Safety or Crime Issue of Greatest Concern 2009 First Mention n= First Mention n= First Mention n= First Mention n= First Mention n= First Mention n= First Mention n= First Mention n=1000 None / no issue of great concern 10% 12% 14% 15% 19% 20% 18% 16% House break-ins / break and enter 6% 13% 19% 14% 15% 19% 15% 21% Illegal gang activities 46% 24% 18% 24% 16% 8% 12% 11% Illegal drug activities 8% 13% 12% 9% 10% 7% 8% 10% Theft other than vehicles 1% 2% 2% 2% 4% 4% 5% 6% Traffic violations (speeding, unsafe driving) 2% 3% 4% 4% 6% 6% 6% 4% Gun crime / shootings 2% 1% 1% 2% 1% 1% 6% 3% Theft of vehicles 1% 1% 1% 2% 2% 2% 3% 3% Assault causing injury 3% 3% 4% 5% 4% 8% 5% 3% Murder 1% 1% <1% 1% 1% 3% 3% 2% Maintaining safety in the neighbourhood <1% <1% <1% <1% <1% <1% <1% 2% Other 2% 1% <1% 1% 1% 2% <1% 2% Don t know 3% 4% 4% 2% 4% 3% 3% 4% Denotes statistically higher than 2015 Denotes statistically lower than 2015 B3A. Considering the City of Calgary as a whole, what would you say is the safety or crime issue of greatest concern to you, if any? *Responses 2% or greater based on total mentions in

48 SAFETY OR CRIME ISSUE OF GREATEST CONCERN Table 16 Safety or Crime Issue of Greatest Concern Total Mentions* Safety or Crime Issue of Greatest Concern 2009 Total Mention n= Total Mention n= Total Mention n= Total Mention n= Total Mention n= Total Mention n= Total Mention n= Total Mention n=1000 House break-ins / break and enter 22% 30% 35% 30% 27% 31% 27% 34% Illegal drug activities 21% 25% 23% 19% 18% 13% 16% 19% None / no issue of great concern 10% 12% 14% 15% 19% 20% 18% 16% Illegal gang activities 54% 33% 25% 32% 22% 13% 18% 16% Theft other than vehicles 6% 7% 5% 9% 11% 12% 11% 13% Traffic violations (speeding, unsafe driving) 12% 15% 15% 15% 17% 16% 13% 11% Theft of vechicles 6% 8% 7% 7% 8% 7% 9% 10% Assault causing injury 8% 7% 9% 12% 10% 14% 9% 8% Murder 3% 3% 2% 3% 3% 6% 6% 6% Gun crime / shootings 6% 4% 3% 4% 2% 3% 8% 5% Maintaining safety in the neighbourhood <1% <1% <1% <1% <1% <1% 1% 4% Domestic abuse 2% 2% 2% 2% 2% 2% 2% 3% Violent crimes (general) 1% 2% 1% 1% 2% 1% 2% 3% Sexual assault 3% 2% 2% 7% 3% 3% 2% 3% Damage to property 2% 5% 4% 4% 3% 4% 2% 3% Drinking / alcohol-related crime % 2% 1% 1% 2% LRT Safety 2% 3% 4% 3% 3% 4% 2% 2% Organized crime 1% 1% 1% 1% 1% 1% 1% 2% Kidnapping / abductions % 1% 2% Other 3% 1% 1% 2% 2% 4% 5% 5% Don t know 5% 4% 4% 4% 6% 6% 5% 8% B3A. B3B. Considering the City of Calgary as a whole, what would you say is the safety or crime issue of greatest concern to you, if any? What other safety or crime issues come to mind? Denotes statistically higher than 2015 Denotes statistically lower than 2015 *Responses 2% or greater based on total mentions in

49 PRIORITY SETTING Table 17 Priority Setting First Mention* Priority Setting 2010 n= n= n= n= n= n= n=1000 Crime / crime prevention (general) 4% 9% 11% 12% 14% 12% 13% No suggestions (keep up the good work / general positive comment) 4% 9% 9% 9% 4% 7% 9% Improve officers training / competence 2% 4% 3% 5% 4% 7% 8% Illegal drug activities 9% 9% 8% 7% 5% 5% 8% Illegal gang activities 21% 14% 16% 7% 7% 9% 7% Traffic violations (speeding, unsafe driving) 6% 4% 6% 5% 8% 5% 7% More visible presence 5% 6% 4% 6% 8% 7% 5% Better communication with the public / more transparency / more accountability 3% 4% 5% 7% 4% 7% 5% Hire more officers / more funding 16% 13% 11% 8% 10% 4% 5% Safety in public places (downtown, streets) 7% 6% 2% 2% 6% 7% 2% More efforts to reduce crime 2% 2% 1% 5% 5% 4% 2% House break-ins / break and enter <1% 1% 1% <1% 1% 1% 2% Gun crime / shootings <1% <1% <1% <1% <1% 1% 1% Quicker response time <1% <1% 1% <1% 1% 1% 1% Theft other than vehicles <1% <1% <1% <1% 1% 1% 1% Violent crimes (general) 1% 1% <1% <1% 1% 1% 1% Not preoccupied with minor crimes / issuing traffic tickets 1% 1% 1% 1% 1% <1% 1% Child abduction / kidnapping / child safety 1% 0% <1% <1% 1% <1% 1% Other 1% 1% 1% <1% 1% 1% 3% Don t know 9% 9% 9% 16% 10% 14% 16% G1. What do you think the Calgary Police should focus on going forward? Denotes statistically higher than 2015 Denotes statistically lower than 2015 *Responses 1% or greater based on first mention in

50 PRIORITY SETTING Table 18 Priority Setting Total Mentions* Priority Setting 2010 n= n= n= n= n= n= n=1000 Crime / crime prevention (general) 4% 15% 13% 16% 21% 19% 16% Illegal drug activities 21% 18% 22% 12% 12% 10% 14% Illegal gang activities 28% 23% 28% 12% 13% 13% 12% Improve officers training / competence 3% 6% 5% 9% 8% 13% 12% Traffic violations (speeding, unsafe driving) 10% 9% 11% 10% 14% 9% 10% No suggestions (keep up the good work / general positive comment) 4% 9% 10% 10% 4% 8% 9% More visible presence 8% 10% 8% 11% 17% 12% 8% Better communication with the public / more transparency / more accountability 4% 8% 8% 14% 8% 17% 7% Hire more officers / more funding 17% 15% 14% 10% 13% 8% 6% House break-ins / break and enter 2% 4% 3% 2% 5% 2% 4% Safety in public places (downtown, streets) 9% 9% 4% 8% 14% 15% 3% Gun crime / shootings 1% 1% 2% 2% 2% 4% 3% Violent crimes (general) 1% 3% 5% 1% 3% 2% 3% Theft other than vehicles 1% 1% 1% 1% 1% 1% 3% More efforts to reduce crime 2% 2% 2% 10% 10% 11% 2% Not preoccupied with minor crimes / issuing traffic tickets 2% 2% 3% 2% 2% 2% 2% Child abduction / kidnapping / child safety 2% <1% 1% 2% 2% 1% 2% Domestic violence 1% <1% 1% <1% 1% 1% 2% Other 1% 1% 1% <1% 3% 1% 5% Don t know 9% 9% 9% 16% 10% 14% 16% G1. What do you think the Calgary Police should focus on going forward? Denotes statistically higher than 2015 Denotes statistically lower than 2015 *Responses 2% or greater based on total mentions in

51 OFFICER CHARACTERISTICS Table 19 Officer Characteristics* Performance of the CPS Officers are respectful n=968 n=969 n=982 n=969 n=970 n=971 n=975 n=974 Strongly Agree (Top Box 9-10) 44% 41% 44% 47% 44% 46% 49% 46% Middle Box % 43% 41% 41% 45% 40% 41% 41% Disagree (Bottom Box 1-6) 12% 16% 15% 12% 11% 14% 11% 13% Is friendly Strongly Agree (Top Box 9-10) Middle Box 7-8 NA n=986 n=989 n=991 n=989 n=995 n=994 n=994 NA 44% 46% 47% 48% 49% 50% 48% NA 40% 37% 39% 38% 37% 37% 37% Disagree (Bottom Box 1-6) NA 16% 17% 14% 14% 14% 13% 15% Officers are ethical n=883 n=916 n=904 n=895 n=887 n=907 n=892 n=912 Strongly Agree (Top Box 9-10) 39% 33% 37% 40% 40% 43% 45% 39% Middle Box % 50% 48% 47% 47% 43% 44% 47% Disagree (Bottom Box 1-6) 12% 17% 15% 13% 13% 14% 11% 14% Demonstrates the appropriate level of care and concern Strongly Agree (Top Box 9-10) Middle Box 7-8 Disagree (Bottom Box 1-6) NA n=981 n=991 n=992 n=992 n=990 n=995 n=993 NA 35% 40% 40% 40% 43% 43% 39% NA 47% 43% 44% 47% 41% 43% 45% NA 18% 17% 16% 14% 15% 14% 16% Denotes statistically higher than 2015 Denotes statistically lower than 2015 C4. D1. Based on your experiences or just your general impressions, please tell us whether you agree or disagree with the following statements. Please use a scale where 1 is strongly disagree and 10 is strongly agree. The Calgary Police Service Next, I am going to read you a number of statements that may describe the Calgary Police. Please rate your level of agreement with each of the following statements. Scale: 1=Strongly disagree / 10=Strongly agree *Excludes don t know 51

52 PROFESSIONALISM Table 20 Professionalism* Performance of the CPS Officers are professional NA NA NA NA NA NA n=976 n=976 Strongly Agree (Top Box 9-10) NA NA NA NA NA NA 52% 48% Middle Box 7-8 NA NA NA NA NA NA 39% 40% Disagree (Bottom Box 1-6) NA NA NA NA NA NA 9% 11% Officers are competent in their duties n=936 n=961 n=960 n=969 n=946 n=970 n=961 n=958 Strongly Agree (Top Box 9-10) 43% 38% 42% 43% 43% 45% 48% 43% Middle Box % 50% 46% 48% 47% 45% 44% 45% Disagree (Bottom Box 1-6) 8% 12% 11% 9% 10% 10% 8% 12% Officers clearly understand my safety needs and concerns n=894 n=909 n=924 n=909 n=918 n=936 n=936 n=927 Strongly Agree (Top Box 9-10) 37% 37% 37% 38% 39% 38% 43% 43% Middle Box % 44% 45% 45% 46% 47% 44% 42% Disagree (Bottom Box 1-6) 12% 20% 18% 17% 15% 15% 13% 15% Responds in a fair way when dealing with all segments of the Calgary community Strongly Agree (Top Box 9-10) Middle Box 7-8 Disagree (Bottom Box 1-6) n=862 n=891 n=905 n=875 n=871 n=886 n=866 n=864 31% 30% 34% 36% 31% 34% 39% 34% 52% 48% 45% 46% 51% 47% 45% 45% 17% 22% 21% 18% 17% 19% 16% 21% Uses its authority and force appropriately n=930 n=946 n=945 n=950 n=923 n=940 n=925 n=936 Strongly Agree (Top Box 9-10) Middle Box 7-8 Disagree (Bottom Box 1-6) 31% 30% 34% 35% 33% 35% 38% 36% 51% 48% 45% 47% 51% 45% 47% 44% 18% 23% 20% 18% 16% 20% 15% 20% C4. Based on your experiences or just your general impressions, please tell us whether you agree or disagree with the following statements. Please use a scale where 1 is strongly disagree and 10 is strongly agree. The Calgary Police Service D1. Next, I am going to read you a number of statements that may describe the Calgary Police. Please rate your level of agreement with each of the following statements. Scale: 1=Strongly disagree / 10=Strongly agree Denotes statistically higher than 2015 Denotes statistically lower than 2015 *Excludes don t know 52

53 SERVICE Table 21 Service* Performance of the CPS Is dedicated to reducing levels of crime Strongly Agree (Top Box 9-10) Middle Box 7-8 Disagree (Bottom Box 1-6) NA n=988 n=996 n=988 n=995 n=997 n=994 n=993 NA 50% 53% 53% 51% 54% 54% 50% NA 36% 35% 38% 39% 35% 35% 38% NA 14% 13% 9% 10% 11% 11% 12% Officers are there when I need them n=887 n=915 n=909 n=920 n=913 n=921 n=924 n=919 Strongly Agree (Top Box 9-10) 35% 35% 37% 39% 42% 42% 46% 45% Middle Box % 44% 43% 44% 44% 43% 40% 40% Disagree (Bottom Box 1-6) 20% 21% 20% 17% 14% 15% 14% 15% Meets my expectations as a police service NA NA n=997 n=993 n=999 n=998 n=998 n=997 Strongly Agree (Top Box 9-10) NA NA 44% 44% 44% 45% 43% 43% Middle Box 7-8 NA NA 40% 42% 43% 41% 45% 41% Disagree (Bottom Box 1-6) NA NA 17% 13% 13% 14% 12% 15% Responds quickly when needed NA n=937 n=948 n=953 n=951 n=978 n=969 n=970 Strongly Agree (Top Box 9-10) NA 32% 41% 40% 41% 43% 40% 40% Middle Box 7-8 NA 46% 41% 44% 44% 42% 43% 43% Disagree (Bottom Box 1-6) NA 22% 19% 16% 15% 16% 17% 17% Provides an adequate amount or level of service to the public n=983 n=971 n=981 n=981 n=971 n=970 n=969 n=976 Strongly Agree (Top Box 9-10) Middle Box 7-8 Disagree (Bottom Box 1-6) 28% 28% 32% 31% 34% 35% 38% 36% 57% 55% 53% 53% 53% 50% 49% 49% 15% 16% 15% 17% 13% 15% 13% 14% C4. Based on your experiences or just your general impressions, please tell us whether you agree or disagree with the following statements. Please use a scale where 1 is strongly disagree and 10 is strongly agree. The Calgary Police Service D1. Next, I am going to read you a number of statements that may describe the Calgary Police. Please rate your level of agreement with each of the following statements. Scale: 1=Strongly disagree / 10=Strongly agree Denotes statistically higher than 2015 Denotes statistically lower than 2015 *Excludes don t know 53

54 IN THE COMMUNITY Table 22 In the Community* Performance of the CPS Supports the community NA n=986 n=989 n=986 n=990 n=991 n=995 n=991 Strongly Agree (Top Box 9-10) Middle Box 7-8 Disagree (Bottom Box 1-6) The community police facilities make it easy to access police services Strongly Agree (Top Box 9-10) Middle Box 7-8 Disagree (Bottom Box 1-6) Maintains appropriate visibility in the community Strongly Agree (Top Box 9-10) Middle Box 7-8 Disagree (Bottom Box 1-6) Adequately communicates crime issues and trends to the community Strongly Agree (Top Box 9-10) Middle Box 7-8 Disagree (Bottom Box 1-6) Uses crime prevention measures and programs effectively Strongly Agree (Top Box 9-10) Middle Box 7-8 Disagree (Bottom Box 1-6) NA 44% 51% 48% 51% 51% 52% 48% NA 42% 36% 40% 38% 37% 37% 38% NA 15% 13% 12% 11% 13% 11% 14% n=887 n=904 n=922 n=900 n=893 n=903 n=895 n=893 41% 39% 40% 41% 39% 41% 46% 40% 41% 40% 38% 39% 40% 42% 39% 40% 17% 21% 22% 21% 21% 17% 15% 20% n=978 n=988 n=980 n=986 n=979 n=985 n=980 n=974 28% 31% 32% 35% 35% 35% 39% 36% 46% 45% 44% 42% 45% 46% 44% 45% 26% 23% 24% 22% 20% 19% 16% 20% n=927 n=932 n=941 n=961 n=932 n=944 n=940 n=932 29% 28% 32% 32% 33% 37% 36% 34% 50% 48% 45% 44% 45% 44% 44% 44% 21% 24% 24% 24% 22% 20% 20% 22% NA n=929 n=952 n=939 n=948 n=967 n=965 n=957 NA 29% 32% 32% 32% 33% 32% 29% NA 49% 48% 50% 49% 47% 49% 48% NA 22% 20% 18% 20% 20% 19% 23% C4. Based on your experiences or just your general impressions, please tell us whether you agree or disagree with the following statements. Please use a scale where 1 is strongly disagree and 10 is strongly agree. The Calgary Police Service D1. Next, I am going to read you a number of statements that may describe the Calgary Police. Please rate your level of agreement with each of the following statements. Scale: 1=Strongly disagree / 10=Strongly agree Denotes statistically higher than 2015 Denotes statistically lower than 2015 *Excludes don t know 54

55 PERFORMANCE Table 23 Performance* Performance of the CPS Is adequately staffed NA n=941 n=918 n=934 n=921 n=963 n=933 n=923 Strongly Agree (Top Box 9-10) NA 13% 14% 14% 15% 19% 17% 18% Middle Box 7-8 NA 31% 34% 38% 38% 43% 43% 41% Disagree (Bottom Box 1-6) NA 57% 52% 48% 47% 38% 40% 41% C4. Based on your experiences or just your general impressions, please tell us whether you agree or disagree with the following statements. Please use a scale where 1 is strongly disagree and 10 is strongly agree. The Calgary Police Service D1. Next, I am going to read you a number of statements that may describe the Calgary Police. Please rate your level of agreement with each of the following statements. Scale: 1=Strongly disagree / 10=Strongly agree Denotes statistically higher than 2015 Denotes statistically lower than 2015 *Excludes don t know 55

56 REASON FOR RATING THE CPS OVERALL Table 24 Reason for rating of CPS overall 2015 n= n=1000 NET: Positive Sentiment 74% 60% They do a good / excellent job / they do the best they can 44% 41% Positive experiences with the police 19% 8% Efficient / competent / helpful / reliable 8% 7% Honest / friendly / courteous 9% 6% Professional 6% 6% Always available when needed 5% 5% Strong visible presence 6% 4% Good public relations and communication 7% 3% Quick to respond 5% 3% Law enforcement / maintain order / support the community 4% 2% They have a very difficult job 3% 2% I admire / respect them 2% 2% Well-trained 1% 2% NET: Negative Sentiment 40% 41% They have room for improvement 21% 30% Overworked / understaffed / underfunded 10% 6% Some officers are not courteous 6% 3% Not enough visible presence 4% 2% Discriminate against ethnic and social groups 2% 2% Slow response time 2% 2% Police did not respond to my concern 2% 2% Too preoccupied with minor crimes / issuing traffic tickets 2% 2% Other 4% 8% Don t know 8% 7% Denotes statistically higher than 2015 Denotes statistically lower than 2015 D5 Why did you give that rating for the Calgary Police overall? *Responses 2% or greater based on

57 NEIGHBOURHOOD TRAFFIC SAFETY Table 25 Neighbourhood Traffic Concerns Table 26 Reason for Neighbourhood Traffic Safety Satisfaction Type of Traffic Concern 2016 n=1000 Reason for Neighbourhood Traffic Safety Satisfaction* 2016 n=1000 Speeding (non-specified) 43% None / no issue of great concern 23% School or playground zone safety issues 13% Careless driving / not following signs or rules (general) 8% Intersection safety issues 7% Pedestrian safety issues (e.g., jaywalking) 6% Need crosswalks, traffic lights or stop signs 6% Distracted driving 5% Traffic volume / amount of traffic 4% Commuter traffic cutting through neighbourhoods 3% Parking / illegal parking 3% Bicycle safety issues 3% Traffic issues with kids at play (e.g. street hockey) 2% Construction issues 2% Signs not visible 1% Motorcycle issues 1% Impaired driving 1% Trucks/commercial vehicles <1% Other 7% Don t know 2% NET: Negative 54% Issues with speeding 23% Always room for improvement 11% Lack of police presence / lack of enforcement 11% Bad drivers don t obey signs/rules 8% Traffic / congestion / commuters cut through my neighbourhood Bad drivers other 5% Issues with crosswalks 5% I have witnessed / heard about accidents 5% Bad drivers - aggressive / rude 2% Issues with bike lanes / bicyclists 1% NET: Positive 47% No issues / everyone follows the rules / haven t seen any 37% Quiet neighbourhood / not a lot of traffic 10% Satisfied with police presence / enforcement / issues being addressed No issues with speeding (specified) 4% Other 4% 7% 6% Don t know / Refused 3% L2. L4. What traffic issues, if any, are of greatest concern to you in your neighbourhood? [OPEN END] Why did you give that rating for your satisfaction with traffic safety in your neighbourhood? [OPEN END] 57

58 UNDERSTANDING THE COMMUNITY Table 27 Reason for rating of CPS Understanding the Community Total Mentions* n=951 NET: Positive Sentiment 57% Good service / no crime issues / they do a good job (general) 13% I have not had a bad experience / feel safe / trust them 13% Officers understand the needs of my community / interact with citizens 11% Satisfied with police presence / active within community 10% Officers are responsive / address issues 9% Officers are understanding / accommodating / tolerant / fair 5% Officers are helpful / polite / answer questions 5% Police force works well with community organizations / government 4% Officers are professional / well-trained 3% Police force is diverse / my community is well-represented 2% NET: Neutral Sentiment 21% Based on my experience / general impression 7% I am not a visible minority / not part of a minority group 7% Based on word of mouth 3% Based on media coverage 2% I have had no experience with them / nothing to judge by 2% NET: Negative Sentiment 19% Room for improvement / nobody is perfect 6% Lack of police presence / lack of involvement 5% Poor service intolerant / cultural issues 3% Poor service - crime issues aren't being addressed / high crime rate 2% Poor service - other issues 1% Lack of diversity within the police force / my community is not represented 1% Police force is understaffed / underfunded 1% Other 3% Don t know 10% M2 Why do you say that you [INSERT M1] that the Calgary Police Service has a good understanding of your community and it s concerns? [OPEN END] 58

59 COMBINED OPEN ENDS Table 28 Open Ends Combined 2015 n= n=1000 NET: Positive Sentiment 94% 92% Trust them / they do a good job / the best they can / keep up the good work 73% 73% Positive experiences with the police 30% 19% Strong visible presence 16% 18% Quick to respond 14% 17% Efficient / competent / helpful / reliable 20% 16% Well trained / well managed / good chief 18% 15% Always available when needed 13% 15% Professional / fair 8% 14% Officers understand the needs of my community / interact with citizens -- 11% NET: Negative Sentiment / Suggestion 71% 63% They have room for improvement / could be better 22% 33% Overworked / understaffed / underfunded 23% 16% Officers not courteous / improve training / competence 21% 15% Not enough visible presence / improve visibility 18% 14% NET: Type of crime to focus on 59% 52% Crime / crime prevention (general) 19% 16% Illegal drug activities 10% 14% Illegal gang activities 13% 12% Issues with traffic violations / focus on traffic violations 11% 10% NET: Neutral comments -- 20% Based on my experience / general impression / word of mouth / media coverage -- 11% C5a. D5 G1 M2 Why are/aren t you confident the Calgary Police can deliver the services needed? [OPEN END] Why did you give that rating for the Calgary Police overall? What do you think the Calgary Police should focus on going forward? Why do you say that you [INSERT M1] that the Calgary Police Service has a good understanding of your community and it s concerns? [OPEN END] Denotes statistically higher than 2015 Denotes statistically lower than 2015 *Responses 10% or greater based on

60 Appendix E: Questionnaire 60

61 61 QUESTIONNAIRE

62 62 QUESTIONNAIRE

63 63 QUESTIONNAIRE

64 64 QUESTIONNAIRE

65 65 QUESTIONNAIRE

66 66 QUESTIONNAIRE

67 67 QUESTIONNAIRE

68