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For almost 20 years, the User Satisfaction Survey (USS) has been the primary tool for tracking victim’s satisfaction with the police when reporting a crime in London. The telephone survey ran initially by the Metropolitan Police Service (MPS), and latterly by the Mayor’s Office for Policing and Crime (MOPAC), has shown a steep decline in levels of satisfaction over the last decade, with the results being interrogated and probed for insights into the reasons why this has occurred. This chapter is based heavily on a historic Deep Dive carried out by MOPAC’s Evidence and Insight (E&I) team in response to identifying this concerning reduction in satisfaction in 2017. Could the underlying causes of this decline be identified, and, if so, can the lessons learned be shared and acted upon? In this way, the chapter serves as a microcosm for the broader concept of evidence-based oversight.

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Exploring the Decline in Victim Satisfaction Within London: Analytics to Oversight

  • 章节

  • 发表日期：

    2025年

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  • Michael Keenan,
  • Colleen Brown,
  • Nicole Ramshaw,
  • Paul Dawson

摘要

For almost 20 years, the User Satisfaction Survey (USS) has been the primary tool for tracking victim’s satisfaction with the police when reporting a crime in London. The telephone survey ran initially by the Metropolitan Police Service (MPS), and latterly by the Mayor’s Office for Policing and Crime (MOPAC), has shown a steep decline in levels of satisfaction over the last decade, with the results being interrogated and probed for insights into the reasons why this has occurred. This chapter is based heavily on a historic Deep Dive carried out by MOPAC’s Evidence and Insight (E&I) team in response to identifying this concerning reduction in satisfaction in 2017. Could the underlying causes of this decline be identified, and, if so, can the lessons learned be shared and acted upon? In this way, the chapter serves as a microcosm for the broader concept of evidence-based oversight.