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Both Gloucestershire Constabulary and the Police and Crime Commissioner are committed to understanding and improving the service that we provide to the public, both to victims of crime and the public more generally.

We carry out two main surveys – the User Satisfaction Survey and the Local Policing Survey. The User Satisfaction Survey is completed via telephone and is handled for us by an external market research company – Social and Market Strategic Research (SMSR). This company meets the requirement of the national framework contract developed by the Home Office and is contracted to Gloucestershire Constabulary to complete these on our behalf.

The Local Policing Survey is completed by Gloucestershire PCSOs whilst out on patrol, using their mobile devices to complete the surveys with general members of the public. Links are also available on our websites as well as regularly posted on our social media sites for residents of Gloucestershire to complete.

The results of both surveys are analysed by an internal team of researchers and the findings are used to drive improvements to the service that we provide to the public.

The user satisfaction survey

Monthly telephone surveys are conducted with victims of volume crime from the previous month – burglary, vehicle, violent and racist crimes or incidents – this aims to establish the level of satisfaction that victims have, regarding the service they have received from the police. 

Local Policing Survey

Volunteer for future research and consultation

From time to time, the Constabulary consults with the public on a number of subjects.  This may be in the form of telephone or online surveys, focus groups or one-to-one interviews. We are always looking for volunteers that are willing to take part and help us shape our services. With that in mind, if you are interested in and willing to take part in any future research, please contact us using the email address below.  Please provide your name, age and contact details.

Our external survey company - SMSR (Social and Market Strategic Research)

SMSR is a social research, associated social marketing and community engagement company based in Hull, East Yorkshire. It can be contacted via the postal address, telephone number or email address provided below:

SMSR,
Wellington House,
108 Beverley Road,
Hull,
HU3 1XA

Telephone: +44 (0)1482 211200 or enquiries at 0800 1380845

E-mail at: info@smsr.co.uk

How can I ensure that this is a legitimate phone call for policing purposes?

If you have any doubts about the origin of the call or what you are being asked please note down the company name and the name of the caller and end the phone call (you can always arrange for the company to call you back at a later prearranged date and time). SMSR usually provides the people it calls with the contact number for Gloucestershire Constabulary’s Research Team (01452 754387) for identity verification purposes. SMSR usually also provides the call recipient with the number for the Market Research Society: Freephone 0500 396999. This may also be used to verify the legitimacy of the call/company.

Can I refuse to take part?

All call recipients have the option to refuse to take part in the research and should not be placed under any pressure by the SMSR caller.

We are able to instruct SMSR not to place any further calls to a particular recipient; if it requests such – we just require the telephone number or numbers and a post code to pass on to SMSR.

Is the data collected anonymous?

If call recipient wishes to take part, they will be asked if they would mind their individual responses being passed back to Gloucestershire Constabulary. If they want their responses to remain anonymous, they should say so and the interviewers will not ask for name, address, e-mail address etc. and their responses will remain anonymous. Some demographic data such as the gender, age and ethnicity of respondents will be collected, but nothing that would result in identification.

For the User Satisfaction Survey, responses to the survey will be rendered anonymous by SMSR. This is to ensure respondents to the survey will remain unidentifiable, unless they specifically agree to have their details supplied back to Gloucestershire Constabulary for the purposes of further follow up to their experiences. We only supply SMSR with the minimum details necessary to verify that the call is in relation to a particular incident. Everything else regarding the incident remains confidential between the victim and the police.

Legal Compliance

Gloucestershire Constabulary and SMSR comply with Data Protection Laws and SMSR is also signed up to the Market Research Society (MRS) Code of Conduct. As a company partner, SMSR agrees to operate according to the professional and ethical standards of the MRS.

SMSR is on the Police National Framework, which requires that it has been vetted and that it adheres to data protection guidelines.

Volunteer for future research and consultation

From time to time, the Constabulary consults with the public on a number of subjects.  This may be in the form of telephone or online surveys, focus groups or one-to-one interviews. We are always looking for volunteers that are willing to take part and help us shape our services. With that in mind, if you are interested in and willing to take part in any future research, please contact us using the email address below.  Please provide your name, age and contact details.

Page last updated: 21 November 2016