Citizens’ Survey
Presentation of Results for Total Sample
February 25, 2003
Prepared By:
831 E. Morehead Street, Suite 150
Charlotte, North Carolina 28202
2
Objectives
•The Citizens’ Satisfaction Survey was conducted by MarketWise, Inc.
•The research objectives of the study were the following:
–Measure community perceptions of CMPD
–Measure satisfaction with the services provided by the CMPD
–Explore perceptions of community safety and crime levels
–Demographically profile the community
3
Methodology
• A total of 435 telephone interviews were conducted with Mecklenburg County residents, age 18 or older.
• Interviewing was conducted Nov. 18 - Dec. 11, 2002.
• Interviews averaged 17 minutes in length.
• Hispanics and Latinos who did not speak English were interviewed in Spanish.
• Margin of error for a sample of 435 is + 4.7 percentage points at the 95% confidence level.
4
Rating Scales
• In order to measure perceptions, respondents were asked to use rating scales from 1 to 10. Examples:1=Extremely Negative and 10=Extremely Positive1=Strongly Disagree and 10=Strong Agree
• With a 10-point scale there is no exact mid-point; 5 and 6 are equally in the middle of the scale.
• To simplify interpretation, the data have been collapsed into categories and labeled as follows:9,10=Very positive, 7,8=Positive 5,6=Neutral, 1-4=Poor 9,10=Strong agree, 7,8=Agree, 5,6=Neutral, 1-4=Disagree
• Ratings of 1-2 and 3-4 have sometimes been combined due to the low percentage of ratings in these categories.
RespondentProfile
6
Respondent ProfileRace or Ethnic Background (q1b)
• For the total sample analysis, the data were proportionally weighted to ensure proper representation of all races and ethnic groups. This chart shows results of the weighting.
2%
2%
6%
61%
28%
0% 100%
Some other race
Asian
Black or AfricanAmerican
Hispanic or Latino ofany race
White
7
Years Lived in Charlotte or
Mecklenburg Co. (q1a) 48%
16%
14%
15%
7%
0% 60%
> 20 years
11-20 years
6-10 years
3-5 years
< 2 years
49%51%
Respondent ProfileYears Lived in Charlotte-Mecklenburg & Gender
Female MaleGender (q2)
8
66%
6%
16%
2%
6%
4%
0% 70%
Employedfull-time
Employedpart-time
Retired
Student
Homemaker
Disabled/Notemployed
Respondent ProfileEducation & Employment Status (q60-61)
7%
23%
25%
32%
14%
0% 70%
Less thanHS
HSgraduate
Somecollege orvocational
Collegegraduate
Graduateschool
Education Employment
9
41%
46%
31%
14%
0% 70%
< 6 years ofage
Ages 6-12
Ages 13-17
Age 18 +
Respondent ProfileHousehold Descriptions (q62-63)
34%
38%
7%
20%
0% 70%
2+ adults w/children
2+ adults,no children
1 adult w/children
1 adult,living alone
Number in Household Age of Children in Household
Base=Respondents with children in home (n=175)
10
12%
11%
14%
17%
21%
9%
0% 40%
$100K+
$80K to < $100K
$60K to < $80K
$40K to < $60K
$20K to < $40K
< $20K
Respondent ProfileAge and Income (q65 & 67)
14%
14%
23%
22%
28%
0% 40%
65+
55-64
45-54
35-44
18-34
Age Income
DetailedFindings
12
35% 38% 19% 7% 1%
0% 25% 50% 75% 100%
CMPD
9,10=Very Positive 7, 8=Positive 5, 6=Neutral 1-4=Negative Don't know
Overall Impression of the CMPDRatings of Total Sample (q3)
73% rate the CMPD 7 or higher on the 10-point scale.
13
26%
33%
39%
38%
35%
38%
36%
36%
23%
19%
16%
15%
9%
9%
8%
9%
6%
0% 25% 50% 75% 100%
Use good judgement in use of force
Perform job w/ integrity & honesty
Are professional
Are courteous
9,10=Strongly agree 7,8=Agree 5,6=Neutral 1-4=Disagree Don't know
Perceptions of the CMPDRatings of Total Sample (q7-12)
The majority of respondents rate the CMPD a 7 or higher on each attribute.
14
58%
21%
19%
22%
13%
29%
8%
20% 7%
0% 25% 50% 75% 100%
The need forpolice has
increased in past2 years
Have an adequatenumber of police
9, 10=Strongly Agree 7, 8=Agree 5, 6=Neutral 1-4=Disagree Don’t know
Perceptions of the CMPDRatings of Total Sample (q11-12)
77% agree the need for police has increased.
43% agree there is an adequate number of police.
15
6%
7%
8%
12%
25%
29%
0% 35%
Cooperation withcommunity
Burglary or break-ins
Drug law enforcement
Traffic violations
Response time
Patrolling/Visibility inneighbohood
Most Important Police Issues (Unaided responses) Total Sample (q16)
16
18%
26%
22%
24%
29%
25%
29%
21%
30%
35%
34%
33%
42%
39%
24%
26%
26%
22%
24%
25%
21%
17%
8%
11%
18%
9%
7%
8%
19%
10%
7%
5%
0% 25% 50% 75% 100%
Process for NEPS reporting
Animal control
Drug law enforcement
Traffic law enforcement
Work with communities
Crime prevention
Response to emergencies
9, 10=Very Good 7, 8=Good 5, 6=Average 1-4=Poor Don't know
Perceptions of Services Provided by the CMPDRatings of Total Sample (q17-23)
Majority rate each service a 7 or above, with one exception -- NEPS. However, 19% did not know about the NEPS process.
17
15%
28%
44%
23%
40%
36%
35%
25%
11%
25%
6%
10%
0% 25% 50% 75% 100%
I feel safer inCharlotte-
Mecklenburg nowthan I did 2 years ago
In general, Charlotte-Mecklenburg is asafe place to live
I feel safe in theneighborhood where
I live
9,10=Strongly agree 7,8=Somewhat agree 5,6=Neutral 1-4=Disagree Don't know
Perceptions of Safety in Charlotte-Mecklenburg Total Sample (q13-15)
• 80% agree they feel safe in their own neighborhood.
• 68% agree that Charlotte-Mecklenburg is a safe place to live.
• 38% agree they feel safer in Charlotte-Mecklenburg now than 2 years ago.
• 25% indicate they feel less safe than 2 years ago.
18
32%
49%
17%28%
35%
28%
9%
0% 50%
9,10= Very serious
7,8= Somewhat serious
5,6= Neutral
1-4= Not serious
How serious a problem do you think crime is in Charlotte-Mecklenburg?
Over the past 2 years, do you think crime in Charlotte-Mecklenburg has…
SameIncreased
Decreased
Perception of Crime in Charlotte-MecklenburgTotal Sample (q24-25)
63% believe crime in Charlotte-Mecklenburg is a serious problem.
49% believe crime has increased over the past two years.
63%
19
12%
37%
27%
24%
How serious a problem do you think crime is in Uptown Charlotte?
Over the past 2 years, do you think crime in Uptown Charlotte has…
Same
Increased
Decreased
Perception of Crime in Uptown CharlotteTotal Sample (q26-27)
Don’t know
36% indicate crime is a serious problem in Uptown Charlotte.
27%believe crime in Uptown Charlotte has increased.
11%
25%
34%
19%
0% 40%
9,10=Veryserious
7,8=Somewhatserious
5,6=Neutral
1-4=Not serious
36%
20
9%
18%
20%
26%
27%
0% 40%
9,10=Very serious
7,8=Somewhat serious
5,6=Neutral
3,4=Not very serious
1,2=Not at all serious
Perception of Crime in Your NeighborhoodTotal Sample (q30)
27%
53%
53% indicate crime is not a serious problem in their neighborhood.
27% say crime in their neighborhood is a problem.
21
Perception of Crime in Your NeighborhoodTotal Sample (q31-33)
6%
12%
24%
57%
Over the past 2 years, has theft . . .
Same Decreased
Increased
4%
13%
23%
59%
Over the past 2 years, has vandalism I. . .
SameDecreased
Increased 5%
18%
12%
64%
Over the past 2 years, has violent crime . . .
Same
Decreased
Increased
• Majority indicate thefts, vandalism and violent crimes in their neighborhood have remained the same over the past two years.
• 12% of respondents believe violent crime has increased.
Don’t know
Don’t know
Don’t know
22
Are you an Active Member of a Neighborhood Group? Total Sample (q34)
Yes32%
No68%
A third are active members of a neighborhood group.
23
Are you Aware that Your Neighborhood has an Assigned Community Police Officer?
Total Sample (q35)
Yes44%
No56%
Less than half are aware that their neighborhood has an assigned community police officer.
24
Other than 911, have you ever spoken with any police officer about problems in your neighborhood?
Total Sample (q36)
Yes39%
No61%
39% indicate they have spoken with a police officer about problems in their neighborhood.
25
26%
35%
24%
10%
0% 50%
9,10=Very effective
7,8=Somewhateffective
5,6=Neutral
1-4=Not effective
Effectiveness of Police Working with the Community Total Sample (q37)
61%
61% believe the police are effective in working with the community to solve problems.
26
5%
6%
7%
7%
8%
12%
16%
17%
19%
32%
6%
9%
9%
11%
14%
22%
22%
26%
29%
26%
13%
18%
14%
22%
25%
24%
27%
27%
26%
18%
38%
50%
38%
46%
42%
41%
32%
29%
23%
19%
37%
17%
32%
13%
11%
5%
0% 25% 50% 75% 100%
CMPD website
All other newspapers
Police Beat show
City Council meetings
City publications
Radio
Charlotte Observer
Television
Word of mouth
Personal interaction
9,10=Major influence 7,8=Influence 5,6=Neutral 1-4=Not an influence Don't know
Factors that Shape Your Opinion of the CMPD Total Sample (q38-47)
Personal interaction, word of mouth, and the media are the most influential factors in shaping the community’s opinion of the CMPD.
27
18%
26%
31%
36%
42%
45%
0% 50%
Have not had contact with police
Community activity w/ police
Called NEPS
Traffic violation or accident
Called 911
Spoke w/ officer in person aboutother issues
Interaction with the CMPDTotal Sample (q48)
• 82% have had some contact with the CMPD in the past 2 years.
28
Was your Call to NEPS Handled in a Timely Manner?Respondents who called non-emergency telephone
reporting number in past 2 years(q49)
Base=Those who have called NEPS in past 2 years (n=134)
Yes69% No
31%
• 68% say their call to NEPS was handled in a timely manner.
29
Victims of Crime in Past Two Years(q50, 51 & 53)
93%
16%
0% 100%
PropertyCrime
ViolentCrime
1% Refused
30%
69%
30% have been a victim of crime in Charlotte in the past 2 years.
Among victims of crime, most are victims of a property crime.
No
Yes
Base=Victims of crime in the past 2 years (n=132)Base=Total Respondents
30
87%
13%
Crime Reporting in Past Two Years(q52 & 54)
22%
78%
78% of property crime victims reported the crime.
87% of violent crime victims reported the crime.
Reported crime
Did NOT report crime
Reported crime
Did NOT report crime
Base=Victims of a property crime (n=124)
Base=Victims of a violent crime (n=24)
31
20%
33%
16%
27%
0% 100%
9,10= Veryconfident
7,8=Somewhatconfident
5,6= Neutral
1-4= Notconfident
19%
28%
27%
28%
0% 100%
9,10= Veryinformed
7,8=Somewhatinformed
5,6= Neutral
1-4= Notinformed
Issues Related to TerrorismTotal Sample (q57-58)
How confident are you in Charlotte-Mecklenburg’s ability to respond to terrorist
attacks?
How informed are you about the measures being taken to prepare for terrorist attacks?
53% 47%
ExecutiveSummary
33
Executive Summary
•The majority of Charlotte-Mecklenburg residents have a positive impression of the CMPD. Almost three out of four respondents in this survey rate the CMPD “7” or higher on a 10-point scale.
•The CMPD receives high ratings (7 or higher) on measures related to character. More than two-thirds perceive the department as:
courteous,
professional and
honest.
• Two out of three respondents also give high ratings (7 or higher) on:
crime prevention and
response to emergencies.
• Just short of two-thirds give high ratings on:
using good judgement in use of force
working with the community to solve problems.
Perceptions of the CMPD
34
Executive Summary
• More than three-quarters of the respondents in the survey agree that the need for police has increased in the past two years. However, less than half believe the CMPD has an adequate number of police.
• The only service area on which positive ratings fell below 50% was the process for NEPS reporting. However, many respondents did not know about this service area.
• Although the majority of respondents give the CMPD high ratings (7 or higher) on all the the service areas, except NEPS, the service areas with the lowest ratings are:
The process for making a non-emergency report by telephone (NEPS)
Police enforcement of drug laws
Police enforcement of traffic laws
Animal Control services
• Respondents in this survey indicate the most important issues related to police service are: visibility in neighborhoods, response time, traffic violations, drug law enforcement, burglary, and cooperation with the community.
Perceptions of the CMPD
35
Executive Summary
• Most of the respondents agree that they feel safe in the neighborhood where they live and that Charlotte-Mecklenburg is a safe place to live.
• However, almost two-thirds also believe crime in Charlotte-Mecklenburg is a serious problem, and half believe crime has increased over the past two years.
• Charlotte-Mecklenburg residents view Uptown Charlotte as safer than Charlotte-Mecklenburg in general. Only about a third believe crime is a serious problem in Uptown Charlotte, while two-thirds indicate it is a serious problem in Charlotte-Mecklenburg overall.
• Almost a third of the survey respondents had been a victim of crime in Charlotte in the past 2 years. Most of these crimes involved property and the majority reported the crime.
Crime and Safety
36
Executive Summary
• Almost two-thirds of the survey respondents believe the CMPD is effective in working with the community to solve problems.
• Only a third of survey respondents indicated they are active in a neighborhood group.
• Most survey respondents have interacted with the CMPD in some way in the past two years and these interactions have the most influence in shaping opinions of the department.
– Other factors that are very influential in shaping community opinion include: word of mouth and the media (TV, newspaper and radio).
Community and Police Interaction
37
Executive Summary
• The majority of the respondents in this survey are confident in Charlotte-Mecklenburg’s ability to respond to terrorist attacks.
• Just less than half of the survey respondents indicate they feel informed about the measures being taken by Charlotte-Mecklenburg to prepare for terrorist attacks.
Terrorism