CPC Annual Citizen Survey Report October 15 2015

2015

Annual Citizen Survey Report

Calgary Police Commission

CONTENTS

I n t roduc t i on

C i t i zen Percep t ions o f Cr ime & Sa fe ty

C i t i zen Percep t ions o f the CPS

Con f idence in the CPS

Con tac t w i th the CPS

CPS In i t i a t i ves

Soc ia l Med ia

3

6

10

13

31

2

Append ices 36

24

29

Introduction

3

PROJECT OBJECTIVES

4

To provide good governance, the Calgary Police Commission must be in touch with the needs, experiences and concerns of the citizens of Calgary.

Research Goals

To understand and monitor:

How citizens perceive the safety of Calgary communities

What community concerns are at the forefront

What expectations citizens have from police services

How citizens perceive the quality of services they receive

CPC Goals

Inform policy

setting and business planning

Enhance quality of

information and depth of

understanding

Provide input to CPS

performance evaluation

Raise the profile of the CPC

RESEARCH OVERVIEW

5

17 minute telephone survey conducted with a randomly selected sample of City of Calgary residents.

Method

June 22 to August 16, 2015.

Extended interview process over eight weeks designed to minimize the impact of point-in-time events.

Field Dates

1,002 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=702) and cell phone (n=300).

Sample Size & Distribution*

Field supervisors were present at all times to ensure accurate interviewing and recording of responses.

A minimum of 10 percent of each interviewers work was unobtrusively monitored for quality control in accordance with the standards set by the Marketing Research and Intelligence Association (MRIA).

Telephone Interviewing & Quality Control

This report contains the results of the 2015 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), and 2014 (n=1,000) 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 2015

Reporting of Results

Differences in results that are statistically significant (95% confidence) are denoted by the following symbols:

Indicates significantly higher than 2014

Indicates significantly lower than 2014

Indicates a notable positive trend over time (not a signifier of significance)

Interpreting Results

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 Dont Know/Refused.

Rounding Errors

See Appendix for more detailed information on methodology.

6

Citizen Perceptions of Crime & Safety

95% of citizens agree that Calgary is a safe city to live in*.

% Agreement Calgary is a Safe City to Live in Figure 1

2% 6%

53%

38%

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?

What other safety or crime issues come to mind?

PERCEIVED CHANGE IN CRIME RATE

Perceived Change in Calgary Crime Rate Figure 2

Perceived Crime Safety Issues* Table 1

Note: Please see Appendix D for tracking

Safety of Crime of Greatest Concern First

Mention Total

Mentions

None / no issue of great concern 18% 18%

House break-ins / break and enter 15% 27%

Illegal gang activities 12% 18%

Illegal drug activities 8% 16%

Traffic violations (speeding, unsafe driving) 6% 13%

Gun crime / shootings 6% 8%

Assault causing injury 5% 9%

Theft other than vehicles 5% 11%

Murder 3% 6%

Theft of vehicles 3% 9%

Homelessness / increase in homelessness 1% 2%

Knife crime 1% 1%

LRT Safety 1% 2%

Youth crime 1% 2%

Increase in population 1% 1%

Safety in public places (downtown, streets) 1% 3%

Violent crimes (general) 1% 2%

Domestic abuse 1% 2%

Damage to property 1% 2%

Other

PRIORITY SETTING

9

Priority Setting* Table 2

Priority Setting First

Mention Total

Mentions

Crime / crime prevention (general) 12% 19%

Illegal gang activities 9% 13%

More visible presence 7% 12%

No suggestions (keep up the good work / general positive comment) 7% 8%

Improve officers training / competence 7% 13%

Safety in public places (downtown, streets) 7% 15%

Better communication with the public / more transparency / more accountability

7% 17%

Traffic violations (speeding, unsafe driving) 5% 9%

Illegal drug activities 5% 10%

Hire more officers / more funding 4% 8%

More efforts to reduce crime 4% 11%

Youth crime 2% 5%

Gun crime / shootings 1% 4%

Homelessness / increase in homelessness 1% 2%

House break-ins / break and enter 1% 2%

Dont know 14% 14%

What do you think the Calgary Police should focus on going forward? [OPEN END] G1.

Calgarians state crime prevention and illegal gang activities are the top two priorities for the CPS to focus on going forward.

*Responses 1% or greater based on first mention


Confidence in the CPS

10

Although more citizens are Somewhat Confident in the CPS in 2015, fewer citizens are Very Confident.

Confidence in the CPS Figure 3

How confident are you that the Calgary Police Service can deliver the services needed to make sure Calgary is a safe place to live? C5.

1%

5%

57%

37%

REASONS FOR CONFIDENCE

12

Reason for Confidence Rating* Table 3

First Mention Total Mentions

NET: POSITIVE 85% 87%

Trust them / they do a good job / the best they can 34% 54%

Positive experiences with police 13% 17%

Well-trained / well-managed 11% 17%

Strong visible presence 7% 12%

Always available when needed 5% 9%

Quick to respond 5% 10%

Hardworking / dedicated 5% 13%

Efficient / competent / helpful / reliable 3% 14%

Professional / fair 1% 3%

Honest / friendly / courteous 1% 6%

NET: NEGATIVE 10% 21%

Overworked / understaffed / underfunded 5% 13%

Some officers are not courteous 2% 4%

Slow response time 1% 2%

Other

Citizen Perceptions of the CPS

13

CALGARY POLICE PERCEPTION INDEX (CPPI)

14

The Calgary Police Perception Index continues to be strong in 2015. The index represents an overall measure of the services reputation using three key measures.

CPPI

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?

See Appendix C for an Explanation of the CPPI Calculation

The Calgary Police Perception Index (CPPI)

(See Appendix C for an Explanation of the CPPI Calculation)

Figure 4

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?

D1j.

D1b.

D3.

5%

53%

42%

10%

47%

43%

9%

44%

48%

7%

45% 47%

7%

44%

49%

8%

42%

50%

7%

41%

53%

Low CPPI (1-6) Middle CPPI (7-8) High CPPI (9-10)

2013 n=923 2012 n=950 2010 n=937 2011 n=941 2014 n=947 2015 n=938 2009 n=923


15

The Calgary Police Service Index (CPPI) is at its highest level since 2009.

The Calgary Police Perception Index (CPPI) is comprised of three different measures.

How would you rate the Calgary Police overall?

Figure 5

8% 13% 11% 8% 7% 10% 10%

Poor (Bottom Box 1-6)

63% 56% 53% 55% 55% 51% 50%

(Middle Box 7-8)

29% 31% 35% 37% 37% 39%

41%

Excellent (Top Box 9-10)

To what extent do you agree or disagree that the CPS provides an adequate amount or level

of service to the public?*

Figure 6

28% 28% 32% 31%

34% 35% 38%

To what extent do you agree or disagree that the CPS officers are competent in

their duties?*

Figure 7

Top Box Scores (9-10)

Top Box Scores (9-10)

*Excludes dont know

43% 38%

42% 43% 43% 45% 48%

2012

2013

2014 n=970

n=971

n=981 2015 n=969 2009

2010

2011 n=981

n=971

n=983

n=960

n=961

n=936 2009

2010

2011 n=970

n=946

n=969 2012

2013

2014

n=961 2015


16

2013 2012 2010 2011 2014 2015 2009

Similar to previous years, overall satisfaction (Very Satisfied + Satisfied) with the CPS is strong.

Overall Satisfaction Rating Figure 8

Overall Satisfaction (Very Satisfied/Satisfied)

Table 4

Overall, how satisfied are you with the services provided by the Calgary Police? C2a

Year Overall Satisfaction

(Very Satisfied/Satisfied)

2015 95%*

2014 96%

2013 97%*

2012 96%

2011 95%

2010 93%

2009 92%

2008 89%

2007 90%

2005 92%

2003 91%

2000 96%

1997 95%

*NOTE: Percent does not match sum of satisfied and very satisfied due to rounding

OVERALL SATISFACTION

17

1%

5%

54%

38%

1% 1% 4%

55%

39%

2% 1%

3%

53%

42%

1% 1% 2%

50%

46%

1% 0% 2%

52%

46%

0%

REASONS FOR OVERALL SATISFACTION

18

Reasons for Overall Satisfaction Table 5

First Mention Total Mentions

NET: POSITIVE 68% 74%

They do a good / excellent job / they do the best they can 29% 44%

Positive experiences with the police 15% 19%

Good public relations and communication 5% 7%

Strong visible presence 3% 6%

Good efforts to reduce crime 3% 5%

Always available when needed 2% 5%

Quick to respond 2% 5%

Hard working / dedicated 2% 4%

NET: NEGATIVE 21% 40%

They have room for improvement 10% 21%

Overworked / understaffed / underfunded 3% 10%

Some officers are not courteous 3% 6%

Not enough visible presence 2% 4%

Other 3% 4%

Dont Know 8% 8%

Why did you give that rating for the Calgary Police overall? [OPENEND] D5.

Many citizens believe the CPS does an excellent job.


Top Box Scores (9-10) Officer Characteristics Performance

Officers are respectful and officers are ethical received the highest scores since 2009.

Figure 9

(See Appendix D for full distribution of scores)

44%

39% 41%

43%

33% 34%

44% 46%

37% 40%

47% 46%

40% 39%

44% 47%

40% 39%

46% 49%

43% 43%

49% 49% 45%

43%

Officers are respectful* Is friendly Officers are ethical* Demonstrates the appropriate level ofcare and concern

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

C4.

D1. *Excludes dont know

OFFICER CHARACTERISTICS

19

2009 2010 2011 2012 2013 2014 2015

NA NA n=

968

n=

969

n=

982

n=

969

n=

970

n=

971

n=

975

n=

883

n=

916

n=

904

n=

895

n=

887

n=

907

n=

892

n=

1004

n=

1005

n=

1002

n=

1003

n=

1000

n=

1002

n=

1004

n=

1005

n=

1002

n=

1003

n=

1000

n=

1002

Top Box Scores (9-10) Professionalism Performance

In 2015, scores increased for officers understand my safety needs and responds in a fair when dealing with all segments of the Calgary Community.

Figure 10


43%

37% 31% 31%

38% 37%

30% 30%

42%

37% 34% 34%

43%

38% 36% 35%

43% 39%

31% 33%

45%

38% 34% 35%

52% 48%

43% 39% 38%

Officers are professional* Officers are competent intheir duties*

Officers clearly understandmy safety needs and

concerns*

Responds in a fair way whendealing with all segments of

the Calgary Community*

Uses its authority and forceappropriately*



C4.


PROFESSIONALISM

20

2009 2010 2011 2012 2013 2014 2015

NA n=862

n=

891

n=

905

n=

875

n=

871

n=

886

n=

866

n=

930

n=

946

n=

945

n=

950

n=

923

n=

940

n=

925

CPPI Question

n=

936

n=

961

n=

960

n=

969

n=

946

n=

970

n=

961

n=

894

n=

909

n=

924

n=

909

n=

918

n=

936

n=

936

n=

976

Denotes statistically higher than 2014

Denotes statistically lower than 2014

Citizen perceptions are trending up for officers are there when I need them and provides an adequate level of service to the public.

Figure 11 Top Box Scores (9-10) Service Performance


35%

28%

49%

35%

30% 28%

52%

37%

43%

38% 32%

52%

39%

44%

38%

31%

51%

42% 44%

39%

34%

54%

42%

45%

42%

35%

53%

46% 43%

39% 38%

Is dedicated to reducinglevels of crime

Officers are there when Ineed them*

Meets my expectations as apolice service

Responds quickly whenneeded

Provides an adequate amountor level of service to the

public*



C4.


SERVICE

21

CPPI Question

n=

983

n=

971

n=

981

n=

981

n=

971

n=

970

n=

969

NA n=

1004

n=

1005

n=

1002

n=

1003

n=

1000

n=

1002

n=

887

n=

915

n=

909

n=

920

n=

913

n=

921

n=

924

NA n=

1005

n=

1002

n=

1003

n=

1000

n=

1002

NA n=

1004

n=

1005

n=

1002

n=

1003

n=

1000

n=

1002

2009 2010 2011 2012 2013 2014 2015

The community police facilities make it easy to access police services and maintains appropriate visibility in the community received the highest scores since 2009.

Top Box Scores (9-10) In The Community Performance Figure 12


41%

28% 29%

43% 39%

31% 28% 26%

50%

40%

32% 32% 30%

47% 41%

35% 32% 30%

50%

39% 35% 33%

30%

50%

41%

35% 37%

32%

52%

46%

39%

36%

31%

Supports the community The community policefacilities make it easy toaccess police services*

Maintains appropriatevisibility in the community*

Adequately communicatescrime issues and trends to the

community*

Uses crime preventionmeasures and programs

effectively



C4.


IN THE COMMUNITY

22

NA n=

1004

n=

1005

n=

1002

n=

1003

n=

1000

n=

1002

n=

887

n=

904

n=

922

n=

900

n=

893

n=

903

n=

895

n=

978

n=

988

n=

980

n=

986

n=

979

n=

985

n=

980

n=

927

n=

932

n=

941

n=

961

n=

932

n=

944

n=

940

NA n=

1004

n=

1005

n=

1002

n=

1003

n=

1000

n=

1002

2009 2010 2011 2012 2013 2014 2015



CAPACITY

23

Top Box Scores (9-10) Capacity Performance

Perceptions of CPS performance are consistent with 2014.

Figure 13




C4.

D1.

25%

12%

29%

13%

27%

13%

32%

14%

37%

19%

35%

16%

Has the capacity to fully enforce the law Is adequately staffed

NA NA

2013 2012 2010 2011 2014 2015

Contact with the CPS

24

Approximately half of citizens have had in-person contact with the CPS in 2015.

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]

E11.

Type of In-Person Contact with CPS Table 6

Type of In-Person Contact 2015

n=499

Officer dispatched / follow-up investigation 36%

Stopped because of traffic violation 14%

Spoke with an officer on the street (e.g., asked officer for information)

13%

Witnessed or was involved in a traffic accident where officer dispatched

12%

Went to police facility 9%

Professional / social capacity (general) 6%

Attended a community meeting, crime prevention or educational program, or police presentation

4%

Encountered a check stop 2%

For a criminal record check / clearance 1%

Charged by a police officer

Two-thirds of citizens who had contact with the police are satisfied with the in-person contact they received.

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? E12.

Satisfaction with In-Person Contact Figure 15

2013 n=195 2014 n=229 2015 n=498

6%

18%

75%

1%

14% 19%

67%

0%

13% 20%

67%

0%

Dissatisfied (Bottom Box 1-6) (Middle Box 7-8) Satisfied (Top Box 9-10) Don't Know

SATISFACTION IN-PERSON CONTACT

26

WAYS THE CPS COULD IMPROVE SERVICE

27

How could the Calgary Police Service improve our service to you? [OPEN END] E12a.

First Mention n=136

Total Mentions

n=136

Better interactions - be more polite / friendly / helpful 13% 17%

Improve visibility / more officers / neighbourhood patrols 13% 14%

Provide better communication with the public / follow-up more 10% 12%

Better courtesy - be more approachable 9% 13%

Issues with traffic violations 9% 10%

Be more understanding / respectful 8% 18%

Faster response times 7% 9%

My experience with them could have been better / different (general) 7% 8%

Provide more information / education 5% 7%

Be more professional 4% 5%

More effort towards crime prevention (general) 3% 7%

Focus on major / important crimes (general) 1% 3%

Other 7% 10%

Nothing / No improvements 5% 5%

Calgarians state that the CPS can improve its interactions with citizens and improve visibility.


Ways the CPS Could Improve Service Table 7 (Among those who rated their satisfaction with in-person contact middle box (%7-8) or bottom

box (%1-6))

IN-PERSON OFFICER INTERACTION

28

77% 77% 74% 72% 68%

The officer was professional The officer was respectful The officer was courteous The officer communicatedinformation clearly

The officer was knowledgeable

Top Box Scores (9-10) In-Person Officer Interaction


Scores are strong for in-person interactions with the CPS.

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.

E15.

2015 n=498

Figure 16

CPS Initiatives

29

AWARENESS OF CPS INITIATIVES

30

Most citizens are aware that the CPS provides school programs and early intervention and prevention programs. Fewer citizens are aware of diversity programs.

Were you aware that the Calgary Police provide? K1.

% Aware

School Programs

Officers work with teachers, students and social agencies on safety, crime prevention, and mentoring programs.

86%

Early intervention and prevention programs

Officers educate youth and young adults about crime and safe life choices to reduce involvement in crime and gang activities.

74%

Community Partnerships

CPS collaborates with many agencies in the community to help coordinate services for vulnerable populations such as those with mental health issues and addictions as well as victims of crime.

65%

Diversity programs

To improve awareness and understanding of cultural and gender diversity, the CPS has programs both internally and with community based partnerships.

45%

Awareness of Services Provided by the Calgary Police

Table 8

Social Media

31

The number of citizens accessing or communicating with the CPS on social media continues to increase in 2015.

CPS SOCIAL MEDIA ACCESS

Have you accessed or communicated with the Calgary Police Service on social media? J1.

18% 18% 19%

13%

6% 5%

3%

18-24 (n=62) 25-34 (n=107) 35-44 (n=172) 45-54 (n=174) 55-64 (n=209) 65-74 (n=150) 75+ (n=106)

Yes

Accessed or Communicated with the CPS on Social Media (by age)

Figure 17

Accessed the CPS on Social Media

2012 1%

2014 8%

2015 11%

Access or Communicated with the CPS on Social Media

Table 9

32

Four-in-ten of those who access CPS on social media do so several times a month or more.

FREQUENCY OF SOCIAL MEDIA COMMUNICATION

How frequently do you access or communicate with the Calgary Police Service on social media? J1B.

Frequency of Social Media Communication

By Those who Access CPS on Social Media

Figure 18

17%

7%

18%

13%

10% 12%

24%

15%

10%

15% 17%

9%

6%

25%

Daily Several times a week Once a week orseveral times a

month

About once a month Once every 2-3months

Once every 4-6months

Less than every 6months

2014 2015 n=84 n=110

33

2015 = 40%

Those who access CPS on social media use Twitter and Facebook most often.

SOCIAL MEDIA PREFERENCES

Platforms Used to Access and Communicate with the CPS

Table 10

Which platforms do you use to access or communicate with the Calgary Police Service?

What social media sites should the Calgary Police Service use to reach you? [OPEN END]

J2.

J4.

Platforms Currently Using to Access and Communicate with

the CPS

2014 n=84

2015 n=110

Twitter 51% 45%

Facebook 40% 42%

The CPS Website 15% 8%

Telephone - 7%

Email - 6%

YouTube 1% 1%

Other 15% 11%


Social Media CPS Should Use to Reach Citizens

2014 2015

Facebook 27% 30%

Twitter 16% 15%

Television 21% 10%

Email 5% 6%

Telephone / Cellphone 10% 4%

Newspaper 8% 4%

Radio 11% 4%

Internet / website (other) 2% 2%

Instagram 1% 2%

The CPS Website 3% 2%

LinkedIn 1% 1%

In Person 1% 1%

Mail (e.g. letters, flyers, newsletters) 2% 1%

Other 1% 1%

Dont Know 6% 6%

None / I dont use social media 27% 35%


Table 11

34



4 in 10 citizens are interested in a CPS mobile or tablet app.

CPS APPS



Information Citizens Would Like to Receive

Table 12

* Please see Appendix D for topics included in Other Please see Appendix D for tracking

Likelihood to Use a CPS Mobile or Tablet App

Figure 19

Would you use a CPS mobile or tablet app?

What information would you like to receive through the app? [OPEN END]

J6.

J7.

35%

59%

6%

41%

57%

3%

43%

54%

3%

Yes No Don't Know

2012 2014 2015

Information Citizens would like to receive on app

(Among those who said they would use a CPS mobile or tablet app)

2014 n=405

2015 n=427

Crime mapping 40% 33%

News releases 40% 23%

Local / neighbourhood crime information 13% 18%

Public / community announcements 2% 10%

Amber alerts 16% 10%

Contact information 11% 9%

Crime prevention tips 9% 8%

Traffic updates / issues 11% 8%

I want to report non-emergency crime through the app

10% 7%

Most wanted and missing person alerts 8% 7%

Crime rates / statistics (general) 1% 5%

Information about police service decisions / actions

2% 5%

Information about police officers (e.g. location)

- 3%

Emergency contact / ability to quickly report crime

2% 2%

Information about domestic violence 1% 2%

Youth Program Information 2% 2%

Other 7% 27%*

35

Appendices

36

Appendix A:

Research Methodology

37

DETAILED METHODOLOGY

38

Sampling The 2015 CPC Citizen Annual Survey was conducted between June 22 and August 16, 2015 with a sample of 1,002 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 702 land-line and 300 cellphone users. 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 Dont Know/Refused. Unless otherwise stated, results are presented on the total sample of Calgary residents.

SAMPLE DISTRIBUTION

39

City of Calgary residents 18 years of age or older Data collected proportionate to the population of CPS District Locations

Sample Distribution

District Location

% of City of Calgary

Population n

District 1 6% 60

District 2 18% 182

District 3 11% 109

District 4 7% 74

District 5 11% 108

District 6 8% 85

District 7 17% 175

District 8 21% 209

Total 100% 1002

Methodology Change in 2014

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 2015. This change in methodology does not impact comparability to previous years data.

Distribution of Sample by District Table 13

Note: *In 2014, the sample was divided between land-line respondents (n=700) and cellphone respondents (n=300). 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 2015.

TOP BOX REPORTING

40

1 2 3 4 5 6 7 8 9 10

1 to 6 Ratings

Unaware,

dont care or unhappy.

7 to 8 Ratings

Happy,

but not

committed.

9 to 10 Ratings

Happy and

committed.

Not at all Satisfied Very Satisfied

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.

Top Box Results

Throughout the survey, rating scales of 1 to 10 are used.

Unless otherwise noted, rating scales represent: 1=strongly disagree, 10=strongly agree.

Scale

41

Appendix B:

Demographics

Demographics Table 14

Demographics (Total Mentions)

2009 n=1006

2010 n=1004

2011 n=1005

2012 n=1002

2013 n=1003

2014 n=1000

2015 n=1002

Gender

Male 50% 50% 50% 50% 50% 50% 50%

Female 50% 50% 50% 50% 50% 50% 50%

Age

18 to 24 5% 3% 3% 4% 4% 6% 6%

25 to 34 9% 10% 7% 7% 6% 13% 11%

35 to 44 16% 14% 13% 13% 14% 16% 17%

45 to 54 26% 23% 22% 22% 20% 18% 17%

55 to 64 20% 24% 23% 24% 21% 19% 21%

65 to 74 12% 13% 16% 17% 17% 15% 15%

75+ 10% 12% 14% 12% 15% 10% 11%

DK/NA 2% 2% 3% 1% 2% 3% 2%

Household Residents by Age Group

Under 13 years old 25% 19% 18% 17% 19% 24% 23%

Between 13 and 18 years old 18% 17% 14% 15% 15% 15% 15%



65 years of age or older 27% 31% 36% 35% 41% 32% 32%

DEMOGRAPHICS

42

43

Appendix C:

CPPI Calculation

44


The CPPI is calculated as follows: each individuals 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. .

The Calgary Police Perception Index (CPPI) represents an overall measure of the services 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.

Low High

Officer Competence

Level of Service

Overall Rating

Calculation of the Calgary Police Perception Index (CPPI)

1-6 7-8 9-10

1-6 7-8 9-10

1-6 7-8 9-10

45

Appendix D:

Additional Reporting

Safety or Crime Issue of Greatest Concern First Mention Table 15

Safety or Crime Issue of Greatest Concern

2009 First

Mention n=1006

2010 First

Mention n=1004

2011 First

Mention n=1005

2012 First

Mention n=1002

2013 First

Mention n=1003

2014 First

Mention n=1000

2015 First

Mention n=1002

None / no issue of great concern 10% 12% 14% 15% 19% 20% 18%

House break-ins / break and enter 6% 13% 19% 14% 15% 19% 15%

Illegal gang activities 46% 24% 18% 24% 16% 8% 12%

Illegal drug activities 8% 13% 12% 9% 10% 7% 8%

Traffic violations (speeding, unsafe driving) 2% 3% 4% 4% 6% 6% 6%

Gun crime / shootings 2% 1% 1% 2% 1% 1% 6%

Assault causing injury 3% 3% 4% 5% 4% 8% 5%

Theft other than vehicles 1% 2% 2% 2% 4% 4% 5%

Murder 1% 1%

Safety or Crime Issue of Greatest Concern Total Mentions Table 16

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?

B3A.

B3B.

Safety or Crime Issue of Greatest Concern

2009 Total

Mentions n=1006

2010 Total

Mentions n=1004

2011 Total

Mentions n=1005

2012 Total

Mentions n=1002

2013 Total

Mentions n=1003

2014 Total

Mentions n=1000

2015 Total

Mentions n=1002

House break-ins/break and enter 22% 30% 35% 30% 27% 31% 27%

None / no issue of great concern 10% 12% 14% 15% 19% 20% 18%

Illegal gang activities 54% 33% 25% 32% 22% 13% 18%

Illegal drug activities 21% 25% 23% 19% 18% 13% 16%

Traffic violations (speeding, unsafe driving) 12% 15% 15% 15% 17% 16% 13%

Theft other than vehicles 6% 7% 5% 9% 11% 12% 11%

Assault causing injury 8% 7% 9% 12% 10% 14% 9%

Theft of vehicles 6% 8% 7% 7% 8% 7% 9%

Gun crime/shootings 6% 4% 3% 4% 2% 3% 8%

Murder 3% 3% 2% 3% 3% 6% 6%

Safety in public places (downtown, streets) 4% 6% 6% 4% 4% 4% 3%

Sexual assault 3% 2% 2% 7% 3% 3% 2%

Domestic abuse 2% 2% 2% 2% 2% 2% 2%

Damage to property 2% 5% 4% 4% 3% 4% 2%

Youth crime 2% 3% 2% 2% 3% 2% 2%

Homelessness/increase in homelessness 3% 1% 2% 1% 1% 1% 2%

LRT Safety 2% 3% 4% 3% 3% 4% 2%

Violent crimes (general) 1% 2% 1% 1% 2% 1% 2%

Other 3% 1% 1% 2% 2% 4% 5%

Dont Know 5% 4% 4% 4% 6% 6% 5%

SAFETY OR CRIME ISSUE OF GREATEST CONCERN

47



PRIORITY SETTING

48

Priority Setting 2010

n=1004 2011

n=1005 2012

n=1002 2013

n=1003 2014

n=1000 2015

n=1002

Crime / crime prevention (general) 4% 9% 11% 12% 14% 12%

Illegal gang activities 21% 14% 16% 7% 7% 9%

More visible presence 5% 6% 4% 6% 8% 7%

No suggestions (keep up the good work / general positive comment) 4% 9% 9% 9% 4% 7%

Improve officers training / competence 2% 4% 3% 5% 4% 7%

Safety in public places (downtown, streets) 7% 6% 2% 2% 6% 7%

Better communication with the public / more transparency / more accountability 3% 4% 5% 7% 4% 7%

Traffic violations (speeding, unsafe driving) 6% 4% 6% 5% 8% 5%

Illegal drug activities 9% 9% 8% 7% 5% 5%

Hire more officers / more funding 16% 13% 11% 8% 10% 4%

More efforts to reduce crime 2% 2% 1% 5% 5% 4%

Youth crime 2% 4% 5% 2% 2% 2%

Gun crime / shootings

PRIORITY SETTING

49

Priority Setting 2010

n=1004 2011

n=1005 2012

n=1002 2013

n=1003 2014

n=1000 2015

n=1002

Crime / crime prevention (general) 4% 15% 13% 16% 21% 19%

Better communication with the public / more transparency / more accountability 4% 8% 8% 14% 8% 17%

Safety in public places (downtown, streets) 9% 9% 4% 8% 14% 15%

Illegal gang activities 28% 23% 28% 12% 13% 13%

Improve officers training / competence 3% 6% 5% 9% 8% 13%

More visible presence 8% 10% 8% 11% 17% 12%

More efforts to reduce crime 2% 2% 2% 10% 10% 11%

Illegal drug activities 21% 18% 22% 12% 12% 10%

Traffic violations (speeding, unsafe driving) 10% 9% 11% 10% 14% 9%

No suggestions (keep up the good work / general positive comment) 4% 9% 10% 10% 4% 8%

Hire more officers / more funding 17% 15% 14% 10% 13% 8%

Youth crime 4% 9% 10% 5% 4% 5%

Gun crime / shootings 1% 1% 2% 2% 2% 4%

Conflicts with different segments of the community

Officer Characteristics* Table 19

Performance of the CPS 2009 2010 2011 2012 2013 2014 2015

Officers are respectful n=968 n=969 n=982 n=969 n=970 n=971 n=975

Strongly Agree (Top Box 9-10) 44% 41% 44% 47% 44% 46% 49%

Middle Box 7-8 44% 43% 41% 41% 45% 40% 41%

Disagree (Bottom Box 1-6) 12% 16% 15% 12% 11% 14% 11%

Is friendly NA n=986 n=989 n=991 n=989 n=995 n=994

Strongly Agree (Top Box 9-10) NA 44% 46% 47% 48% 49% 50%

Middle Box 7-8 NA 40% 37% 39% 38% 37% 37%

Disagree (Bottom Box 1-6) NA 16% 17% 14% 14% 14% 13%

Officers are ethical n=883 n=916 n=904 n=895 n=887 n=907 n=892


Middle Box 7-8 49% 50% 48% 47% 47% 43% 44%


Demonstrates the appropriate level of care and concern

NA n=981 n=991 n=992 n=992 n=990 n=995


Middle Box 7-8 NA 47% 43% 44% 47% 41% 43%


*Excludes dont know

OFFICER CHARACTERISTICS

50



C4.

D1.



PROFESSIONALISM

Professionalism* Table 20


Officers are professional NA NA NA NA NA NA n=976

Strongly Agree (Top Box 9-10) NA NA NA NA NA NA 52%

Middle Box 7-8 NA NA NA NA NA NA 39%

Disagree (Bottom Box 1-6) NA NA NA NA NA NA 9%

Officers are competent in their duties n=936 n=961 n=960 n=969 n=946 n=970 n=961


Middle Box 7-8 49% 50% 46% 48% 47% 45% 44%


Officers clearly understand my safety needs and concerns

n=894 n=909 n=924 n=909 n=918 n=936 n=936


Middle Box 7-8 50% 44% 45% 45% 46% 47% 44%


Responds in a fair way when dealing with all segments of the Calgary community

n=862 n=891 n=905 n=875 n=871 n=886 n=866


Middle Box 7-8 52% 48% 45% 46% 51% 47% 45%


Uses its authority and force appropriately n=930 n=946 n=945 n=950 n=923 n=940 n=925


Middle Box 7-8 51% 48% 45% 47% 51% 45% 47%


*Excludes dont know

51


C4.

D1.


Denotes statistically lower than 2014 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

SERVICE

Service Table 21


Is dedicated to reducing levels of crime NA n=988 n=996 n=988 n=995 n=997 n=994


Middle Box 7-8 NA 36% 35% 38% 39% 35% 35%


Officers are there when I need them n=887 n=915 n=909 n=920 n=913 n=921 n=924


Middle Box 7-8 45% 44% 43% 44% 44% 43% 40%


Meets my expectations as a police service NA NA n=997 n=993 n=999 n=998 n=998

Strongly Agree (Top Box 9-10) NA NA 44% 44% 44% 45% 43%

Middle Box 7-8 NA NA 40% 42% 43% 41% 45%

Disagree (Bottom Box 1-6) NA NA 17% 13% 13% 14% 12%

Responds quickly when needed NA n=937 n=948 n=953 n=951 n=978 n=969


Middle Box 7-8 NA 46% 41% 44% 44% 42% 43%


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


Middle Box 7-8 57% 55% 53% 53% 53% 50% 49%


*Excludes dont know

52




C4.

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

IN THE COMMUNITY

In the Community Table 22


Supports the community NA n=986 n=989 n=986 n=990 n=991 n=995


Middle Box 7-8 NA 42% 36% 40% 38% 37% 37%


The community police facilities make it easy to access police services

n=887 n=904 n=922 n=900 n=893 n=903 n=895


Middle Box 7-8 41% 40% 38% 39% 40% 42% 39%


Maintains appropriate visibility in the community n=978 n=988 n=980 n=986 n=979 n=985 n=980


Middle Box 7-8 46% 45% 44% 42% 45% 46% 44%


Adequately communicates crime issues and trends to the community

n=927 n=932 n=941 n=961 n=932 n=944 n=940


Middle Box 7-8 50% 48% 45% 44% 45% 44% 44%


Uses crime prevention measures and programs effectively

NA n=929 n=952 n=939 n=948 n=967 n=964


Middle Box 7-8 NA 49% 48% 50% 49% 47% 49%


*Excludes dont know

53




C4.


PERFORMANCE

PERFORMANCE Table 23


Has the capacity to fully enforce the law NA n=980 n=974 n=974 n=977 n=986 n=987


Middle Box 7-8 NA 37% 39% 43% 41% 42% 41%


Is adequately staffed NA n=941 n=918 n=934 n=921 n=963 n=933


Middle Box 7-8 NA 31% 34% 38% 38% 43% 43%


*Excludes dont know

54




C4.


SOCIAL MEDIA PREFERENCES

What social media sites should the Calgary Police Service use to reach you? J4.


2012 n=1002

2014 n=1000

2015 n=1002

Facebook 23% 27% 30%

Twitter 12% 16% 15%

Television 2% 21% 10%

Email -- 5% 6%

Telephone / Cellphone -- 10% 4%

Newspaper 2% 8% 4%

Radio 2% 11% 4%

Internet / website (other) -- 2% 2%

Instagram -- 1% 2%

The CPS Website 1% 3% 2%

LinkedIn 5% 1% 1%

In Person -- 1% 1%

Mail (e.g. letters, flyers, newsletters) -- 2% 1%

Other -- 1% 1%

Dont know 51% 6% 6%

None / I dont use social media 5% 27% 35%

Social Media Preferences Table 24

55



CPS APPS

What information would you like to receive through the app? J7.

CPS Apps Table 25

Information Citizens Would Like to Receive on App

(Among those who said they would use a CPS mobile or tablet app)

2012 n=352

2014 n=405

2015 n=427

Crime mapping 65% 40% 33%

News releases 62% 40% 23%

Local / neighbourhood crime information 9% 13% 18%

Public / community announcements 2% 2% 10%

Amber alerts 44% 16% 10%

Contact information 53% 11% 9%

Crime prevention tips 53% 9% 8%

Traffic updates / issues 4% 11% 8% I want to report non-emergency crime through

the app 49% 10% 7%

Most wanted and missing person alerts 49% 8% 7%

Crime rates / statistics (general) 5% 1% 5%

Information about police service decisions / actions

3% 2% 5%

Information about police officers (e.g., location)

1% - 3%

Emergency contact / ability to quickly report crime

3% 2% 2%

Information about domestic violence 35% 1% 2%

Youth Program Information 35% 2% 2%

Parent resources 34% 1%

57

Appendix E:

Questionnaire

QUESTIONNAIRE

58

QUESTIONNAIRE

59

QUESTIONNAIRE

60

QUESTIONNAIRE

61

QUESTIONNAIRE

62

QUESTIONNAIRE

63

QUESTIONNAIRE

64

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CPC Annual Citizen Survey Report October 15 2015

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