AFP Business Satisfaction Survey
One of the key performance indicators on which the Australian Federal Police (AFP) regularly reports to Government is the satisfaction level of external clients and stakeholders. The AFP Business Satisfaction Survey (BSS), formerly known as the Client Satisfaction Survey, has been conducted annually since 1999. The delivery of the BSS changed in 2005-06 and is now primarily web-based.
The University of Queensland Social Research Centre (UQSRC) has been conducting the AFP Business Satisfaction Survey since 2006 as an independent provider.
The survey in its current form is designed to assess the AFP core values, the performance of the AFP in conducting and undertaking investigations, and working with other agencies.
The results provide valuable feedback about our activities and enable the identification of areas of service delivery requiring improvement. Survey participants remain anonymous, with UQSRC applying strict confidentiality in conducting the survey.
The AFP Business Satisfaction Survey is usually implemented in May/June of each year. Those surveyed include Commonwealth and State government agencies, overseas governments, law enforcement agencies, foreign embassies, and diplomatic missions in Australia and overseas.
The overall satisfaction rating for the 2006-07 BSS was 80%, an improvement of four percentage points on the previous year. The result was based on 450 participants (70% response rate). The results from the earlier surveys are not directly comparable with current results due to differences in the satisfaction scales. However, across the time period, typically less than 10% of clients returned a negative rating.
The 2007-08 survey is currently being implemented and results will be posted when available.