Selected Highlights from the Feedback

62% of respondents were satisfied or very satisfied with the response time from requesting scene attendance and / or deployment of forensic staff to Crime Group 1 or 2 crimes with only 16% reporting being dissatisfied or very dissatisfied.

However, for Crime Group 3-7 crimes and non-crime, 36% of respondents were satisfied or very satisfied with 24% being dissatisfied or very dissatisfied. 40% of respondents stated they were neither satisfied of dissatisfied.

The dissatisfaction for group 3-7 crimes and non-crime reflects the legacy feedback which led to the change to the Forensic Services operating model over the last few years. It effectively demonstrates that due to limited investment it has not been possible to achieve the full benefits from the agreed business case.

82% of respondents were satisfied or very satisfied with the activities performed at the scene by Scene Examiners.

The feedback on the timeliness of availability of results from the laboratory was not positive with only 37% of respondents stating they were satisfied or very satisfied. 36% reported being dissatisfied or very dissatisfied with the remaining 26% being neither.

Customers fed back that the content of the Forensic Services report was very positive with 76% of respondents noting they were satisfied or very satisfied.

Crucially, 93% of respondents felt it was very important or important that Forensic Services work is performed to a recognised International Quality Standard and third-party assessed to provide independent assurance of quality and accreditation standards.

Overall, 76% were satisfied or very satisfied with the range of services provided by Forensic Services, and 74% with the overall quality of service.

The feedback received is consistent with previous years but highlights the requirement for further focus on the effective implementation of the Forensic Services Operating Model as agreed through the business case in 2021. Further investment will allow the full benefits of the model to deliver improvements in Group 3-7 crimes where respondents were most dissatisfied with the service provided, as well as improving on timeliness of laboratory results.

The results of this Customer Survey have been provided to the FS SMT for necessary action and to address the areas requiring improvement.

The Customer Survey is next scheduled to be issued in Q1; 2027-2028.