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Driving up stakeholder satisfaction for Scottish Police Services


The Scottish Police Services Authority (SPSA), provides support to all police forces in Scotland to ensure efficient running of the criminal justice system. As such they needed to quantify how their performance was perceived by their key stakeholders.


Our research findings were able to get to the nub of stakeholder perceptions and enabled the SPSA to focus performance improvements. The research indicated how the SPSA might enhance its services and provide them more efficiently. It highlighted two main areas of improvement – speed of service and accessibility. mruk's report recommended that it could be useful to set up more regular meetings/ calls with customers to review recent work and gain greater insight into areas for improvement. It also recommended process improvement to improve efficiency.


Research covered over 200 SPSA customers, and was via an online self-completion questionnaire, with email follow-ups, as well as around 100 telephone surveys.

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