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Principal Research Officer, London Mayor’s Office for Policing And Crime (MOPAC)Emily Gilbert is a Principal Research Officer at the London Mayor’s Office for Policing And Crime (MOPAC), where her work focuses on the Public Voice programme. Her research interests include attitude measurement, data quality, and the use of new technology and innovative methods for data collection, as well as public perceptions and experiences of the police. She gained her PhD in Survey Methodology from the University of Essex. |
Presentation: Understanding trust and confidence – insights from London
Concurrent Session Three – Excellence in Fighting Crime: Victim Satisfaction
The satisfaction of victims of crime in London has declined. A randomised controlled trial was set up to test the effects on reassurance calls on satisfaction. A sample of some 7,000 victims of ‘screened out’ vehicle crime was selected. The treatment group received a reassurance telephone call. The control group only received a victim letter. The treatment group showed significant increased satisfaction. This was much more pronounced for victims reporting online than those reporting by telephone. The positive effect was also stronger in respect of demographic groups that have usually been less satisfied, and with those who had their vehicle broken into as opposed to the vehicle itself being stolen. The results of this experiment are highly relevant to the policing of volume crime, addressing the challenge to maintain legitimacy, whilst being efficient in servicing demand.