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 survey 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's commitment to its core values, the performance of the AFP in conducting and undertaking investigations, and working with other agencies.
Results provide valuable feedback about the AFP's activities and enables the identification of areas of service delivery requiring improvement. Those surveyed include organisations, agencies and entities that the AFP routinely works with, including Commonwealth and State government agencies, overseas governments, law enforcement agencies, foreign embassies, and diplomatic missions in Australia and overseas. Actual survey participants contribute their views anonymously, through a confidentiality regime strictly enforced by UQSRC.
In 2007-08, 81% of respondents were either satisfied or very satisfied in regards to the overall satisfaction levels with the AFP - an improvement of one percentage point on the previous year. The result was based on 524 respondents (67% response rate).