Community Surveys FAQs

Overview

Through a partnership with your organization, Community Surveys engages the public through surveys after specific calls for service, visiting the front desk, and other non-arrest interactions.

The mission is to use technology and data to support the pillars of 21st century policing.

Why is our agency doing this?

The Community Surveys tool enables your organization to collect feedback from the community without any extra steps to your workflow. Your organization has partnered with Axon to gain insights from the community, highlight exceptional work, and drive outcomes and improvements through actionable feedback. We craft and tailor questions for your organization and community.

Can surveys identify police officers?

We partner with your organization to best identify how to organize data, what insights can be gleaned from the feedback, and whether survey feedback is tied to other available data.

What happens with complaints?

This is determined by the organization. Designed to drive excellence and reinforce best practices, Community Surveys provides the organization with valuable feedback. The organization may choose to investigate depending on the claim.

The Community Surveys tool does not proactively review data or make recommendations to the organization. Surveys conducted through Community Surveys are not a formal mechanism to submit commendation or complaint and do not link to Internal Affairs.

Who sees the feedback?

Data is received and aggregated into an interactive dashboard to be viewed by your organization.

Who receives the surveys?

Surveys automatically send via text to people who make specific types of service calls. Surveys are not sent after arrests, medical emergencies, or violent crimes. In addition, residents and visitors may respond to a general survey that is posted at the front desk. Post-contact survey feedback and general survey feedback are not compared to each other.

What are the response rates?

Response rates can vary widely depending on the use case, how the surveys are distributed, and more. Standard response rates are typically 10% when organizations use our integration.

How do you create the questions?

We use survey questions and response options that are designed to optimize accessibility, neutrality, and constructiveness. This includes industry standard Likert scale questions (e.g., multiple choice response options) and free-form text boxes for people to add feedback in their own words. Questions used in Community Surveys focus on trust, perception of the organization, procedural justice, and demographics.