1. Citizens’ Survey Presentation of Results for Total Sample February 25, 2003 Prepared By: 831 E. Morehead Street, Suite 150 Charlotte, North Carolina 28202

2. 2 Objectives The Citizens’ Satisfaction Survey was conducted by MarketWise, Inc. The research objectives of the study were the following: –Measure community perceptions of CMPD –Measure satisfaction with the services provided by the CMPD –Explore perceptions of community safety and crime levels –Demographically profile the community

3. 3 Methodology A total of 435 telephone interviews were conducted with Mecklenburg County residents, age 18 or older. Interviewing was conducted Nov. 18 - Dec. 11, 2002. Interviews averaged 17 minutes in length. Hispanics and Latinos who did not speak English were interviewed in Spanish. Margin of error for a sample of 435 is + 4.7 percentage points at the 95% confidence level.

4. 4 Rating Scales In order to measure perceptions, respondents were asked to use rating scales from 1 to 10. Examples: 1=Extremely Negative and 10=Extremely Positive 1=Strongly Disagree and 10=Strong Agree With a 10-point scale there is no exact mid-point; 5 and 6 are equally in the middle of the scale. To simplify interpretation, the data have been collapsed into categories and labeled as follows: 9,10=Very positive, 7,8=Positive 5,6=Neutral, 1-4=Poor 9,10=Strong agree, 7,8=Agree, 5,6=Neutral, 1-4=Disagree Ratings of 1-2 and 3-4 have sometimes been combined due to the low percentage of ratings in these categories.

5. Respondent Profile

6. 6 Respondent Profile Race or Ethnic Background (q1b) For the total sample analysis, the data were proportionally weighted to ensure proper representation of all races and ethnic groups. This chart shows results of the weighting.

7. 7 Years Lived in Charlotte or Mecklenburg Co. (q1a) Respondent Profile Years Lived in Charlotte-Mecklenburg & Gender Female Male Gender (q2)

8. 8 Respondent Profile Education & Employment Status (q60-61) EducationEmployment

9. 9 Respondent Profile Household Descriptions (q62-63) Number in HouseholdAge of Children in Household Base=Respondents with children in home (n=175)

10. 10 Respondent Profile Age and Income (q65 & 67) AgeIncome

11. Detailed Findings

12. 12 Overall Impression of the CMPD Ratings of Total Sample (q3) 73% rate the CMPD 7 or higher on the 10-point scale.

13. 13 Perceptions of the CMPD Ratings of Total Sample (q7-12) The majority of respondents rate the CMPD a 7 or higher on each attribute.

14. 14 Perceptions of the CMPD Ratings of Total Sample (q11-12) 77% agree the need for police has increased. 43% agree there is an adequate number of police.

15. 15 Most Important Police Issues (Unaided responses) Total Sample (q16)

16. 16 Perceptions of Services Provided by the CMPD Ratings of Total Sample (q17-23) Majority rate each service a 7 or above, with one exception -- NEPS. However, 19% did not know about the NEPS process.

17. 17 Perceptions of Safety in Charlotte-Mecklenburg Total Sample (q13-15) 80% agree they feel safe in their own neighborhood. 68% agree that Charlotte- Mecklenburg is a safe place to live. 38% agree they feel safer in Charlotte-Mecklenburg now than 2 years ago. 25% indicate they feel less safe than 2 years ago.

18. 18 How serious a problem do you think crime is in Charlotte-Mecklenburg? Over the past 2 years, do you think crime in Charlotte-Mecklenburg has… Same Increased Decreased Perception of Crime in Charlotte-Mecklenburg Total Sample (q24-25) 63% believe crime in Charlotte-Mecklenburg is a serious problem. 49% believe crime has increased over the past two years. 63%

19. 19 How serious a problem do you think crime is in Uptown Charlotte? Over the past 2 years, do you think crime in Uptown Charlotte has… Same Increased Decreased Perception of Crime in Uptown Charlotte Total Sample (q26-27) Don’t know 36% indicate crime is a serious problem in Uptown Charlotte. 27%believe crime in Uptown Charlotte has increased. 36%

20. 20 Perception of Crime in Your Neighborhood Total Sample (q30) 27% 53% 53% indicate crime is not a serious problem in their neighborhood. 27% say crime in their neighborhood is a problem.

21. 21 Perception of Crime in Your Neighborhood Total Sample (q31-33) Over the past 2 years, has theft... Same Decreased Increased Over the past 2 years, has vandalism I... Same Decreased Increased Over the past 2 years, has violent crime... Same Decreased Increased Majority indicate thefts, vandalism and violent crimes in their neighborhood have remained the same over the past two years. 12% of respondents believe violent crime has increased. Don’t know

22. 22 Are you an Active Member of a Neighborhood Group? Total Sample (q34) A third are active members of a neighborhood group.

23. 23 Are you Aware that Your Neighborhood has an Assigned Community Police Officer? Total Sample (q35) Less than half are aware that their neighborhood has an assigned community police officer.

24. 24 Other than 911, have you ever spoken with any police officer about problems in your neighborhood? Total Sample (q36) 39% indicate they have spoken with a police officer about problems in their neighborhood.

25. 25 Effectiveness of Police Working with the Community Total Sample (q37) 61% 61% believe the police are effective in working with the community to solve problems.

26. 26 Factors that Shape Your Opinion of the CMPD Total Sample (q38-47) Personal interaction, word of mouth, and the media are the most influential factors in shaping the community’s opinion of the CMPD.

27. 27 Interaction with the CMPD Total Sample (q48) 82% have had some contact with the CMPD in the past 2 years.

28. 28 Was your Call to NEPS Handled in a Timely Manner? Respondents who called non-emergency telephone reporting number in past 2 years (q49) Base=Those who have called NEPS in past 2 years (n=134) 68% say their call to NEPS was handled in a timely manner.

29. 29 Victims of Crime in Past Two Years (q50, 51 & 53) 30% have been a victim of crime in Charlotte in the past 2 years. Among victims of crime, most are victims of a property crime. No Yes Base=Victims of crime in the past 2 years (n=132) Base=Total Respondents

30. 30 Crime Reporting in Past Two Years (q52 & 54) 78% of property crime victims reported the crime. 87% of violent crime victims reported the crime. Reported crime Did NOT report crime Reported crime Did NOT report crime Base=Victims of a property crime (n=124) Base=Victims of a violent crime (n=24)

31. 31 Issues Related to Terrorism Total Sample (q57-58) How confident are you in Charlotte- Mecklenburg’s ability to respond to terrorist attacks? How informed are you about the measures being taken to prepare for terrorist attacks? 53%47%

32. Executive Summary

33. 33 Executive Summary The majority of Charlotte-Mecklenburg residents have a positive impression of the CMPD. Almost three out of four respondents in this survey rate the CMPD “7” or higher on a 10-point scale. The CMPD receives high ratings (7 or higher) on measures related to character. More than two-thirds perceive the department as:  courteous,  professional and  honest. Two out of three respondents also give high ratings (7 or higher) on:  crime prevention and  response to emergencies. Just short of two-thirds give high ratings on:  using good judgement in use of force  working with the community to solve problems. Perceptions of the CMPD

34. 34 Executive Summary More than three-quarters of the respondents in the survey agree that the need for police has increased in the past two years. However, less than half believe the CMPD has an adequate number of police. The only service area on which positive ratings fell below 50% was the process for NEPS reporting. However, many respondents did not know about this service area. Although the majority of respondents give the CMPD high ratings (7 or higher) on all the the service areas, except NEPS, the service areas with the lowest ratings are:  The process for making a non-emergency report by telephone (NEPS)  Police enforcement of drug laws  Police enforcement of traffic laws  Animal Control services Respondents in this survey indicate the most important issues related to police service are: visibility in neighborhoods, response time, traffic violations, drug law enforcement, burglary, and cooperation with the community. Perceptions of the CMPD

35. 35 Executive Summary Most of the respondents agree that they feel safe in the neighborhood where they live and that Charlotte-Mecklenburg is a safe place to live. However, almost two-thirds also believe crime in Charlotte-Mecklenburg is a serious problem, and half believe crime has increased over the past two years. Charlotte-Mecklenburg residents view Uptown Charlotte as safer than Charlotte- Mecklenburg in general. Only about a third believe crime is a serious problem in Uptown Charlotte, while two-thirds indicate it is a serious problem in Charlotte-Mecklenburg overall. Almost a third of the survey respondents had been a victim of crime in Charlotte in the past 2 years. Most of these crimes involved property and the majority reported the crime. Crime and Safety

36. 36 Executive Summary Almost two-thirds of the survey respondents believe the CMPD is effective in working with the community to solve problems. Only a third of survey respondents indicated they are active in a neighborhood group. Most survey respondents have interacted with the CMPD in some way in the past two years and these interactions have the most influence in shaping opinions of the department. –Other factors that are very influential in shaping community opinion include: word of mouth and the media (TV, newspaper and radio). Community and Police Interaction

37. 37 Executive Summary The majority of the respondents in this survey are confident in Charlotte- Mecklenburg’s ability to respond to terrorist attacks. Just less than half of the survey respondents indicate they feel informed about the measures being taken by Charlotte-Mecklenburg to prepare for terrorist attacks. Terrorism