Franklin, TN – The Franklin Police Department’s New Year’s resolution is excellence in customer service. To ensure that officers are hitting that mark, Chief David Rahinsky, working with other police leaders, has redesigned the system used to measure citizen satisfaction with the Department and its officers.
Starting next week, people who call to request police assistance can expect more than just the help that they need, then and there. Every week, 20 FPD customers will get a follow-up call from high ranking police officials to measure their satisfaction with the Department and the officers sent to help them. The random call generator, designed by Officer Chris Grant, pulls contact data from dispatch computers and guides police leaders through the short survey where results are recorded and transmitted to the Chief’s Office.
“We are a service organization, and the satisfaction of the people who make up the community that we serve matters,” said Franklin Police Chief David Rahinsky. “This program was designed to be sure that every officer is consistently living up to the three words that we wear on our uniform patches: Professional, Progressive, Responsive. Genuine, real-time feedback from people who call Franklin Police for help will let me know whether or not they are truly satisfied with our work, and help us to improve in any areas that we need to.”
The telephone survey, which takes no more than a few minutes, asks Franklin Police customers to rate the department and responding officers in five categories: overall performance; overall competence of employees; employee attitude towards them; police effectiveness in addressing concerns and promoting safety; and how safe they feel walking in their neighborhood at night.
Franklin Police Department:
Professional, Progressive, Responsive
