CPC Annual Citizen Survey Report October 15 2015

Calgary Police Commission
Annual Citizen Survey Report
2015
CONTENTS
Introduction
Citizen Perceptions of Crime & Safety
Confidence in the CPS
10
Citizen Perceptions of the CPS
13
Contact with the CPS
24
CPS Initiatives
29
Social Media
31
Appendices
36
Introduction
PROJECT OBJECTIVES
To provide good governance, the Calgary Police Commission must be in touch with the needs,
experiences and concerns of the citizens of Calgary.
Inform
policy
setting and
business
planning
Research Goals
To understand and monitor:
How citizens perceive the safety of Calgary communities
What community concerns are at the forefront
What expectations citizens have from police services
How citizens perceive the quality of services they receive
Raise the
profile of
the CPC
CPC
Goals
Provide input
to CPS
performance
evaluation
Enhance
quality of
information
and depth of
understanding
RESEARCH OVERVIEW
17 minute telephone survey

conducted with a randomly
selected sample of City of
Calgary residents.
June 22 to August 16, 2015.

Extended interview process
over eight weeks designed to
minimize the impact of pointin-time events.
Reporting of Results
This report contains the results of the
2015 Citizen Survey conducted by
Illumina Research Partners on behalf of
the Calgary Police Commission.
Where possible, results from the 2009
(n=1,006), 2010 (n=1,004), 2011
(n=1,005), 2012 (n=1,002), 2013
(n=1,003), and 2014 (n=1,000) Calgary
Police Commission Citizen Surveys have
been incorporated. Unless otherwise
stated, all results presented are on the
total sample of Calgary residents.
Telephone Interviewing
& Quality Control
Sample Size &

Distribution*
Field Dates
Method
1,002 City of Calgary residents

18 years of age or older.
Data collected proportionate to
gender and the population of
CPS District Locations.
Included both land-line
(n=702) and cell phone
(n=300).
Interpreting Results
Differences in results that are
statistically significant (95% confidence)
are denoted by the following symbols:
Indicates significantly higher than
2014
Field supervisors were present

at all times to ensure accurate
interviewing and recording of
responses.
A minimum of 10 percent of
each interviewers work was
unobtrusively monitored for
quality control in accordance
with the standards set by the
Marketing Research and
Intelligence Association
(MRIA).
Rounding Errors
Some graphs will not show results equal
to 100%; in those cases, this is due to
the reported numbers being rounded or
to the remainder of the sample having
responded Dont Know/Refused.
Indicates significantly lower than

2014
Indicates a notable positive trend
over time (not a signifier of
significance)
Indicates that tracking is not

available due to changes in
wording/coding
Indicates that tracking is not
available because the question is
new for 2015
See Appendix for more detailed information on methodology.
Citizen Perceptions of Crime & Safety
PERCEPTIONS OF SAFETY
95% of citizens agree that Calgary is a safe city to live in*.
Figure 1
% Agreement Calgary is a Safe City to Live in
53% 53%
52%
43%
2% 1% 1% 1%
<1% 1%
Strongly Disagree
6%
41% 41% 40%
38%
55% 56% 55%
42%
4% 3% 3% 3% 4%
<1% <1% <1% <1% <1% <1%
Somewhat Disagree
2010
Somewhat Agree
2011
2012
2013
2014
Strongly Agree
Don't Know
2015
*2015 results for Somewhat Agree + Strongly Agree = 95%

B1.
To begin, would you say you strongly agree, somewhat agree, somewhat disagree or strongly disagree with the statement that Calgary is a safe city to live in?
PERCEIVED CHANGE IN CRIME RATE
One-half of Calgarians feel that crime has stayed the same over the last twelve months.
Table 1
Figure 2
55%
52%
50%
35%37%
27%
22%
21% 19%
25%
22%
21%
21%
11%
Increased
Stayed the Same

2010
2011
2012
10%
Decreased
2013
Denotes statistically higher than 2014
2014
4% 3% 4% 5%
2% 2%
Don't Know
2015
First
Mention
Total
Mentions
None / no issue of great concern
18%
18%
House break-ins / break and enter
15%
27%
Illegal gang activities
12%
18%
Illegal drug activities
8%
16%
Traffic violations (speeding, unsafe driving)
6%
13%
Gun crime / shootings
6%
8%
Assault causing injury
5%
9%
Theft other than vehicles
5%
11%
Murder
3%
6%
Theft of vehicles
3%
9%
Homelessness / increase in homelessness
1%
2%
Knife crime
1%
1%
LRT Safety
1%
2%
Youth crime
1%
2%
Increase in population
1%
1%
Safety in public places (downtown, streets)
1%
3%
Violent crimes (general)
1%
2%
Domestic abuse
1%
2%
Damage to property
1%
2%
<1%
5%
Safety of Crime of Greatest Concern
Perceived Change in Calgary Crime Rate
53%
50%
48%
Perceived Crime Safety Issues*
Other
Denotes statistically lower than 2014
B2.
Thinking about the last 12 months, in your opinion are crime rates in Calgary increasing, decreasing, or staying the same?
B3a.
B3b.
Considering the City of Calgary as a whole, what would you say is the safety or crime issue of greatest concern to you, if any?
What other safety or crime issues come to mind?
*Responses 1% or greater based on first mention

Note: Please see Appendix D for tracking
PRIORITY SETTING
Calgarians state crime prevention and illegal gang activities are the top two priorities for the
CPS to focus on going forward.
Table 2
Priority Setting*
First
Mention
Total
Mentions
12%
19%
9%
13%
More visible presence
7%
12%
No suggestions (keep up the good work / general positive comment)
7%
8%
Improve officers training / competence
7%
13%
7%
15%
Better communication with the public / more transparency / more

accountability
7%
17%
5%
9%
5%
10%
Hire more officers / more funding
4%
8%
More efforts to reduce crime
4%
11%
Youth crime
2%
5%
1%
4%
1%
2%
1%
2%
14%
14%
Priority Setting
Crime / crime prevention (general)
Dont know
G1.
What do you think the Calgary Police should focus on going forward? [OPEN END]

10
CONFIDENCE
Although more citizens are Somewhat Confident in the CPS in 2015, fewer citizens are
Very Confident.
Figure 3
57% 56%
51%
50%
48%
49%
44%
Not confident at all
5% 4% 5%
39%
2% 3% 2%
Not very confident
<1% <1% <1% <1% <1% 0%
Somewhat confident
2010
47%
43%
37%
1% 1% 1% <1% <1% 1%
52%
2011
2012
2013
2014
Very confident
Don't Know
2015

C5.
11
How confident are you that the Calgary Police Service can deliver the services needed to make sure Calgary is a safe place to live?
REASONS FOR CONFIDENCE

Many citizens state they trust the CPS and have had positive experiences with police.
Table 3
Reason for Confidence Rating*
First Mention
Total Mentions
85%
87%
Trust them / they do a good job / the best they can
34%
54%
Positive experiences with police
13%
17%
Well-trained / well-managed
NET: POSITIVE
11%
17%
Strong visible presence
7%
12%
Always available when needed
5%
9%
Quick to respond
5%
10%
Hardworking / dedicated
5%
13%
Efficient / competent / helpful / reliable
3%
14%
Professional / fair
1%
3%
Honest / friendly / courteous
1%
6%
10%
21%
Overworked / understaffed / underfunded
5%
13%
Some officers are not courteous
2%
4%
NET: NEGATIVE
Slow response time

Other
Dont know
C5a.
12
Why are/arent you confident the Calgary Police can deliver the services needed? [OPEN END]
1%
2%
<1%
1%
4%
4%
Citizen Perceptions of the CPS
13
CALGARY POLICE PERCEPTION INDEX (CPPI)

The Calgary Police Perception Index continues to be strong in 2015. The index represents an
overall measure of the services reputation using three key measures.
To what extent do you agree or

disagree that the Calgary Police
Service officers are competent
in their duties?
CPPI
To what extent do you agree

or disagree that the Calgary
Police Service provides an
adequate amount or level of
service to the public?
Taking into consideration all of

the different aspects of the
Police and the services provided,
how would you rate the Calgary
Police overall?
See Appendix C for an Explanation of the CPPI Calculation
14

The Calgary Police Service Index (CPPI) is at its highest level since 2009.
Figure 4
The Calgary Police Perception Index (CPPI)

(See Appendix C for an Explanation of the CPPI Calculation)
53%
47%
10%
5%
9%
7%
7%
8%
n=923
45%
44%
42%
41%
42%
Middle CPPI (7-8)
50%
53%
43%
2010 n=937
2011 n=941
2012
n=950
2013 n=923
High CPPI (9-10)
2014 n=947
D1j.
To what extent do you agree or disagree that the Calgary Police Service officers are competent in their duties?
D1b.
D3.
To what extent do you agree or disagree that the Calgary Police Service provides an adequate amount or level of service to the public?
15
47%
49%
7%
Low CPPI (1-6)
2009
44%
48%
2015 n=938
Taking into consideration all of the different aspects of the Police and the services provided, how would you rate the Calgary Police overall, using a scale of 1 to 10, where 1 is poor and 10
is excellent?

The Calgary Police Perception Index (CPPI) is comprised of three different measures.
Figure 5
Figure 6
How would you rate the

Calgary Police overall?
To what extent do you agree or disagree that

the CPS provides an adequate amount or level
of service to the public?*
Top Box Scores (9-10)
8%
13%
11%
8%
7%
10%
10%
28%
28%
32%
31%
34%
38%
35%
Poor (Bottom Box 1-6)

63%
56%
53%
55%
55%
51%
50%
2009
n=983
2012
n=981
2010
n=971
2013
n=971
2011
n=981
2014
n=970
n=969
2015
(Middle Box 7-8)

Figure 7
29%
31%
35%
37%
37%
39%
41%
To what extent do you agree or disagree that

the CPS officers are competent in
their duties?*
Top Box Scores (9-10)
Excellent (Top Box 9-10)

2009
2010
2011
2012
2013
2014
43%
38%
42%
43%
43%
45%
48%
2015
2009
n=936
2012
n=969
2010
n=961
2013
n=946
2011
n=960
2014
n=970
2015
n=961
*Excludes dont know
16
OVERALL SATISFACTION
Similar to previous years, overall satisfaction (Very Satisfied + Satisfied) with the CPS is strong.
Table 4
Figure 8
Overall Satisfaction Rating

55%
53%
52%
54% 53% 52%
50%
1%
1% 1% 0% 1%
1%
<1%
Very Dissatisfied
5%
4%
3%
4% 2% 3%
2%
Dissatisfied
2009
C2a
17
46% 46%
44%
42%
41%
39%
38%
2010
Satisfied
2011
2012
2013
Very Satisfied
2014
Overall, how satisfied are you with the services provided by the Calgary Police?
2015
Overall Satisfaction
(Very Satisfied/Satisfied)
Year
Overall Satisfaction
(Very Satisfied/Satisfied)
2015
95%*
2014
96%
2013
97%*
2012
96%
2011
95%
2010
93%
2%
1%
1% 1% 1% <1%
0%
2009
92%
Don't Know
2008
89%
2007
90%
2005
92%
2003
91%
2000
96%
1997
95%
*NOTE: Percent does not match sum of satisfied and very satisfied due to rounding
REASONS FOR OVERALL SATISFACTION

Many citizens believe the CPS does an excellent job.
Table 5
Reasons for Overall Satisfaction
68%
74%
29%
44%
Positive experiences with the police
15%
19%
Good public relations and communication
5%
7%
Strong visible presence
3%
6%
Good efforts to reduce crime
3%
5%
Always available when needed
2%
5%
Quick to respond
2%
5%
Hard working / dedicated
2%
4%
21%
40%
10%
21%
Overworked / understaffed / underfunded
3%
10%
Some officers are not courteous
3%
6%
Not enough visible presence
2%
4%
Other
3%
4%
Dont Know
8%
8%
NET: NEGATIVE
They have room for improvement
18
Total Mentions
They do a good / excellent job / they do the best they can
NET: POSITIVE
D5.
First Mention
Why did you give that rating for the Calgary Police overall? [OPENEND]
OFFICER CHARACTERISTICS
Officers are respectful and officers are ethical received the highest scores since 2009.
Figure 9
Top Box Scores (9-10) Officer Characteristics Performance

(See Appendix D for full distribution of scores)
49% 49%
Officers are respectful*
Is friendly
2009
2010
43%
2012
2013
40% 39% 39%
2014
n=1002
NA
Demonstrates the appropriate level of

care and concern
2015
C4.
Based on your experiences or just your general impressions, please tell us whether you agree or disagree with the following statements. Please use a scale
where 1 is strongly disagree and 10 is strongly agree. The Calgary Police Service
D1.
Next, I am going to read you a number of statements that may describe the Calgary Police. Please rate your level of agreement with each of the following
statements. Scale: 1=Strongly disagree / 10=Strongly agree
19
43% 43%
34%
Officers are ethical*
2011
45%
n=1000
n=916
n=883
n=1002
n=1000
n=1003
n=1002
n=1005
NA
n=1004
n=975
n=971
n=970
n=969
n=982
n=969
n=968
33%
37%
40% 40%
n=1003
39%
n=1002
46% 46% 47%
n=1005
43%
n=1004
49%
n=892
46%
n=907
44%
n=887
47%
n=895
41%
44%
n=904
44%
*Excludes dont know
PROFESSIONALISM
In 2015, scores increased for officers understand my safety needs and responds in a fair
when dealing with all segments of the Calgary Community.
Figure 10
Top Box Scores (9-10) Professionalism Performance

Officers are professional*
Officers are competent in

their duties*
Officers clearly understand

my safety needs and
concerns*
Responds in a fair way when

dealing with all segments of
the Calgary Community*
n=925
n=940
n=923
n=950
n=945
38%
35%
35%
34%
33%
30%
n=946
31%
n=930
n=866
n=886
n=871
n=875
n=905
39%
36%
34%
34%
31%
30%
n=891
31%
n=862
n=936
n=936
n=918
n=909
n=924
n=909
43%
39%
37%
38%
38%
37%
37%
n=894
n=961
n=970
n=946
n=969
n=960
n=961
48%
45%
43%
43%
42%
43%
38%
n=936
NA
n=976
52%
Uses its authority and force

appropriately*
CPPI
Question
2009
2010
2011
2012
2013
2014
2015
C4.
D1.
20
*Excludes dont know
SERVICE
Citizen perceptions are trending up for officers are there when I need them and provides an
adequate level of service to the public.
Top Box Scores (9-10) Service Performance
Figure 11
Is dedicated to reducing
levels of crime
Officers are there when I

need them*
Meets my expectations as a
police service
Responds quickly when

needed
38%
35%
n=969
n=971
n=981
n=981
n=971
n=983
34%
32%
31%
28%28%
n=970
42%
39%
n=1002
n=1005
NA
n=1004
n=1002
n=1000
n=1003
NA
n=1002
38%
30%
39%
38%
n=1000
45%
44% 44% 43%
n=1003
43%
n=924
n=921
n=913
n=920
n=909
n=915
n=887
n=1002
n=1000
n=1003
n=1002
46%
42%42%
39%
37%
35%
35%
n=1002
54%
53%
51%
n=1005
52%
n=1005
NA
n=1004
52%
49%
Provides an adequate amount

or level of service to the
public*
CPPI
Question
2009
2010
2011
2012
2013
2014
2015
C4.
D1.
21
*Excludes dont know
IN THE COMMUNITY
The community police facilities make it easy to access police services and maintains
appropriate visibility in the community received the highest scores since 2009.
Top Box Scores (9-10) In The Community Performance
Figure 12
46%
41%
41%
39%40%
39%
41%
Supports the community
The community police

facilities make it easy to
access police services*
2009
Maintains appropriate
Adequately communicates
visibility in the community* crime issues and trends to the
community*
2010
2011
2012
2013
2014
n=1002
n=1000
n=1003
n=1002
NA
n=1005
30%
32%
30%
30%
31%
26%
n=1004
n=940
n=944
n=932
n=961
n=941
n=932
37%
32%
36%
33%
32%
29%28%
n=927
n=980
n=985
n=979
n=986
n=988
n=978
n=895
n=903
n=893
n=900
n=922
n=904
n=887
n=1002
n=1000
n=1003
n=1002
n=1005
NA
n=1004
31%
28%
39%
35%
35%
35%
32%
n=980
52%
50%
50%50%
47%
43%
Uses crime prevention

measures and programs
effectively
2015
C4.
D1.
22
*Excludes dont know
CAPACITY
Perceptions of CPS performance are consistent with 2014.
Figure 13
Top Box Scores (9-10) Capacity Performance

25%
29%
27%
32%
37%
35%
12%
13%
13%
14%
19%
16%
NA
NA
Has the capacity to fully enforce the law
2010
2011
Is adequately staffed
2012
2013
2014
2015
C4.
D1.
23
Contact with the CPS
24
IN-PERSON CONTACT WITH CPS
Approximately half of citizens have had in-person contact with the CPS in 2015.
Table 6
Type of In-Person Contact with CPS
Type of In-Person Contact
Figure 14
Amount of In-Person
Contact in 2015
21%
18%
11%
<1%
No Contact
Officer dispatched / follow-up investigation
36%
Stopped because of traffic violation
14%
Spoke with an officer on the street

(e.g., asked officer for information)
Witnessed or was involved in a traffic accident where officer
dispatched
50%
Once
2 or 3
Times
2015
More than Don't Know

3 Times
E11.
25
13%
12%
Went to police facility
9%
Professional / social capacity (general)
6%
Attended a community meeting, crime prevention or

educational program, or police presentation
4%
Encountered a check stop
2%
For a criminal record check / clearance
1%
Charged by a police officer
E10a.
2015
n=499
<1%
Other
2%
Don't Know
1%
In the past 12 months, approximately how many times have you had any in-person contact with an Officer or other on-duty employee of the Calgary Police
Service?
Thinking only about the last contact you had in-person with an Officer or other on-duty employee of the Calgary Police Service, can you tell me what type of
contact it was? [OPEN END]
SATISFACTION IN-PERSON CONTACT
Two-thirds of citizens who had contact with the police are satisfied with the in-person contact
they received.
Figure 15
Satisfaction with In-Person Contact
75%
6%
14%
13%
Dissatisfied (Bottom Box 1-6)
18%
19%
26
67%
20%
1%
(Middle Box 7-8)
2013 n=195
E12.
67%
Satisfied (Top Box 9-10)
2014 n=229
2015
0%
Don't Know
n=498
On a scale from 1 to 10, where 1 is not at all satisfied and 10 is extremely satisfied, how satisfied were you with the in-person contact you had?
0%
WAYS THE CPS COULD IMPROVE SERVICE
Calgarians state that the CPS can improve its interactions with citizens and improve visibility.
Table 7
Ways the CPS Could Improve Service

(Among those who rated their satisfaction with
in-person contact middle box (%7-8) or bottom
box (%1-6))
E12a.
27
First
Mention
n=136
Total
Mentions
n=136
Better interactions - be more polite / friendly / helpful
13%
17%
Improve visibility / more officers / neighbourhood patrols
13%
14%
Provide better communication with the public / follow-up more
10%
12%
Better courtesy - be more approachable
9%
13%
Issues with traffic violations
9%
10%
Be more understanding / respectful
8%
18%
Faster response times
7%
9%
My experience with them could have been better / different (general)
7%
8%
Provide more information / education
5%
7%
Be more professional
4%
5%
More effort towards crime prevention (general)
3%
7%
Focus on major / important crimes (general)
1%
3%
Other
7%
10%
Nothing / No improvements
5%
5%
How could the Calgary Police Service improve our service to you? [OPEN END]
IN-PERSON OFFICER INTERACTION
Scores are strong for in-person interactions with the CPS.
Figure 16
Top Box Scores (9-10) In-Person Officer Interaction

77%
The officer was professional
77%
The officer was respectful
74%
72%
The officer was courteous
The officer communicated

information clearly
2015
E15.
28
68%
The officer was knowledgeable
n=498
Next, I am going to read you a number of statements that may describe the most recent in-person contact you had with the Calgary Police Service. Please rate
your level of agreement with each of the following statements.
CPS Initiatives
29
AWARENESS OF CPS INITIATIVES
Most citizens are aware that the CPS provides school programs and early intervention and
prevention programs. Fewer citizens are aware of diversity programs.
Table 8
Awareness of Services Provided by the

Calgary Police
% Aware
K1.
30
School Programs
Officers work with teachers, students and social agencies on safety, crime prevention,
and mentoring programs.
86%
Early intervention and prevention programs

Officers educate youth and young adults about crime and safe life choices to reduce
involvement in crime and gang activities.
74%
Community Partnerships
CPS collaborates with many agencies in the community to help coordinate services
for vulnerable populations such as those with mental health issues and addictions as
well as victims of crime.
65%
Diversity programs
To improve awareness and understanding of cultural and gender diversity, the CPS
has programs both internally and with community based partnerships.
45%
Were you aware that the Calgary Police provide?
Social Media
31
CPS SOCIAL MEDIA ACCESS
The number of citizens accessing or communicating with the CPS on social media continues to
increase in 2015.
Table 9
Access or Communicated with the

CPS on Social Media
Accessed the CPS on Social Media
2012
1%
2014
8%
2015
11%
Accessed or Communicated with

the CPS on Social Media (by age)
Figure 17
18%
18%
19%
13%
Yes
6%
18-24 (n=62)
J1.
32
25-34 (n=107)
35-44 (n=172)
45-54 (n=174)
Have you accessed or communicated with the Calgary Police Service on social media?
55-64 (n=209)
5%
65-74 (n=150)
3%
75+ (n=106)
FREQUENCY OF SOCIAL MEDIA COMMUNICATION
Four-in-ten of those who access CPS on social media do so several times a month or more.
Figure 18
Frequency of Social Media Communication

By Those who Access CPS on Social Media
2015 = 40%
24%
17%
18%
15%
17%
15%
13%
10%
10%
7%
Daily
Several times a week
33
12%
9%
6%
Once a week or
several times a
month
About once a month
2014
J1B.
25%
n=84
How frequently do you access or communicate with the Calgary Police Service on social media?
2015
Once every 2-3

months
n=110
Once every 4-6

months
Less than every 6

months
SOCIAL MEDIA PREFERENCES
Those who access CPS on social media use Twitter and Facebook most often.
Table 10
Platforms Used to Access and

Communicate with the CPS
Platforms Currently Using to

Access and Communicate with
the CPS
2014
n=84
Table 11
2015
n=110
Social Media CPS Should Use to

Reach Citizens
2014
2015
Facebook
27%
30%
Twitter
16%
15%
Television
21%
10%
5%
6%
10%
4%
8%
4%
11%
4%
Internet / website (other)
2%
2%
Instagram
1%
2%
The CPS Website
3%
2%
LinkedIn
1%
1%
In Person
1%
1%
Mail (e.g. letters, flyers, newsletters)
2%
1%
Other
1%
1%
Dont Know
6%
6%
27%
35%
Twitter
51%
45%
Facebook
40%
42%
The CPS Website
15%
8%
Telephone
7%
Newspaper
Email
6%
Radio
1%
1%
15%
11%
YouTube
Other

Reach Citizens
Email
Telephone / Cellphone
None / I dont use social media
J2.
Which platforms do you use to access or communicate with the Calgary Police Service?
J4.
What social media sites should the Calgary Police Service use to reach you? [OPEN END]
34
CPS APPS
4 in 10 citizens are interested in a CPS mobile or tablet app.
Table 12
Figure 19
35%
41%
Information Citizens would

like to receive on app
2014
n=405
2015
n=427
Crime mapping
40%
33%
News releases
40%
23%
Local / neighbourhood crime information
13%
18%
2%
10%
Amber alerts
16%
10%
Contact information
11%
9%
9%
8%
Traffic updates / issues

I want to report non-emergency crime
through the app
11%
8%
10%
7%
Most wanted and missing person alerts
8%
7%
Crime rates / statistics (general)

Information about police service decisions /
actions
Information about police officers (e.g.
location)
Emergency contact / ability to quickly
report crime
1%
5%
2%
5%
3%
2%
2%
Information about domestic violence
1%
2%
Youth Program Information
2%
2%
Other
7%
27%*
Likelihood to Use a CPS Mobile

or Tablet App
59%
57%
Information Citizens Would Like

to Receive
(Among those who said they would

use a CPS mobile or tablet app)
54%
43%
Public / community announcements
6%
3%
3%
Crime prevention tips

Yes
No
2012
2014
Don't Know
2015

J6.
Would you use a CPS mobile or tablet app?
J7.
What information would you like to receive through the app? [OPEN END]
35
* Please see Appendix D for topics included in Other

Please see Appendix D for tracking
Appendices
36
Appendix A:
Research Methodology
37
DETAILED METHODOLOGY
Sampling
The 2015 CPC Citizen Annual Survey was conducted between June 22 and August 16, 2015 with a sample of 1,002 City of
Calgary residents aged 18 years of age or older. Data was collected proportionate to gender and the population of CPS
District Locations. To increase representation of younger age groups who may not have a land-line, the sample included
702 land-line and 300 cellphone users. Because the responses from the cellphone sample were not significantly different
when compared to the land-line sample, cellphone and land-line respondents were combined rather than reported
separately.
The survey was conducted via Computer-Assisted Telephone Interviewing (CATI) to randomly selected Calgarians with
listed and unlisted landline and cellphone numbers. Eight call backs were made to each listing before replacing with an
alternate phone number. Interviews took an average of 17 minutes to complete.
Limitations
This survey is conducted over eight weeks to minimize the impact of point-in-time events.
Interpretation
of Results
Given the population of Calgary (1,096,833 based on the 2011 Census) with a sample size of 1,000 interviews, the
results are predicted to be accurate for the general population to within +/- 3.1% 19 times out of 20 (a 95% confidence
level). When results are analyzed within each segment, the margin of error becomes larger due to smaller sample sizes.
Some graphs will not show results equal to 100%. This is due to rounding or to the remainder of the sample having
responded Dont Know/Refused.
Unless otherwise stated, results are presented on the total sample of Calgary residents.
38
SAMPLE DISTRIBUTION
Sample Distribution City of Calgary residents 18 years of age or older

Data collected proportionate to the population of CPS District Locations
Methodology
Change in 2014
Fewer Calgarians have a landline telephone, especially younger age groups. In 2014, the sample was divided between
landline (n=700) and cellphone (n=300) numbers to reach younger demographic groups. This was continued in 2015.
This change in methodology does not impact comparability to previous years data.
Table 13
District
Location
% of City of
Calgary
Population
District 1
6%
60
District 2
18%
182
District 3
11%
109
District 4
7%
74
District 5
11%
108
District 6
8%
85
District 7
17%
175
District 8
21%
209
100%
1002
Total
39
Distribution of Sample by District
Note: *In 2014, the sample was divided between land-line respondents (n=700) and cellphone respondents (n=300). In 2013 and 2012, age quotas based
on 2011 results were introduced to reduce the impact of fewer younger Calgarians having a land-line telephone. Quotas were not used in 2014 or 2015.
TOP BOX REPORTING
Top Box Results

Top box results (% of 9 and 10
ratings) are recommended and
used rather than mean scores
or as a supplement to mean
scores. Top box ratings are the
best-in-class standard in
performance tracking; the most
relevant measure for tracking
true satisfaction.
40
Research has shown

that top box ratings
(% of 9 and 10
ratings) are awarded by
individuals who have
very strong, positive
opinions. They are the
most satisfied and least
likely to change their
opinions.
By collapsing the value
ranges into a top box,
research results
become more focused,
clear and actionable.
9 to 10 Ratings
Happy and
committed.
1 to 6 Ratings
Unaware,
dont care or
unhappy.
1
2
3
Not at all Satisfied
Scale
7 to 8 Ratings
Happy,
but not
committed.
9
10
Very Satisfied
Throughout the survey,

rating scales of 1 to 10
are used.
Unless otherwise noted,

rating scales represent:
1=strongly disagree,
10=strongly agree.
Appendix B:
Demographics
41
DEMOGRAPHICS
Table 14
Demographics
(Total Mentions)
Demographics
2009
n=1006
2010
n=1004
2011
n=1005
2012
n=1002
2013
n=1003
2014
n=1000
2015
n=1002
50%
50%
50%
50%
50%
50%
50%
50%
50%
50%
50%
50%
50%
50%
18 to 24
5%
3%
3%
4%
4%
6%
6%
25 to 34
9%
10%
7%
7%
6%
13%
11%
35 to 44
16%
14%
13%
13%
14%
16%
17%
45 to 54
26%
23%
22%
22%
20%
18%
17%
55 to 64
20%
24%
23%
24%
21%
19%
21%
65 to 74
12%
13%
16%
17%
17%
15%
15%
75+
10%
12%
14%
12%
15%
10%
11%
2%
2%
3%
1%
2%
3%
2%
Under 13 years old
25%
19%
18%
17%
19%
24%
23%
Between 13 and 18 years old
18%
17%
14%
15%
15%
15%
15%
51%
49%
43%
42%
41%
54%
51%
58%
58%
57%
58%
55%
53%
52%
65 years of age or older
27%
31%
36%
35%
41%
32%
32%
Gender
Male
Female
Age
DK/NA
Household Residents by Age Group
42
Appendix C:
CPPI Calculation
43
The Calgary Police Perception Index (CPPI) represents an

overall measure of the services reputation and allows for
a) a comparison of perceptions between key demographic
groups and b) for tracking over time to identify changes in
community perceptions.
The index uses three key perception measures to profile
citizens overall opinions of the CPS. The questions used
are illustrated in the diagram to the right. Advanced
analytics were used to develop the CPPI and to capture
the three measures which represent the strongest
combination of factors.
Calculation of the Calgary Police Perception Index (CPPI)

Low
High
1-6
7-8
9-10
Level of
Service
1-6
7-8
9-10
Overall Rating
1-6
7-8
9-10
Officer Competence
44
The CPPI is calculated as follows: each individuals

score from the 3 component questions are
combined and divided by the total number of
questions. This results in an index score for Calgary
Police Perception.
Appendix D:
Additional Reporting
45
SAFETY OR CRIME ISSUE OF GREATEST CONCERN

Table 15
Safety or Crime Issue of Greatest Concern First Mention

2009
First
Mention
n=1006
2010
First
Mention
n=1004
2011
First
Mention
n=1005
2012
First
Mention
n=1002
2013
First
Mention
n=1003
2014
First
Mention
n=1000
2015
First
Mention
n=1002
10%
12%
14%
15%
19%
20%
18%
6%
13%
19%
14%
15%
19%
15%
46%
24%
18%
24%
16%
8%
12%
8%
13%
12%
9%
10%
7%
8%
2%
3%
4%
4%
6%
6%
6%
2%
1%
1%
2%
1%
1%
6%
3%
3%
4%
5%
4%
8%
5%
1%
2%
2%
2%
4%
4%
5%
Murder
1%
1%
<1%
1%
1%
3%
3%
Theft of vehicles
1%
1%
1%
2%
2%
2%
3%
1%
1%
1%
1%
1%
1%
1%
Knife crime
<1%
1%
<1%
<1%
1%
1%
LRT Safety
1%
1%
2%
1%
2%
2%
1%
Youth crime
1%
2%
1%
1%
1%
1%
1%
<1%
1%
2%
4%
3%
2%
2%
2%
1%
1%
1%
<1%
1%
1%
<1%
1%
Domestic abuse
<1%
<1%
1%
<1%
<1%
<1%
1%
Damage to property
<1%
2%
1%
2%
1%
1%
1%
Other
2%
1%
<1%
1%
1%
2%
<1%
Dont know
3%
4%
4%
2%
4%
3%
3%
Safety or Crime Issue of Greatest Concern

Increase in population
B3A.
46
SAFETY OR CRIME ISSUE OF GREATEST CONCERN

Table 16
Safety or Crime Issue of Greatest Concern Total Mentions

2009
Total
Mentions
n=1006
2010
Total
Mentions
n=1004
2011
Total
Mentions
n=1005
2012
Total
Mentions
n=1002
2013
Total
Mentions
n=1003
2014
Total
Mentions
n=1000
2015
Total
Mentions
n=1002
House break-ins/break and enter
22%
30%
35%
30%
27%
31%
27%
10%
12%
14%
15%
19%
20%
18%
54%
33%
25%
32%
22%
13%
18%
21%
25%
23%
19%
18%
13%
16%
12%
15%
15%
15%
17%
16%
13%
6%
7%
5%
9%
11%
12%
11%
8%
7%
9%
12%
10%
14%
9%
Theft of vehicles
6%
8%
7%
7%
8%
7%
9%
Gun crime/shootings
6%
4%
3%
4%
2%
3%
8%
Murder
3%
3%
2%
3%
3%
6%
6%
4%
6%
6%
4%
4%
4%
3%
Sexual assault
3%
2%
2%
7%
3%
3%
2%
Domestic abuse
2%
2%
2%
2%
2%
2%
2%
Damage to property
2%
5%
4%
4%
3%
4%
2%
Youth crime
2%
3%
2%
2%
3%
2%
2%
Homelessness/increase in homelessness
3%
1%
2%
1%
1%
1%
2%
LRT Safety
2%
3%
4%
3%
3%
4%
2%
1%
2%
1%
1%
2%
1%
2%
Other
3%
1%
1%
2%
2%
4%
5%
Dont Know
5%
4%
4%
4%
6%
6%
5%
Safety or Crime Issue of Greatest Concern
B3A.
B3B.
What other safety or crime issues come to mind?
47
PRIORITY SETTING
Table 17
Priority Setting First Mention*

2010
n=1004
2011
n=1005
2012
n=1002
2013
n=1003
2014
n=1000
2015
n=1002
4%
9%
11%
12%
14%
12%
21%
14%
16%
7%
7%
9%
5%
6%
4%
6%
8%
7%
4%
9%
9%
9%
4%
7%
2%
4%
3%
5%
4%
7%
7%
6%
2%
2%
6%
7%
Better communication with the public / more transparency / more accountability
3%
4%
5%
7%
4%
7%
6%
4%
6%
5%
8%
5%
9%
9%
8%
7%
5%
5%
16%
13%
11%
8%
10%
4%
2%
2%
1%
5%
5%
4%
Youth crime
2%
4%
5%
2%
2%
2%
<1%
<1%
<1%
<1%
<1%
1%
<1%
<1%
--
<1%
1%
1%
<1%
1%
1%
<1%
1%
1%
Quicker response time
<1%
<1%
1%
<1%
1%
1%
--
<1%
<1%
<1%
<1%
1%
<1%
<1%
<1%
<1%
1%
1%
1%
1%
<1%
<1%
1%
1%
<1%
<1%
<1%
1%
1%
1%
Other
1%
1%
1%
<1%
1%
1%
Dont know
9%
9%
9%
16%
10%
14%
Priority Setting
Conflicts with different segments of the community
Driving under the influence
G1.
48
What do you think the Calgary Police should focus on going forward?
*Responses 1% or greater based on first mention in 2015
PRIORITY SETTING
Table 18
Priority Setting Total Mentions*

2010
n=1004
2011
n=1005
2012
n=1002
2013
n=1003
2014
n=1000
2015
n=1002
4%
15%
13%
16%
21%
19%
Better communication with the public / more transparency / more accountability
4%
8%
8%
14%
8%
17%
9%
9%
4%
8%
14%
15%
28%
23%
28%
12%
13%
13%
3%
6%
5%
9%
8%
13%
8%
10%
8%
11%
17%
12%
2%
2%
2%
10%
10%
11%
21%
18%
22%
12%
12%
10%
10%
9%
11%
10%
14%
9%
4%
9%
10%
10%
4%
8%
17%
15%
14%
10%
13%
8%
Youth crime
4%
9%
10%
5%
4%
5%
1%
1%
2%
2%
2%
4%
<1%
<1%
1%
<1%
1%
3%
Need more support from the judicial system
3%
2%
1%
2%
2%
2%
1%
3%
5%
1%
3%
2%
2%
4%
3%
2%
5%
2%
Not preoccupied with minor crimes / issuing traffic tickets
2%
2%
3%
2%
2%
2%
Driving under the influence
1%
1%
2%
2%
2%
2%
<1%
1%
--
1%
1%
2%
Quicker response time
1%
1%
2%
1%
2%
2%
Dont know
9%
9%
9%
16%
10%
14%
Priority Setting

Conflicts with different segments of the community
G1.
49
What do you think the Calgary Police should focus on going forward?
*Responses 2% or greater based on first mention in 2015
OFFICER CHARACTERISTICS
Table 19
Officer Characteristics*
2009
2010
2011
2012
2013
2014
2015
n=968
n=969
n=982
n=969
n=970
n=971
n=975
Strongly Agree (Top Box 9-10)
44%
41%
44%
47%
44%
46%
49%
Middle Box 7-8
44%
43%
41%
41%
45%
40%
41%
Disagree (Bottom Box 1-6)
12%
16%
15%
12%
11%
14%
11%
NA
n=986
n=989
n=991
n=989
n=995
n=994
NA
44%
46%
47%
48%
49%
50%
Middle Box 7-8
NA
40%
37%
39%
38%
37%
37%
Performance of the CPS

Officers are respectful
Is friendly
NA
16%
17%
14%
14%
14%
13%
n=883
n=916
n=904
n=895
n=887
n=907
n=892
39%
33%
37%
40%
40%
43%
45%
Middle Box 7-8
49%
50%
48%
47%
47%
43%
44%
12%
17%
15%
13%
13%
14%
11%
NA
n=981
n=991
n=992
n=992
n=990
n=995
NA
35%
40%
40%
40%
43%
43%
Middle Box 7-8
NA
47%
43%
44%
47%
41%
43%
NA
18%
17%
16%
14%
15%
14%

Officers are ethical
Demonstrates the appropriate level of care and

concern

C4.
D1.
50
*Excludes dont know
PROFESSIONALISM
Professionalism*
Table 20
2009
2010
2011
2012
2013
2014
2015
NA
NA
NA
NA
NA
NA
n=976
NA
NA
NA
NA
NA
NA
52%
Middle Box 7-8
NA
NA
NA
NA
NA
NA
39%

Officers are professional
NA
NA
NA
NA
NA
NA
9%
n=936
n=961
n=960
n=969
n=946
n=970
n=961
43%
38%
42%
43%
43%
45%
48%
Middle Box 7-8
49%
50%
46%
48%
47%
45%
44%
8%
12%
11%
9%
10%
10%
8%
n=894
n=909
n=924
n=909
n=918
n=936
n=936
37%
37%
37%
38%
39%
38%
43%
Middle Box 7-8
50%
44%
45%
45%
46%
47%
44%
12%
20%
18%
17%
15%
15%
13%
n=862
n=891
n=905
n=875
n=871
n=886
n=866
31%
30%
34%
36%
31%
34%
39%
Middle Box 7-8
52%
48%
45%
46%
51%
47%
45%
17%
22%
21%
18%
17%
19%
16%
n=930
n=946
n=945
n=950
n=923
n=940
n=925
31%
30%
34%
35%
33%
35%
38%
Middle Box 7-8
51%
48%
45%
47%
51%
45%
47%
18%
23%
20%
18%
16%
20%
15%
Officers are competent in their duties

Officers clearly understand my safety needs and
concerns
Responds in a fair way when dealing with all

segments of the Calgary community
Uses its authority and force appropriately
C4.
D1.
51
Based on your experiences or just your general impressions, please tell us whether you agree or disagree with the
following statements. Please use a scale where 1 is strongly disagree and 10 is strongly agree. The Calgary
Police Service
Next, I am going to read you a number of statements that may describe the Calgary Police. Please rate your level
of agreement with each of the following statements. Scale: 1=Strongly disagree / 10=Strongly agree

*Excludes dont know
SERVICE
Service
Table 21
2009
2010
2011
2012
2013
2014
2015
NA
n=988
n=996
n=988
n=995
n=997
n=994
NA
50%
53%
53%
51%
54%
54%
Middle Box 7-8
NA
36%
35%
38%
39%
35%
35%
NA
14%
13%
9%
10%
11%
11%
n=887
n=915
n=909
n=920
n=913
n=921
n=924
35%
35%
37%
39%
42%
42%
46%
Middle Box 7-8
45%
44%
43%
44%
44%
43%
40%
20%
21%
20%
17%
14%
15%
14%
NA
NA
n=997
n=993
n=999
n=998
n=998
44%
44%
45%
43%

Is dedicated to reducing levels of crime
Officers are there when I need them
Meets my expectations as a police service
NA
NA
44%
Middle Box 7-8
NA
NA
40%
42%
43%
41%
45%
NA
NA
17%
13%
13%
14%
12%
Responds quickly when needed
NA
n=937
n=948
n=953
n=951
n=978
n=969
NA
32%
41%
40%
41%
43%
40%
Middle Box 7-8
NA
46%
41%
44%
44%
42%
43%
NA
22%
19%
16%
15%
16%
17%
n=983
n=971
n=981
n=981
n=971
n=970
n=969
28%
28%
32%
31%
34%
35%
38%
Middle Box 7-8
57%
55%
53%
53%
53%
50%
49%
15%
16%
15%
17%
13%
15%
13%

Provides an adequate amount or level of service to
the public
C4.
D1.
52
Police Service

*Excludes dont know
IN THE COMMUNITY
In the Community
Table 22
2009
2010
2011
2012
2013
2014
2015
NA
n=986
n=989
n=986
n=990
n=991
n=995
NA
44%
51%
48%
51%
51%
52%
Middle Box 7-8
NA
42%
36%
40%
38%
37%
37%
NA
15%
13%
12%
11%
13%
11%
n=887
n=904
n=922
n=900
n=893
n=903
n=895
41%
39%
40%
41%
39%
41%
46%
Middle Box 7-8
41%
40%
38%
39%
40%
42%
39%
17%
21%
22%
21%
21%
17%
15%
n=978
n=988
n=980
n=986
n=979
n=985
n=980
28%
31%
32%
35%
35%
35%
39%
Middle Box 7-8
46%
45%
44%
42%
45%
46%
44%
26%
23%
24%
22%
20%
19%
16%
n=927
n=932
n=941
n=961
n=932
n=944
n=940
29%
28%
32%
32%
33%
37%
36%
Middle Box 7-8
50%
48%
45%
44%
45%
44%
44%
21%
24%
24%
24%
22%
20%
20%
NA
n=929
n=952
n=939
n=948
n=967
n=964
NA
29%
32%
32%
32%
33%
32%
Middle Box 7-8
NA
49%
48%
50%
49%
47%
49%
NA
22%
20%
18%
20%
20%
19%

Supports the community

The community police facilities make it easy to
access police services
Maintains appropriate visibility in the community

Adequately communicates crime issues and trends
to the community

Uses crime prevention measures and programs
effectively
C4.
D1.
53
Police Service

*Excludes dont know
PERFORMANCE
PERFORMANCE
Table 23
2009
2010
2011
2012
2013
2014
2015
NA
n=980
n=974
n=974
n=977
n=986
n=987
NA
26%
30%
28%
32%
37%
35%
Middle Box 7-8
NA
37%
39%
43%
41%
42%
41%
NA
37%
31%
29%
26%
21%
23%
NA
n=941
n=918
n=934
n=921
n=963
n=933
NA
13%
14%
14%
15%
19%
17%
Middle Box 7-8
NA
31%
34%
38%
38%
43%
43%
NA
57%
52%
48%
47%
38%
40%

Has the capacity to fully enforce the law
Is adequately staffed
C4.
D1.
54
Police Service

*Excludes dont know
SOCIAL MEDIA PREFERENCES
Table 24
Social Media Preferences

Reach Citizens
2012
n=1002
2014
n=1000
2015
n=1002
Facebook
23%
27%
30%
Twitter
12%
16%
15%
2%
21%
10%
Email
--
5%
6%
Telephone / Cellphone
--
10%
4%
Newspaper
2%
8%
4%
Radio
2%
11%
4%
--
2%
2%
Television
Internet / website (other)
--
1%
2%
The CPS Website
1%
3%
2%
LinkedIn
5%
1%
1%
In Person
--
1%
1%
Mail (e.g. letters, flyers, newsletters)
--
2%
1%
Other
--
1%
1%
51%
6%
6%
5%
27%
35%
Instagram
Dont know
None / I dont use social media
J4.
55
What social media sites should the Calgary Police Service use to reach you?
CPS APPS
Table 25
CPS Apps
Information Citizens Would Like to

Receive on App
2012
n=352
2014
n=405
2015
n=427
Crime mapping
65%
40%
33%
News releases
62%
40%
23%
Local / neighbourhood crime information
9%
13%
18%
Public / community announcements
2%
2%
10%
Amber alerts
44%
16%
10%
Contact information
53%
11%
9%
Crime prevention tips
53%
9%
8%
(Among those who said they would

use a CPS mobile or tablet app)
Traffic updates / issues

I want to report non-emergency crime through
the app
4%
11%
8%
49%
10%
7%
Most wanted and missing person alerts
49%
8%
7%
5%
1%
Crime rates / statistics (general)

Information about police service decisions /
actions
Information about police officers
(e.g., location)
Emergency contact / ability to quickly report
crime
3%
1%
2%
-
Top mentions in Other in 2015 include:
General information
CPS community programs, services and public events
5%
Criminals or high risk offenders released into community
5%
Lock downs / incidents in community
Weather alerts
3%
Daily activities of police
Information on laws, bylaws, how to report things
Access to forms
3%
2%
2%
Information about domestic violence
35%
1%
2%
Youth Program Information
35%
2%
2%
Parent resources
34%
1%
<1%
Career information
23%
1%
<1%
Other
2%
7%
27%
Dont know
5%
12%
11%
Each topic mentioned in Other is 1% or less of total mentions
J7.
56
What information would you like to receive through the app?
Appendix E:
Questionnaire
57
QUESTIONNAIRE
58
QUESTIONNAIRE
59
QUESTIONNAIRE
60
QUESTIONNAIRE
61
QUESTIONNAIRE
62
QUESTIONNAIRE
63
QUESTIONNAIRE
64

CPC Annual Citizen Survey Report October 15 2015

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Calgary Police Commission

Annual Citizen Survey Report

Citizen Perceptions of Crime & Safety

Confidence in the CPS

Citizen Perceptions of the CPS

Contact with the CPS

17 minute telephone survey

June 22 to August 16, 2015.

Sample Size &

1,002 City of Calgary residents

Field supervisors were present

Indicates significantly lower than

Indicates that tracking is not

See Appendix for more detailed information on methodology.

Citizen Perceptions of Crime & Safety

95% of citizens agree that Calgary is a safe city to live in*.

% Agreement Calgary is a Safe City to Live in

41% 41% 40%

55% 56% 55%

<1% <1% <1% <1% <1% <1%

*2015 results for Somewhat Agree + Strongly Agree = 95%

PERCEIVED CHANGE IN CRIME RATE

Stayed the Same

Denotes statistically higher than 2014

None / no issue of great concern

House break-ins / break and enter

Illegal gang activities

Illegal drug activities

Traffic violations (speeding, unsafe driving)

Gun crime / shootings

Assault causing injury

Theft other than vehicles

Homelessness / increase in homelessness

Safety in public places (downtown, streets)

Violent crimes (general)

Safety of Crime of Greatest Concern

Perceived Change in Calgary Crime Rate

Perceived Crime Safety Issues*

Denotes statistically lower than 2014

What other safety or crime issues come to mind?

*Responses 1% or greater based on first mention

Illegal gang activities

More visible presence

No suggestions (keep up the good work / general positive comment)

Improve officers training / competence

Safety in public places (downtown, streets)

Better communication with the public / more transparency / more

Traffic violations (speeding, unsafe driving)

Illegal drug activities

Hire more officers / more funding

More efforts to reduce crime

Gun crime / shootings

Homelessness / increase in homelessness

House break-ins / break and enter

*Responses 1% or greater based on first mention

Confidence in the CPS

Confidence in the CPS

Not confident at all

Not very confident

<1% <1% <1% <1% <1% 0%

Denotes statistically higher than 2014

REASONS FOR CONFIDENCE

Reason for Confidence Rating*

Trust them / they do a good job / the best they can