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Are victims satisfied? Part 2 – a scoping review

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Overview

This scoping review explores how Police and Crime Commissioners (PCCs) measure, monitor and use victim satisfaction feedback to inform and improve service design and delivery.

Based on the thematic analysis of 21 PCC survey responses, the review found that most participating PCCs were collecting and using victim feedback to help improve support services for victims in their local areas.

As the Ministry of Justice introduces its new reporting requirement for PCCs, a framework which focuses on outcomes (e.g. to what extent a service has helped victims to cope and recover from the effects of the crime they experienced) and outputs (e.g. number of referrals); this review concludes that victim satisfaction feedback remains an important temperature check of how victim support services are working. The Victims’ Commissioner therefore makes four recommendations to encourage the continuation and improvement of satisfaction monitoring among PCCs.

This is the second report in a two-part series. It follows the scoping review published last year which looked at victim satisfaction measurement and monitoring among police forces in England and Wales.