Can police enhance public confidence by improving quality of service? Results from two surveys in England and Wales

Public opinions of the police have been a fixture at the top of the policy agenda in England and Wales in recent years, with successive governments stating they wish to see improvements in 'trust and confidence'. But significant doubts remain as to how this might be done, and even if it is possible for police to enhance public confidence in any straightforward way. Indeed, it often seems that it is much easier for police to damage public opinion than to improve it. This paper reports findings from two surveys on contact between the public and the police conducted in England and Wales. First, panel data are used to examine the issue of 'asymmetry' in the relationship between satisfaction with police contacts and wider public confidence in the police. Negative pre-existing opinions of the police are found to be predictive of negatively received contact, while positive views do not predict well-received contact. Yet, single contacts, both negative and positive, are predictive of subsequent confidence in the police. Second, British Crime Survey data are used to investigate what 'drives' satisfaction among crime victims. Personal treatment appears to be valued over criminal justice outcomes, providing support for process-based policing models. It appears that fears about an absolute asymmetry in the effect of contact on confidence may be overstated, and that improving the way officers handle encounters might lead to enhanced trust and confidence.