UK Data Service data catalogue record for:

Metropolitan Police Service User Satisfaction Survey, 2005/06-2017/18

Title details

SN: 7084
Title: Metropolitan Police Service User Satisfaction Survey, 2005/06-2017/18
Alternative title: MPS USS
Persistent identifier: 10.5255/UKDA-SN-7084-5
Depositor: Metropolitan Police Service. Strategy and Performance
Depositor: Mayor's Office for Policing and Crime
Principal investigator(s): Metropolitan Police Service. Strategy and Performance
Mayor's Office for Policing and Crime
Data collector(s): Opinion Research Services Ltd
Sponsor(s): Metropolitan Police Service


The citation for this study is:

Metropolitan Police Service. Strategy and Performance, Mayor's Office for Policing and Crime. (2018). Metropolitan Police Service User Satisfaction Survey, 2005/06-2017/18. [data collection]. 5th Edition. UK Data Service. SN: 7084,

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Subject Categories

Consumer behaviour - Economics
Crime and law enforcement - Law, crime and legal systems


Abstract copyright UK Data Service and data collection copyright owner.

The Metropolitan Police Service User Satisfaction Survey (MPS USS) (formerly known as the Crime Victim Survey) is a corporate survey tool used to measure crime victims' satisfaction with a specific instance of their contact with police. The survey covers the process from initial contact with police, through to police action and follow-up, whilst considering police treatment throughout the process. These elements feed into the main measure of 'Overall Satisfaction', and the results feed into the 'Citizen Focus' domain of Home Office measures. The Overall Satisfaction measure is further explored in order to monitor difference in satisfaction between white and black and minority ethnic (BME) groups, as well as victims of racist incidents. The results are gathered through telephone interviews with c. 18,000 victims a year, by an external market research company on behalf of the MPS. Victims are interviewed 6-12 weeks after they have reported the crime, and interviewing takes place throughout the year. The file currently includes data from 32 quarters between 2005/6 and 2017/18, though the documentation largely covers 2011 onwards.

The sample includes victims of burglary, violent crime, vehicle crime, racially-motivated and homophobic crime, between the ages of 16 to 85 years. It excludes victims of domestic violence, serious assaults and sexual offences. Road Traffic Collision victims have not been surveyed since the fiscal year 2012-13. The USS data is reported quarterly within the MPS, and is also provided to the Home Office and Her Majesty's Inspectorate of Constabulary (HMIC).

Another MPS survey series, the Metropolitan Police Public Attitudes Surveys, is held at the UK Data Archive under SN 7048.

Latest edition information:
For the fifth edition (June 2018) data for Quarters 49-52 were added, extending the study coverage to 2017/18.

Main Topics:
The questionnaire covers police response to the incident report; subsequent police actions and follow-up; victims' perceptions of their treatment by the police, overall satisfaction/dissatisfaction with the service received; respondent demographics.

Coverage, universe, methodology

Dates of fieldwork: April 2005 - March 2018
Country: England
Geography: Greater London
Spatial units: London Boroughs
Observation units: Individuals
Kind of data: Numeric data
Alpha/numeric data
Individual (micro) level
Universe: Subnational
Victims of certain crimes who were service users of the Metropolitan Police Service, during 2005-2018.
Time dimensions: Repeated cross-sectional study
Sampling procedures: Multi-stage stratified random sample
See documentation for details.
Method of data collection: Telephone interview
Weighting: Weighting used. See documentation for details.

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Administrative and access information

Date of release:
First edition: 16 August 2012
Latest edition: 13 June 2018 (5th Edition)
Copyright: Copyright Metropolitan Police Service
Access conditions: The depositor has specified that registration is required and standard conditions of use apply. The depositor may be informed about usage. See terms and conditions of access for further information.
Availability: UK Data Service
Contact: Get in touch


Title File Name Size (KB)
Victim Satisfaction Survey Guidance 2011-12 7084_guidance_victim_satisfaction_201112.pdf 284
Victim Satisfaction Survey Guidance 2016-17 7084_user_satisfaction_guidance_2016-2017_v1.pdf 969
Telephone Interview Script 2014-15 7084_uss_201415_final_script.pdf 550
Telephone Interview Script 2015-16 7084_uss_2015-16_final.pdf 740
Telephone Interview Script 2016-17 7084_uss_2016-17_final.pdf 771
Changes in Methodology and Context 2012 7084_uss_changes.pdf 208
User Satisfaction Survey Further Information 2011-12 7084_uss_further_information.pdf 316
Telephone Interview Script 2011-12 7084_uss_questionnaire_2011-12.pdf 600
Telephone Interview Script 2012-13 7084_uss_questionnaire_2012-13.pdf 551
User Satisfaction Survey Guidance 2011-12 7084_uss_survey_guidance.pdf 209
Study information and citation UKDA_Study_7084_Information.htm 6
READ File read7084.htm 10
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By principal investigator(s):

Resulting from secondary analysis:
Aihio, N., Frings, D., Wilcock, R. and Burrell, P. (2017) Crime victims' demographics inconsistently relate to self-reported vulnerability, Psychiatry, Psychology and Law, 24(3). doi:10.1080/13218719.2016.1247418. Retrieved August 10th, 2017 from


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