Police in Front Royal, Va., are asking members of the community to rate their interactions with officers beginning Friday through an anonymous digital survey.
The department is launching a 120-day pilot program via Guardian Score, a survey designed to measure the fairness, professionalism and communication skills that officers display during routine traffic stops, service calls and any substantial interaction with the citizens.
“We are delighted to launch the Guardian Score initiative. This will give us feedback on our customer service. This program provides a truly transparent measure of procedural justice,” said Chief Kahle Magalis. “It is not a complaints system and is not intended to determine whether or not a citizen ‘likes’ an officer, or the police in general, but how we fare with our communication and professionalism.”
As part of the program, all Front Royal police officers will issue business cards to everyone they interact with, including victims, witnesses and offenders of an incident or traffic stop. The cards will have QR codes that can be scanned with any smart phone that sends that person to the digital survey. Each card is linked to the agent issuing it and can only be used once.
The anonymous survey will ask the person to rate agents on their professionalism, ability to listen, fairness, helpfulness and ability to explain next steps. Results are delayed for five to seven days, when police chiefs and officers can check their dashboard to see customer service scores, providing another layer of anonymity.
Front Royal isn’t the first city in Virginia to do so; in April, the Warrenton Police Department launched a similar program, the results of which have been helpful. The overall goal of this program, Warrenton Police said, is to better serve their community.
“I was able to learn that I’m good at communicating with people and listening to them,” said Warrenton agent Johnna Sylvester.