Appendix

A – Questionnaire

What is your experience that you received at the police station? The experience was either great or poor, depending on area of the police station.

How long did you have to wait in order for a police official to help you? The wait was approximately five to ten minutes depending on how many police officials were around to assist, how long it took them to assist or how long the queue was.

Is the station environment welcoming? The station was not welcoming as there were no clear directions of where to go or who to speak to for certain problems, you had to wait in a queue until then sent you to the right department and this made the client not feel welcome and comfortable.  Although some stations did have signage but it wasn't properly implemented.

Was the communication skills good? The communication was quite bad as police officials were not approachable, morale was low, or the communication was fairly good as certain problems were solved quickly.

Do members introduce themselves when assisting you? When you approached the counter to report an incident the officer did not greet me however displayed a sense of acknowledgement but I was not presented with his name rather i had to read it of his badge myself

Is the reception you received friendly? When you were receiving help the officer displayed a low level of empathy and concern as their reactions and body language were cold and emotionless and seemed to be bothered with having to complete the paperwork.

Were you comfortable explaining your problem to the member? When the incident was described to the officer you are left feeling as if you were in a safe but a hostile and almost non-emphatic environment.

Was the member able to help you satisfactorily? At the end of reporting the incident to the member of the SAPS we were not satisfied with what was said to be done regarding your issue and left us leave feeling that your issue would end their at the desk and nothing happened.

In your opinion was the member knowledgeable regarding his/her job?

After interaction with the member of the SAPS I gained a feeling that he or she was not knowledgeable or interested in their job and seemed as if they were just there for the paycheck with the exception of superior officers been more knowledgeable understandings of their duties of a police officer.

How will we use the answers in our research above in order to create solutions?

Through gaining a thorough understanding of our findings, we can clearly see the areas that need to be worked on. Specific areas we should focus that were lacking were brand and public image, sense of direction, morale and the various communication barriers.

What is your experience that you received at the police station? The experience was either great or poor, depending on area of the police station.

How long did you have to wait in order for a police official to help you? The wait was approximately five to ten minutes depending on how many police officials were around to assist, how long it took them to assist or how long the queue was.

Is the station environment welcoming? The station was not welcoming as there were no clear directions of where to go or who to speak to for certain problems, you had to wait in a queue until then sent you to the right department and this made the client not feel welcome and comfortable.  Although some stations did have signage but it wasn't properly implemented.

Was the communication skills good? The communication was quite bad as police officials were not approachable, morale was low, or the communication was fairly good as certain problems were solved quickly.

Do members introduce themselves when assisting you? When you approached the counter to report an incident the officer did not greet me however displayed a sense of acknowledgement but I was not presented with his name rather i had to read it of his badge myself

Is the reception you received friendly? When you were receiving help the officer displayed a low level of empathy and concern as their reactions and body language were cold and emotionless and seemed to be bothered with having to complete the paperwork.

Were you comfortable explaining your problem to the member? When the incident was described to the officer you are left feeling as if you were in a safe but a hostile and almost non-emphatic environment.

Was the member able to help you satisfactorily? At the end of reporting the incident to the member of the SAPS we were not satisfied with what was said to be done regarding your issue and left us leave feeling that your issue would end their at the desk and nothing happened.

In your opinion was the member knowledgeable regarding his/her job?

After interaction with the member of the SAPS I gained a feeling that he or she was not knowledgeable or interested in their job and seemed as if they were just there for the paycheck with the exception of superior officers been more knowledgeable understandings of their duties of a police officer.

How will we use the answers in our research above in order to create solutions?

Through gaining a thorough understanding of our findings, we can clearly see the areas that need to be worked on. Specific areas we should focus that were lacking were brand and public image, sense of direction, morale and the various communication barriers.