New York Daily News

March 14, 2015, 11:39 PM



PBA head slams NYPD Commissioner Bratton's idea of offering surveys to 911 callers


Patrick Lynch, head of the Patrolmen’s Benevolent Association, says the idea of offering surveys to 911 callers would not be a good use of resources.

The head of the NYPD’s largest police union says Commissioner Bill Bratton’s idea of offering customer satisfaction surveys to 911 callers would create an expensive and unnecessary layer of bureaucracy.

“New Yorkers have never been shy about voicing their displeasure with any service the city provides as evidenced by the workload of 311,” said Patrick Lynch, head of the Patrolmen’s Benevolent Association.

“We’d much rather see any future investment in the department be put into hiring more police officers to patrol local neighborhoods.”

Bratton proposed in a speech Friday that 911 callers receive a followup text message or email asking them to rate their satisfaction with the response to their emergency.

Ed Mullins, head of the Sergeants Benevolent Association, said he supported the idea but worries some callers will abuse the system.

“There will certainly be a component of chronic complainers — no doubt about that,” Mullins told the Daily News.

“The problem with the NYPD is we take every complaint — even frivolous ones.”

Dennis Gonzalez, president of the NYPD Hispanic Society, also worried cops will be bashed unfairly by callers.

“The way things are today with such negativity against the Police Department, if they start saying everything negative how do we know if it’s even true?” Gonzalez asked.

But Bratton has a rosier vision of the surveys, which are already commonly used by businesses and institutions ranging from Microsoft to Harvard.

“By linking survey results to commands and specific officers, we teach commanders and cops to make citizen satisfaction a priority,” Bratton said Friday.

An NYPD spokesman said there was no timeline for the introduction of the customer-satisfaction surveys.