New Text Message Surveys To Improve NYPD Service To New Yorkers

Published on September 22, 2021, 3:06 pm
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The New York City Police Department (NYPD) is launching a new public feedback initiative, building on the “How Did We Do?” effort to create a continuous feedback loop with the people we serve. Starting in September, 2021, New Yorkers who have filed a criminal complaint will receive a text message with a link to a customer service survey. This will help to identify customer service gaps, as well as strengths, and provide tangible data to inform policy improvements. The text message will arrive about a month after the complaint is filed, giving the NYPD an opportunity to investigate the case and ensure complainants of certain crimes, such as domestic violence and homicide, are not receiving texts.

This program is beginning in two precincts: the 25th precinct, encompassing the northern portion of East Harlem, including Marcus Garvey Park, Harlem Art Park, and the 125th Street Metro-North Station; and the 113th precinct, encompassing the southeastern area of Jamaica, Queens, along with St. Albans, Hollis, Springfield Gardens, South Ozone Park, South Jamaica, Addisleigh Park, and Locust Manor. This program is possible through the support of the New York City Police Foundation.

“With these new text surveys, we’ll be increasing our ability to gather New Yorkers’ feedback so we can identify service gaps and improve customer service which – in our view – is not just common sense but a continuing top priority,” said Police Commissioner Dermot Shea. “This is Neighborhood Policing in action and another important way to strengthen our relationships with those we serve.”

“We are proud to support the NYPD by funding this important public feedback initiative. The information the department gathers through these texts will help improve the quality of its services while fostering stronger connections between the police and public,” said New York City Police Foundation President and CEO Susan Birnbaum.

This effort builds on the “How Did We Do?” initiative which launched in September, 2020, and includes posters and palm cards at each precinct linking to a service-focused survey. The survey is accessible here or by scanning the QR code with a smartphone’s camera on the poster or palm card.

With the texting initiative, the NYPD will now contact New Yorkers who have filed a complaint with the goal of collecting feedback from people who received a wide variety of help and assistance, which may include reporting lost property, or reporting a crime such as petit larceny, harassment, hate crimes, and assault, among others. The survey asks simple questions about the service people received, and offers the opportunity for general feedback, as well.

The NYPD will use the information collected to help identify service areas that are effective as well as ways to help continually improve the service we provide our communities. This program will be rolled out citywide by the end of the year.

The New York City Police Foundation is a nonprofit organization that provides resources for the NYPD to innovate and improve the quality of its services; build bridges with the community; and make New York City a safer place to live, work and visit.

The Police Foundation provides resources for four core areas of support which:

  • advance programs to prevent violent crime, thwart terrorism, and safeguard the people of our city;
  • strengthen communities by building relationships between the NYPD and community members, including young men and women across the five boroughs;
  • enhance leadership, wellness and training within the NYPD; and
  • pilot new technologies, and provide resources and services to protect the public and the police.


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