The study sample included about 5,000 residents of England and Wales who were questioned about their encounters with the police. Over the course of a little more than a year, 56 percent contacted the police themselves, and 15 percent were involved in police-initiated encounters. Only a few of police-public contacts involved emergencies. The public had a great deal of confidence in the police, with 85 percent indicating police performance was good or very good. Opinions about the police were shaped by people's experiences and what they heard from others. The media had the most influence on those who had no direct contacts with the police. The most frequent source of discontent among those who asked for police assistance concerned the amount of effort the police put into their case. The next biggest source of dissatisfaction was the ability of police to answer questions and solve problems. Those who contacted the police about specific criminal incidents were the most unhappy with how their case was handled, followed by those who contacted the police concerning disturbances and other public order problems. Survey data suggest there is a gap between public expectations and police capacity and ability to deliver services. Appendixes contain additional information on the survey procedures and statistical data. 36 references, 21 tables, and 2 figures