CMPD Earns National “Organization of the Year” Award

Published on June 06, 2025

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CMPD Earns National “Organization of the Year” Award for Customer Service Excellence

Charlotte, N.C. – (Friday, June 6, 2025) – The Charlotte-Mecklenburg Police Department (CMPD) announced today it has been recognized by the Business Intelligence Group with the prestigious 2025 “Organization of the Year” award for excellence in customer service, specifically honoring CMPD’s groundbreaking CMPD Serves program for “revolutionizing customer service in Charlotte and beyond.”

“This national recognition is a powerful testament to the unwavering dedication of every CMPD officer and civilian who has embraced our 'CMPD Serves' philosophy,” said CMPD Chief Johnny Jennings. “We set out to redefine what customer service means in policing – focusing on respectful, empathetic and effective interactions that truly build trust and strengthen our bonds with the community. This award validates our collective commitment to excellence and to pioneering a new standard for public safety.”

The Business Intelligence Group’s annual awards program aims to recognize organizations that are making customer experience a top priority as well as provide innovative tools and solutions that empower employees to achieve this. CMPD was selected for its comprehensive, department-wide commitment to fostering positive and effective interactions within the community demonstrated through measurable results.

Launched in 2021, CMPD Serves is an innovative initiative that provides extensive training emphasizing a fundamental shift in how employees approach daily interactions through skill enhancement including active listening, fostering connections, education, proficiency and beyond. The program has led to measurable improvements in police-community relations, fostering a more positive and collaborative environment across Charlotte-Mecklenburg.

Data from the program indicates the following specific outcomes:

  • More than 75% of public survey respondents reported a positive impression from CMPD employees they encountered.
  • Among employees, over 40% observed improved communication or interactions with community members, and 36% observed improved communication within the department.
  • Additionally, 32% of employees indicated an improved departmental culture within the program’s first two years.
  • Of those trained, 43% reported applying what they learned, and 61% demonstrated competency in customer service foundational elements.

The implementation of CMPD Serves has coincided with trends in key operational metrics for 2024 including the following:

  • Use of Force incidents decreased by 24%, occurring in less than 1% of police interactions.
  • External complaints decreased by 61%.
  • Internal complaints decreased by 39%.
  • Officer-involved shootings decreased by 43%.

CMPD has worked with other major city police departments around the country interested in fostering a customer service approach at their individual agencies.

These outcomes illustrate CMPD’s dedication to its mission of enhancing trust and public safety, directly supporting the Business Intelligence Group's recognition for customer service excellence.

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About the Business Intelligence Group

The Business Intelligence Group was founded with the mission of recognizing true talent and superior performance in the business world. Unlike other industry award programs, these programs are judged by business executives having experience and knowledge. The organization’s proprietary and unique scoring system selectively measures performance across multiple business domains and rewards those companies whose achievements stand above those of their peers.

About the Charlotte-Mecklenburg Police Department

The Charlotte-Mecklenburg Police Department, www.cmpd.org, is a progressive, technology-driven, metropolitan department that believes strongly in the principles of crime fighting, community engagement and professional development. The department employs more than 1,900 sworn officers, 500 civilian employees and 500 volunteers. If the public has information about a crime, anonymous tips can be provided to Crime Stoppers at 704-334-1600 or http://charlottecrimestoppers.com. 

 

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