Bedfordshire Fire and Rescue Authority Service Delivery Policy and Challenge Group 25 June 2014 Item No. 12 HEAD OF PREVENTION AND PROTECTION

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1 For Publication REPORT AUTHOR: SUBJECT: Bedfordshire Fire and Rescue Authority Service Delivery Policy and Challenge Group 25 June 2014 Item No. 12 HEAD OF PREVENTION AND PROTECTION CUSTOMER SATISFACTION SURVEY REPORT QUARTER 4 1 JANUARY TO 31 MARCH 2014 For further information on this Report contact: ACFO Simon Barker Head of Prevention and Protection Tel No: Background Papers: None Implications (tick ): LEGAL FINANCIAL HUMAN RESOURCES EQUALITY IMPACT ENVIRONMENTAL POLICY CORPORATE RISK Known OTHER (please specify) New CORE BRIEF Y Any implications affecting this report are noted at the end of the report. PURPOSE To report the results of Customer Satisfaction surveys conducted during Quarter 4 1 January to 31 March RECOMMENDATION That Members acknowledge the report and the high levels of customer satisfaction. 12.1

2 1. Introduction 1.1 Surveys are undertaken to establish the levels of customer satisfaction in the following service areas: attending an incident at a domestic property attending an incident at a non-domestic property conducting a Home Fire Safety Check conducting a Fire Safety Audit undertaking school fire safety visits 1.2 Benchmarking against 39 other Fire and Rescue Services is undertaken annually and reported in July each year by ORS (Opinion Research Services). 1.3 The results of these surveys are reported to the Service Delivery Management Team and Corporate Management Team providing opportunities to build upon areas of sound performance and identify potential improvements. 2. Executive Summary % of respondents across all survey areas were very satisfied with our overall service. 2.2 No complaints were received during the period. 2.3 Results show that 85% of respondents to the After the Incident (Domestic and Non-Domestic) and Home Fire Safety Check surveys were very satisfied with the service they received. 2.4 The rate of responses for surveys issued in Quarter 4 is shown below: Area Surveyed Surveys Issued Surveys Returned Rate of Return After the Incident % (Domestic) After the Incident % (Non-Domestic) Home Fire Safety % Check Fire Safety Audits % 2.5 In Quarter 4, for the first time, we issued Fire Safety Audit and After the Incident (Non Domestic) surveys via a link from the Bedfordshire Fire and Rescue Service consultation portal. Response rates for these two survey areas were higher online than the traditional postal surveys. 12.2

3 3. Results 3.1 After the Incident (Domestic): No complaints were received through the customer satisfaction service. 372 surveys were posted out with 278 returned. Of the 167 respondents who contacted our Service Control; 159 stated they were very satisfied, with 8 stating they were fairly satisfied with the initial contact Initial contact with Control Communication Centre * 167 responders Incident response times * 278 responders 12.3

4 3.1.3 Overall satisfaction with service received * 278 responders 3.2 After the Incident (Non Domestic): No complaints were received through the customer satisfaction service. A total of 70 surveys were issued. 21 were ed via a survey link to the Bedfordshire Fire and Rescue Service consultation portal, the remainder, 49 were posted out. 45 completed surveys were received. The response rate from the consultation portal was 81% (17 out of 21) and 57% (28 out of 49) for posted responses. All respondents who contacted Service Control claimed they were very satisfied with the way their call was handled. 42 out of 45 responders stated the Service arrived quicker than expected at the scene with 3 claiming arrived as expected. All 45 responders claimed they were very satisfied with the overall service they received. 12.4

5 3.2.1 Attendance to the Incident: *45 responders 3.3 Home Fire Safety Check: There were no complaints received during Quarter surveys were posted out with 312 surveys returned. All 312 responders claimed they were either very or fairly satisfied with the service they received How long did you wait for your Home Fire Safety Check? *312 responders 12.5

6 3.4 Fire Safety Audit Surveys: No complaints were received through the customer satisfaction service. A total of 903 Fire Safety Audits were carried out in Quarter 4 (figures supplied by MIS). 140 randomly selected surveys were sent out with a return of 113. Please note: 72 of the 113 were submitted online (64%). All 113 claimed they were either very or fairly satisfied with the audit process. 111 of the 113 (98%) stated they felt better equipped to deal with risk after the audit process. 4. Additional Information 4.1 Fire Safety Audit and After the Incident (Non Domestic) Surveys have been set up on the Consultation Portal. In Quarter 4 the survey link was ed directly to named individuals for data gathering. Contact details were gained from the relevant section on MIS. 4.2 The Service received 22 compliments in relation to the work carried out by Community Safety Fitters. 4.3 The Engagement and Partnership Officer will continue to expand the use of the Consultation portal for issuing surveys via A full year report, including results from the benchmarking, will be issued at the September meeting. ACFO S BARKER HEAD OF PREVENTION AND PROTECTION 12.6

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