Quality of Service
West Yorkshire Fire and Rescue Service (WYFRS) feels it is essential to analyse and publicise satisfaction levels for the full range of customers for all the main areas of our service.
One of the ways through which these views are obtained is the Quality of Service Survey. Each month, a questionnaire is sent to a 10% random selection of the incidents attended in the previous month. The questionnaire is sent out by WYFRS but is returned directly to an independent research company via freepost. The returned questionnaires are processed and the information obtained is analysed with a feedback report sent to West Yorkshire Fire and Rescue Service.
We include in our measurement of satisfaction specific questions relating to:
- The initial contact made with the Fire Service
- Timeliness of our attendance
- Service provided at the scene
- Information and advice given
- Overall satisfaction with the quality of customer service
Below is a summary of performance results for West Yorkshire from the independent research company relating to 238 completed questionnaires for 2011/12.
Domestic (household) respondents (143 responses):
- 97% were very satisfied or fairly satisfied with their initial telephone contact with the Fire Service.
- 57% said that the Fire Service arrived at the incident quicker than expected and 33% said that the arrival time was as expected.
- 100% of respondents were very satisfied or fairly satisfied with the service provided at the scene and 98% felt that the Fire Service kept the effects of the incident to a minimum.
- 93% received fire safety information at the scene, in the form of general safety advice, 70% were offered a Home Fire Safety Check and 52% received an advice booklet.
- Overall, 98% of respondents expressed their satisfaction with the service received from West Yorkshire Fire and Rescue Service; 94% were very satisfied.
Non-domestic respondents (95 responses):
- 100% were satisfied with their initial telephone contact with the Fire Service, with 96% being very satisfied.
- 38% said that the Fire Service arrived at the incident quicker than expected and 57% said that the arrival time was as expected.
- 97% of respondents felt West Yorkshire Fire and Rescue Service kept the effects of the incident to a minimum.
- 100% of respondents were satisfied with the service provided at the scene, with 89% being very satisfied.
- 74% received fire safety information at the scene, in the form of general safety advice and 29% received an advice booklet.
- Overall, a full 100% of respondents expressed their satisfaction with the service received from West Yorkshire Fire and Rescue Service and of these 89% were very satisfied.
Fire Protection
The Quality of Service Survey relating to the Service’s enforcement responsibilities under the fire safety legislation has recently been carried out.
It is important that enforcement inspectors take care to help businesses and others meet their legal obligations without unnecessary expense whilst taking firm action including prosecution, where appropriate, against those who flout the law or act irresponsibly.
Individuals were asked for feedback following a visit within the last 12 months from a Fire Safety Inspecting Officer. The responses assist the Fire Authority to monitor the standard of service being provided by its staff and to assess how satisfied individuals are with the approach made.
The questionnaire was sent to over 500 addresses across West Yorkshire in March 2010, asking the following 15 questions. The results of the survey confirmed a very high level of customer satisfaction with the Authority’s Fire Safety services and identified that overall satisfaction had been maintained and in many areas improved since the survey commenced in 2005.
Survey Questions and Responses
Q. Did the Inspector show you any identification or give their name?
2010 Responses: Yes 99.2% No 0.8%
Q. Did the Inspector fully explain to you the reason for the visit?
2010 Responses: Yes 99.2% No 0.8%.
Q. Was a full explanation clearly given of any remedial work that was necessary to comply with the legislation?
2010 Responses: Yes 92.2% No 7.8%
Q. Were options for addressing the necessary remedial work discussed?
2010 Responses: Yes 47.6% Not applicable 52.4%
Q. Did the inspector discuss with you the timescale for completing the work?
2010 Responses: Yes 80.0% No 20%
Q. Did you consider the inspector's advice was proportional to the risk in your premises?
2010 Responses: Yes 78.2% No 3.2% No reply 18.6%
Q. Did the inspector provide you with information and advice on matters necessary to comply with the legislation?
2010 Responses: Yes 74.2% No 8.1% No reply 17.7%
Q. Did the inspector conduct themselves in a fair, equitable and consistent manner?
2010 Responses: Yes 100% No 0%
Q. Was the inspector courteous at all times?
2010 Responses: Very Good 77.4% Good 22.6% Average 0% Poor 0%
Q. How would you rate the helpfulness of the inspector?
2010 Responses: Very Good 82.4% Good 16.0% Average 1.6% Poor 0%
Q. Did you think the visit by the inspector was of benefit to you and your business?
2010 Responses: Yes 90.4% No 4.0% No reply 5.6%
Complaints
West Yorkshire Fire and Rescue Service is committed to continuously improving the service it provides to the public and local communities, although there are occurrences when expectations have not been fulfilled and this has resulted in a complaint being received. All complaints are investigated and dealt with in accordance with our Complaints Policy.
Following a full investigation into any complaint, a questionnaire is sent to the complainant asking for feedback on the way the matter was dealt with and a measure of their satisfaction with the process.
From 1 April 2011 - 31 March 2012 seven completed questionnaires were returned. A summary of the feedback is shown below:
Initial contact
Six of the seven respondents (85%) agreed that the person dealing with the complaint was polite and friendly. While five respondents (71%) felt they were helpful and four (57%) easy to contact.
(Graphic illustrating these figures) (41.68kb) (PDF Document - Opens in a new window)
How the complaint was dealt with
Six of the seven respondents (85%) were satisfied with the speed in which the complaint was dealt with, 6 (85%) satisfied with the response received and all satisfied with the way in which the complaint was handled.
(Graphic illustrating these figures) (41.35kb) (PDF Document - Opens in a new window)
Compliments and complaints comparison
Below is a graph showing the levels of compliments and complaints received by West Yorkshire Fire and Rescue Service since 2002/03 with a total of complaints received for the period 1 April 2011 to 31 March 2012.
(Graphic illustrating these figures) (73.9kb) (PDF Document - Opens in a new window)
School Visits
Following Fire Safety School visits, that were undertaken by West Yorkshire Fire and Rescue Service between September 2011 to July 2012, a survey questionnaire was distributed to the school teachers. 210 completed responses were returned and a summary of the results is shown below:
Age Group
- 100% of the visits were given to the key stage two age group.
- 100% of respondents felt the information was well communicated
Ease of arrangements
- 100% of respondents agreed that the arrangements for the visit were easy to make.
Lesson delivery
- 100% agreed that the overall lesson was appropriate for the age group of the class and felt that the information was well communicated.
Support materials
- 100% agreed that the visual aid and support materials were appropriate to the lesson and the age of the class and agreed that these were helpful.
Presenting staff
- 100% agreed that the presenters engaged with the group and agreed that they were approachable.
- 100% also agreed that the presenters were both professional and agreed that they were well informed.
Pupil engagement
- 100% agreed that the pupils were interested in the visit and understood what they were being taught.
- 100% agreed that the pupils could remember afterwards what they had been taught and that the message was well communicated to the class.
Satisfaction
- Overall, 100% of the respondents were satisfied with the overall Fire Safety School visit, with 89% being very satisfied.
HFSCs
In order to monitor performance, a follow up survey is sent out to a sample of residents who have had a Home Fire Safety Check (HFSC).
In the year 2011 - 2012 a total of 424 completed responses were returned and a summary of the results is shown below:
Initial Contact
- 100% of respondents agreed the Fire and Rescue Service (FRS) during initial contact were polite and helpful.
- 99% of respondents agreed the FRS were efficient.
- 98% of respondents agreed the FRS were informative.
The Home Fire Safety Check Visit
- 100% of respondents agreed the FRS staff who visited the home were polite and informative.
- 99% of respondents agreed the FRS staff were efficient and helpful.
- 99% of respondents felt the advice given by the FRS was useful and 99% agreed that it was easy to understand.
- In 81% of visits, new smoke alarms were fitted into the resident’s home.
Overall Service
Taking everything into account, 100% of respondents were satisfied with the HFSC service, of whom, 96% were very satisfied.
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