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Fire Safety Inspection Quality of Service Survey Results Report

VIEWS: 5 PAGES: 5

									WARWICKSHIRE FIRE AND RESCUE SERVICE

Fire Safety Inspection Quality of Service Survey Results Report 2008/09


Introduction

The fire safety Quality of Service survey has now been in existence since April 2000. It has
been designed to measure customer satisfaction levels following the attendance of
Warwickshire Fire and Rescue Service at a fire safety inspection. The questionnaires are sent
out at the end of each month to service users following a fire safety inspection. This report
summarises the major findings from the completed questionnaires and make recommendations
for service improvement.

Analysis of Results

Last year 638 fire safety audits were carried out with just 42 complete questionnaires being
returned. It is important to note that of all the audits carried out not all were given the
opportunity to complete the satisfaction survey. This indicates a small response rate of
just 6.6%.

In previous years the process for sending out questionnaires has been reviewed so it is not
possible to compare previous year’s response rates. The responses came from a number of
different types of property with a varying number of employees as illustrated in the charts
below.

                     Type of property                                                         No of employees
                                  2%
                                        2%                                                          2%
                                                                                              7%
                     17%                 7%

                                                                                        10%
                                               14%
               10%


               5%                                  7%
                                                                                  19%
                                              7%                                                                      62%
                       29%



   Hotel              HMO                          Office
   Care               Factory or Warehouse         Licensed Premise
   Education          Public Building              Shop
   Other
                                                                      0 to 20   20 to 49      50 to 99   100 to 999     Not Answered




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WARWICKSHIRE FIRE AND RESCUE SERVICE

General Service and Customer Satisfaction

Initially respondents were asked about why the visit had been undertaken. 86% were
compulsory visits by the fire Service, 2% were requested to comply with legislation, 10% were
requested for advice and 2% declined to answer.

When asked about contacting the Fire Service the majority of respondents, 77% said that
telephone would be their preferred option. The results for letter and email contact were very
similar at 14% and 13% respectively.

Most Recent inspection

When asked about the most recent inspection 90% of respondents told us that that an
appointment was made for the inspector to visit the premises, 7% didn’t make an appointment
and 3% declined to answer. Where an appointment had been made 88% of the appointments
were kept by the inspector, 2% were nor kept and 10% declined to answer.

Of the 42 inspections that were carried out 93% understood why the Fire Safety Audit was
needed, 5% didn’t understand why it was needed and 2% declined to answer.

The following graph illustrates the responses to the question “do you agree or disagree that the
inspector …”



  Suggested Alternative
       Solutions



       Was Informative




                 Polite




          Was Efficient




              Punctual



                          0%    10%      20%      30%     40%       50%     60%      70%      80%    90%     100%

             Strongly agree    Tend to agree   Neither agree or disagree   Tend to disagree   Not Answered




D:\Docstoc\Working\pdf\1721f102-bc07-4319-81cf-e5f12ae0ad70.doc                                                     2
WARWICKSHIRE FIRE AND RESCUE SERVICE

The chart below illustrates the responses to the question B2H do you agree or disagree that
you were given the chance to discuss the results of the audit visit.




   Gave the chance to
   discuss the results




                               0%              20%             40%             60%                 80%            100%

           Strongly Agree            Tend to Agree         Neither Agree nor Dis agree             Not Ans wered



As is illustrated the majority of respondents were satisfied with the initial service, there are no
details as to why anyone expressed dissatisfaction.

The graph below shows what impact the audit had on disruption to the running of the business.
As illustrated, the audits had minimal impact on the running of Businesses.




  Minimal Disruption To
        Busines




                          0%        10%     20%      30%      40%     50%       60%      70%        80%     90%      100%

                                    Strongly Agree   Tend to Agree   Neither Agree nor Dis agree     Not Ans wered




D:\Docstoc\Working\pdf\1721f102-bc07-4319-81cf-e5f12ae0ad70.doc                                                             3
WARWICKSHIRE FIRE AND RESCUE SERVICE

Following the audit visit 57% were required to take action, 38% no action was required and 5%
declined to answer. 57% were informed of the action required at the time of the visit with 2%
not answered and 40% declining to answer.

60% were told of the reasons for action to be explained with 40% not being asked. Of those
asked 60% understood the reasons for the required action but 40% were not informed. Again,
60% of responders agreed the actions required were reasonable.

Following the inspection Businesses were asked if the received a written Audit Report of the
visit. 81% received a report, 17% didn’t receive a report and 2% declined to answer. Of those
who received an audit report 69% agreed it was easy to understand, 12% tended to agree with
19% not asked.

Having received a copy of the audit report 60% agreed it clearly identified any changes that
needed to be made, 12% tended to agree it described necessary changes, 10% declined to
answer and 19% were not asked.

The chart below illustrates the responses to the questions “do you agree or disagree that the
Inspection Report was….”




  Clearly indicated any changes
     that needed to be made




            easy to understand




                                  0%    10%      20%    30%   40%         50%   60%     70%     80%      90%      100%

                                       Strongly agree     Tend to agree         Not Answ ered         Not asked




D:\Docstoc\Working\pdf\1721f102-bc07-4319-81cf-e5f12ae0ad70.doc                                                          4
WARWICKSHIRE FIRE AND RESCUE SERVICE

Overall Summary

In summary 64% of respondents were satisfied with the Fire Inspection Service with 17% fairly
satisfied and 19% declining to answer.

Of the businesses who responded to the audit survey 60% felt that following the survey they
were better equipped to manage risk within their premises, 36% tended to agree with this
question and 5% declined to answer.

The chart below illustrates the responses to the question “Was the audit service you received
from the Fire & Rescue Service…”



   Helpful



  Efficient



       Fair



    Other


              0%   10%    20%        30%         40%   50%   60%       70%         80%   90%   100%

                                Agreed it w as               Declined to Answ er



Strengths

        Officers conduct themselves well during fire safety inspections

        The Service met customers expectations during and after the inspections

Recommendations

        Consideration over sending a check list to businesses before hand letting people know
         what is required from the visit. Do people have the correct paperwork? Some people
         might not be knowledgeable of the requirements.




D:\Docstoc\Working\pdf\1721f102-bc07-4319-81cf-e5f12ae0ad70.doc                                       5

								
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