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London Fire Brigade - User Satisfaction Survey

London Fire Brigade - User Satisfaction Survey

Q1 First, can I ask what level of contact you had with the London Fire Brigade regarding the incident at this address on [DATE]?

5 August 2000

The results are based on a total of 574 in-home interviews with users of the London Fire Brigade in the last year.
Fieldwork dates: 26 June to 4 August 2000.
Results are weighted by area.
Where results do not sum to 100, this may be due to multiple responses, computer rounding or the exclusion of don't knows/not stated.
An asterisk (*) represents a value of less than half of one per cent, but not zero.
Results are based on all respondents unless otherwise stated.
Where there are small base sizes, the number of responses (instead of percentages) are shown. These numbers are unweighted and represent the number of people that gave a particular response.

Q1 First, can I ask what level of contact you had with the London Fire Brigade regarding the incident at this address on [DATE]?

	%
Called 999 to report the incident	59
I was present when London Fire Brigade attended the incident	69
Had face-to-face contact with London Fire Brigade after the incident	18
Had other forms of contact with London Fire Brigade after the incident eg phone/post	3
Did not have any contact	9

Q2 And can I just ask, did the incident involve fire fighting?

Base: All fire incidents (217)	%
Yes	69
No	27
Don't know	1
Not stated	4

Q3 Overall, how satisfied or dissatisfied were you with the way in which the London Fire Brigade dealt with the incident?

	%
Very satisfied	75
Fairly satisfied	16
Neither satisfied nor dissatisfied	3
Fairly dissatisfied	3
Very dissatisfied	1
Don't know	2

Q4 Why do you say that you are dissatisfied with the way that the London Fire Brigade dealt with the incident?

Base: All who are fairly/very dissatisfied (20)	N
Any comment	20

Note: Unweighted numbers are shown because of small base sizes

Making Contact

Q5 Once the call was transferred to the London Fire Brigade, how satisfied or dissatisfied were [YOU OR PERSON WHO MADE THE CALL] with how quickly the phone was answered?

	%
Very satisfied	57
Fairly satisfied	17
Neither satisfied nor dissatisfied	3
Fairly dissatisfied	*
Very dissatisfied	*
Don't know	23

Q6 How well, if at all, do [YOU OR PERSON WHO MADE THE CALL] think the operator assessed the needs of the situation?

	%
Very well	47
Fairly well	22
Not very well	2
Not at all well	1
Not applicable	2
Don't know	19

Q7 What, if anything, could the operator have done to assess the situation better?

	%
Listened to me/believed what I was saying	1
Been more sympathetic	1
Nothing/situation handled well	3
Other	2
None/no answer	92

Q8 How much advice and reassurance did [YOU OR PERSON WHO MADE THE CALL] feel you needed from the operator until the London Fire Brigade arrived?

	%
A great deal of advice/reassurance	12
A fair amount of advice/reassurance	19
A little advice/reassurance	11
None	28
Don't know	23
Not stated	7

Q9 Did [YOU OR PERSON WHO MADE THE CALL] receive advice or reassurance from the operator in this incident?

	%
Yes	33
No	35
Don't know	25
Not stated	7

Q10 And how helpful, if at all, was the advice and reassurance that was given by the operator until the London Fire Brigade arrived?

Base: All who received advice or reassurance (190)	%
Very helpful	71
Fairly helpful	28
Not very helpful	1
Not at all helpful	0
Don't know	1

Q11 How, if at all, could the operator have been more helpful in giving advice and reassurance until the London Fire Brigade arrived?

	%
Assure me service was on the way/be more assuring	2
Calmed me down to stop me panicking	1
Given more advice/been more helpful	1
Been kinder/more sympathetic	1
Advice/remind you of basics (get everyone out/close doors/turn off water etc)	1
Advice on how best to salvage the property/reduce damage	*
Nothing more they could do	2
Other	6
None/no answer	86

Q12 Thinking now about the time between dialling 999 and the arrival of the London Fire Brigade. Did the service respond quicker than expected, slower than expected, or did they respond as quickly as expected?

	%
Quicker	51
Slower	4
As quickly as expected	32
Not applicable	1
Don't know	6

Dealing with the Incident

Q13 Which two or three of the following do you think are the most important aspects of the service provided by the London Fire Brigade when they attend an incident?

	%
Fire Officers are efficient in dealing with the incident	72
Fire Officers are polite at all times	28
Fire Officers are sensitive to the needs of everyone involved in the incident	41
Fire Officers keep damage to property and belongings to a minimum	28
Fire Officers keep people informed of what is happening	27
Fire Officers have the right equipment to deal with the situation	48
Fire Officers give advice at the scene of the incident on how to get things back to normal	22
Other	2
None	*
Don't know	2

Q14 Thinking about the incident in [MONTH OF INCIDENT], how would you rate each aspect of the London Fire Brigade service?

	Very Good	Fairly Good	Neither Good nor Poor	Fairly Poor	Very Poor	Don't know/No opinion	N/A/Not stated
	%	%	%	%	%	%	%
Efficiency of Fire Officers in dealing with the incident	76	17	2	1	1	1	1
Politeness of Fire Officers	73	16	3	1	1	3	3
Fire Officers' sensitivity to needs of everyone involved in the incident	65	18	7	1	2	4	4
Fire Officers' attempts to minimise damage to property and belongings	52	18	7	1	2	4	16
Fire Officers' keeping people informed of what was happening	52	22	9	1	2	5	9
Fire Officers' having the right equipment to deal with the situation	63	15	6	1	2	6	7
Fire Officers' advice at the scene on how to get things back to normal	47	19	9	2	2	6	15

Q15 Please think about any damage to property or belongings which was a result of the Fire Brigade's actions in attending to the incident. Was this damage more than expected, less than expected, or about what would be expected in the circumstances?

	%
More than expected in the circumstances	6
Less than expected in the circumstances	10
About what would be expected in the circumstances	16
No damage was caused	64
Don't know	3

Q16 What, if anything, could the London Fire Brigade have done to reduce damage to property or belongings?

Base: All who had damage to property (184)	%
Levered the door instead of smashing it	2
Brought/used the right equipment	2
Pumped out the water	1
Arrived quicker	1
Enquired on type of lock instead of destroying door	1
Listen to advice from victims about incident	1
Nothing/they did their best	11
Other	7
None/no answer	74

Medical Assistance

Q17 During the incident, was medical assistance offered or provided by the London Fire Brigade to any member of the public?

	%
Medical assistance offered but not needed	10
Medical assistance offered and provided	5
Medical assistance not offered but was needed	1
Medical assistance not offered and not needed	80
Don't know	3

Q18 How good or poor do you think the London Fire Brigade were at providing medical assistance?

Base:All who were offered medical assistance and medical assistance was provided (32)	%
Very good	71
Fairly good	20
Neither good nor poor	4
Fairly poor	4
Very poor	0
Don't know	1

Saving Property

Q19 Once people were safe from any danger, were you or anyone else at this address asked by Fire Officers whether you had priorities in terms of what to save?

Base: All fire, chemical and flooding incidents (359)	%
Yes, I/someone else was asked and stated priorities	3
Yes, I/someone else was asked but did not have any priorities	*
Yes, I/someone else was asked but unable to state any priorities at the time	1
No, I/someone else was not asked	23
Not applicable	62
Don't know	7
Not stated	4

Q20 To what extent did Fire Officers take into account the priorities stated?

Base: All who were asked and stated priorities (15)	N
A great deal	7
A fair amount	6
Not very much	1
Not at all	0
Don't know	1

Q21 And was there anything rescued from the property at this stage?

Base: All fire, chemical and flooding incidents (359)	%
Yes	12
No	75
Don't know	5
Not stated	8

Before leaving the Scene

Q22 Before they left the scene, did the Fire Officers ensure that the area in and around the incident was either safe or being looked after by someone else?

	%
Yes, Fire Officers made sure the area was safe	74
Yes, Fire Officers ensured that someone else was looking after this	4
No, Fire Officers didn't make sure that the area was safe or that someone else looked after this	3
Not applicable	16
Don't know	3
Not stated	1

Q23 What types of advice, if any, did anyone from the Fire Brigade provide after the event? Please include any advice that was given - whether it was straight after the incident, or during a follow-up visit.

	%
Advice on how to get things back to normal/cleaning up	24
Legal advice	1
Insurance advice	5
Advice on gas, water, electricity	15
Advice on finding new/temporary accommodation	1
Advice on replacing/repairing damaged possessions eg furniture, clothing	4
Financial advice	1
Advice on fire safety for the future	12
Other	11
No advice received	41
Don't know	8

Q24 Who gave you advice?

Base: All who received advice (294)	%
Fire Officer at scene of incident	94
Fire Officer making home visit after the event	2
Fire Officer from the Fire Investigation Unit	1
Don't know	1
Not stated	1

Q25 How useful was the advice that was given?

Base: All who received advice (294)	%
Very useful	61
Fairly useful	33
Not very useful	4
Not at all useful	*
Don't know	*
Not stated	1

Q26 Looking at this list again, is there any type of advice on the list that would have been helpful, following the incident?

	%
Advice on how to get things back to normal/cleaning up	9
Legal advice	4
Insurance advice	4
Advice on gas, water, electricity	7
Advice on finding new/temporary accommodation	2
Advice on replacing/repairing damaged possessions eg furniture, clothing	6
Financial advice	1
Advice on fire safety for the future	8
Other	2
No (more) advice needed	71
Don't know	4

Q27 And is there any other advice you can think of that it would have been helpful to have?

Base: All who would have liked advice (137)	%
Any answer	13
Nothing/no answer	87

Investigation

Q28 Did anyone from the Fire Brigade ask questions about, or investigate, about the cause of the fire at the scene, or after the event by making a home visit?

Base: Fire incidents (217)	%
Fire Officers asked questions or investigated at the scene of the incident	61
Fire Officers from Fire Investigation Unit asked questions after the event by visiting me/someone else at the address	5
Fire Officers did not ask questions or investigate at the scene or after the event	24
Don't know	8
Not stated	2

Q29 I am going to read out some different aspects of the service when the Fire Brigade asked about the cause of the fire. How would you rate each one?

Base: All who said Fire officers investigated at the scene of the incident/Fire Officers from Fire Investigation Unit (143)

	Very Good	Fairly Good	Neither Good nor Poor	Fairly Poor	Very Poor	Don't know/ No opinion	N/A/Not stated
	%	%	%	%	%	%	%
Efficiency of Fire Officer in finding out information they needed	63	30	1	0	0	5	0
Politeness of Fire Officer	68	15	11	0	*	5	1
Sympathy or understanding of the Fire Officer to individual circumstances	61	21	8	*	0	6	3
How well the Fire Officer explained what they were investigating and why	53	24	13	1	0	8	1
Willingness of Fire Officer to answer any questions	59	18	7	0	0	11	5
Ability of Fire Officer to answer any questions	61	14	9	0	0	11	5

Information

I would now like to ask some more general questions about the provision of fire safety advice.

Q30 Have you, or has anybody else in this household, received fire safety information or advice from any of these sources in the last twelve months?

	%
Fire Safety Officers at work	9
Local fire officers	4
From fire safety talks given to children at school	7
Leaflets delivered to your door	6
Letter from the Fire Brigade	2
TV	16
Newspapers	3
Radio	2
Other	3
No, none of these	52
Don't know	3
Not stated	11

Q31 And which of these sources, if any, would you find most useful as a way of receiving fire safety information advice?

	%
Talks by local fire officers	18
From fire safety talks given to children at school	23
Leaflets delivered to your door	40
Letters from the Fire Brigade	30
TV	44
Newspapers	17
Radio	13
Email	3
Internet	5
Other	1
None of these /Don't want advice	7
Don't know	5
Not stated	10

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