report attached - Royal Berkshire Fire and Rescue Service

Quality of Service Survey:After the Incident2007/08Draft Report forRoyal Berkshire Fire and Rescue ServiceDate of Issue: 24 th June 2008Opinion Research ServicesSpin-out Company of theUniversity of Wales SwanseaOpinion Research ServicesThe Strand, Swansea SA1 1AF

Quality of Service Survey: After the Incident2007/08Executive Summary ................................................................................................ 4The Survey ......................................................................................................... 4Summary Results ................................................................................................ 4Initial Contact ..................................................................................................... 4At the Scene ....................................................................................................... 4Information and Advice ........................................................................................ 5Overall Service .................................................................................................... 51. Project Overview ......................................................................................... 6The Survey ......................................................................................................... 6Graphics ............................................................................................................. 7Reporting of Findings ........................................................................................... 72. Initial Contact .............................................................................................. 8Call Handling ....................................................................................................... 83. At the Scene ............................................................................................... 11Service Response Time ...................................................................................... 11Being Kept Informed.......................................................................................... 13The Attending Firefighters .................................................................................. 15Keeping Effects to a Minimum ............................................................................ 17Overall Service at the Scene ............................................................................... 194. Information and Advice ............................................................................. 20Fire Safety Advice .............................................................................................. 20Home Fire Safety Checks – Domestic Incidents .................................................... 21Adopted advice ................................................................................................. 21Information/Advice Booklet ................................................................................ 24Royal Berkshire Fire and Rescue Service, Quality of Service: After the Incident 2007/08Page 2

5. Overall Service ........................................................................................... 26Overall Satisfaction ............................................................................................ 26Table of Figures .................................................................................................... 27The ORS Project Team .......................................................................................... 30Royal Berkshire Fire and Rescue Service, Quality of Service: After the Incident 2007/08Page 3

10. Almost all domestic respondents (98%) report that the Fire and Rescue Service kept theeffects of the incident to a minimum. 96% non-domestic respondents report that effectswere kept to a minimum.11. 98% of domestic respondents and all non-domestic respondents were satisfied with theservice they received at the scene.Information and Advice12. 90% of domestic respondents and 63% of non-domestic respondents were given advice ongeneral safety at the scene. 98% of the domestic respondents who received advice at thescene found it useful and all non-domestic respondents who received advice found it helpful.13. 45% of domestic respondents had been offered a Home Fire Safety Check and of these 86%accepted it.14. Of those domestic respondents who were given advice, 92% reported that they had adoptedthe advice or that it was already in place but 8% said they had not adopted any of theadvice. 98% of non-domestic respondents said they had adopted the advice or that it wasalready in place, but 2% said they have not adopted the advice given.15. Only 23% of domestic respondents and 19% of non-domestic respondents report that theywere offered a Fire and Rescue Service information/advice booklet after the incident. Alldomestic respondents who were given a Fire and Rescue Service information/advice bookletagree that it was informative, helpful, easy to understand and relevant. All non-domesticrespondents agree that the information booklet was easy to understand, helpful andinformative, whilst the vast majority agree that the booklet was relevant.Overall Service16. When taking everything into account, almost all respondents (97% domestic; 98% nondomestic)were satisfied with the service they received at the scene.Royal Berkshire Fire and Rescue Service, Quality of Service: After the Incident 2007/08Page 5

1. Project OverviewThe Survey1.1 Opinion Research Services was commissioned by Royal Berkshire Fire and Rescue Service(RBFRS) to undertake an After the Incident Quality of Service survey 2007/08.1.2 Between April 2007 and March 2008, ORS conducted a postal questionnaire survey ofselected residents and businesses that had experienced an incident attended by RBFRS.Different questionnaires were sent to domestic and non-domestic properties andcomparisons have been drawn where possible in this report.1.3 The cut-off date for returned questionnaires was 31 st March 2008. 146 completed domesticquestionnaires and 110 completed non-domestic questionnaires were returned.1.4 The survey sent to domestic incidents contained questions on the following topics:The Incident (& Initial Contact)At the SceneInformation and AdviceOverall ServicePrevious ExperienceAbout You1.5 The survey sent to non-domestic incidents contained questions on the following topics:The IncidentInitial ContactAt the SceneInformation and AdviceOverall ServicePrevious Experience1.6 Information on previous incidents experienced by respondents has not been discussed in thisreport due to low numbers of cases.Royal Berkshire Fire and Rescue Service, Quality of Service: After the Incident 2007/08Page 6

Graphics1.7 Graphics are used extensively in this report to make it as user-friendly as possible. The piecharts and other graphics show the proportions (percentages) of all respondents makingrelevant responses. It should be noted that these may not sum to 100% due to rounding.1.8 Where possible the colours used in the charts have been standardised with a “traffic light”system in which:Green shades represent positive responses (good news)Yellow represents neither positive nor negative responsesRed shades represent negative responses (bad news)The brighter shades are used to highlight the responses at the „extremes‟ – forexample, very satisfied or very dissatisfied.Reporting of Findings1.9 This report provides the overall findings from the survey. Cross-tabulations by sub-groupshave been provided separately.1.10 Many of the survey results are very positive, but it is necessary in the report to emphasiseany negative aspects in order to highlight areas where possible improvements may be made.How should the report strike a balance between emphasising negative and positive findings?This is a difficult issue and there is no perfect solution. It is often unhelpful just to „reportthe numbers‟ without any commentary or interpretation – mainly because readers typicallywant some guidance about what the numbers mean; on the other hand, we have to becareful not to make or even imply simplistic or misleading judgements.1.11 How should positive responses be balanced against those which are not positive? Since2000, the ODPM‟s BVPI general public satisfaction survey guidance has specified that middleground responses – such as Neither Satisfied nor Dissatisfied – should count (together withVery and Fairly Dissatisfied) as Not Satisfied (though not, of course, as Dissatisfied). Inother words, only Very and Fairly Satisfied are allowed to count as positive responses. Whilewe are aware of this guidance, we have in this report followed the approach of comparingSatisfied and Dissatisfied responses, rather than juxtaposing the Satisfied with the widergroup of those Not Satisfied. We believe that this approach will be welcomed andunderstood. Nonetheless, readers should take account of the varying proportions of thosewho are Neither Satisfied nor Dissatisfied.1.12 The results from this survey have been compared with the results from the same After theIncident survey carried out in 2006/07. The results are very similar across the two years sothe results for 2006/07 are presented in tabular form beneath the results for 2007/08. Anysubstantial differences will be noted in the text.1.13 For the majority of the questions there is little difference in responses between the differentgroups within the sample. Therefore, the data reported in the charts is for the wholesample.1.14 Where values are missing on certain graphs this is due to their low percentage.Royal Berkshire Fire and Rescue Service, Quality of Service: After the Incident 2007/08Page 7

Helpful80165Efficient79174Polite82134Reassuring74197Informative702190% 20% 40% 60% 80% 100%Strongly agree Tend to agree Neither agree nor disagreeTend to disagreeStrongly disagreeFigure 2:Thinking about your initial contact with the FRS on the telephone, do you agree ordisagree that they were…? By all respondents from non-domestic incidents whowere connected to the Fire and Rescue Service2.4 The results from this year are fairly comparable to the results from 2006/07, although therehas been an increase in the proportion of domestic respondents who agree that the initialperson they spoke to was efficient, polite or helpful. There has also been an increase in thepercentage of non-domestic respondents who agree with all statements relating to theperson they spoke to, which is particularly noticeable for whether the person was informativeor reassuring.Firstperson contactedwas…2006/07 Domestic 2006/07 Non-domesticAgree Disagree Agree DisagreeEfficient 98% 0% 95% 3%Polite 98% 0% 95% 0%Helpful 98% 0% 98% 0%Informative 93% 0% 83% 0%Reassuring 96% 0% 87% 0%Figure 3:Service provided by the first person that the respondent initially spoke to. By allrespondents who contacted the Fire and Rescue Service themselves in 2006/07Note: Figures for 2006/07 do not always sum to 100% due to the exclusion of „neither agreenor disagree‟ for the purpose of this table2.5 Of those who spoke to the Fire and Rescue Service themselves, almost all of domesticrespondents (99%) and all non-domestic respondents were satisfied with the service theyRoyal Berkshire Fire and Rescue Service, Quality of Service: After the Incident 2007/08Page 9

eceived during initial contact. 1% of domestic respondents were fairly dissatisfied with theservice.Domestic8613Non-domestic87130% 20% 40% 60% 80% 100%Very satisfiedNeither satisfied nor dissatisfiedVery dissatisfiedFairly satisfiedFairly dissatisfiedFigure 4:Thinking about your initial contact with the FRS on the telephone, how satisfied ordissatisfied were you with the service you received during your call/the way theydealt with your call? By all respondents from domestic and non-domestic incidentswho were connected to the Fire and Rescue ServiceNote: if figure not displayed value is less than 3%2.6 The results for 2007/08 are fairly comparable to 2006/07 results for domestic respondents.However, there has been an increase of 6 percentage points for the proportion on nondomesticrespondents who are satisfied.SatisfactionSatisfaction with initialcontact2006/07 Domestic 2006/07 Non-domesticSatisfied Dissatisfied Satisfied Dissatisfied100% 0% 94% 0%Figure 5:Satisfaction with service provided by FRS on initial contact by phone. By allrespondents who were connected to the Fire and Rescue Service in 2006/07Note: Figures for 2006/07 do not always sum to 100% due to the exclusion of „neither agreenor disagree‟ for the purpose of this tableRoyal Berkshire Fire and Rescue Service, Quality of Service: After the Incident 2007/08Page 10

3. At the SceneService Response Time3.1 Respondents were next questioned about the time it took the Fire and Rescue Service toarrive and the conduct of the firefighters at the scene. Of those who were present at thetime of the incident, 53% of domestic respondents and 30% of non-domestic respondentsfeel that the arrival time of the Fire and Rescue Service was quicker than expected, while41% of domestic respondents and 63% of non-domestic respondents feel that the responsetime was as expected.3.2 A minority of respondents feel that the Fire and Rescue Service arrived slower thanexpected.Slower thanexpected6%As expected41%Quicker thanexpected53%Figure 6:In your opinion, was the arrival time of the Fire and Rescue Service…? By allrespondents from domestic incidents who were present and who had expectationsSlower thanexpected6%Quicker thanexpected30%As expected63%Figure 7:In your opinion, was the arrival time of the Fire and Rescue Service…? By allrespondents from non-domestic incidents who were present and had expectationsRoyal Berkshire Fire and Rescue Service, Quality of Service: After the Incident 2007/08Page 11

3.3 The results for 2007/08 are broadly comparable with the results from 2006/07, althoughthere has been a slight increase in the proportion of domestic respondents who feel that thearrival of the Fire and Rescue Service was slower than expected.The arrival time of the Fire andRescue Service was…Domestic2006/07Non-domesticQuicker than expected 55% 32%As expected 42% 62%Slower than expected 3% 6%Figure 8:Arrival of Fire and Rescue Service. By all respondents who were present and hadexpectations in 2006/07Royal Berkshire Fire and Rescue Service, Quality of Service: After the Incident 2007/08Page 12

Being Kept Informed3.4 The majority of respondents who were present during the incident feel that they were keptinformed of what was happening (97% domestic; 95% non-domestic). Only 3% of domesticrespondents and 5% of non-domestic respondents feel that they were not kept informed.No3%Yes97%Figure 9:Were you kept informed of what was happening during the incident? By alldomestic respondents who were present at the time of the incidentNo5%Yes95%Figure 10: Were you kept informed of what was happening during the incident? By all nondomesticrespondents who were present at the time of the incidentRoyal Berkshire Fire and Rescue Service, Quality of Service: After the Incident 2007/08Page 13

3.5 The results for 2007/08 are fairly comparable to 2006/07 results, although there has been aslight increase in the proportion of domestic respondents who feel that they were keptinformed of what was happening during the incident.Kept informed duringincident2006/07Domestic Non-domesticYes 95% 96%No 5% 4%Figure 11: Kept informed during the incident. By all respondents who were present at thetime of the incident in 2006/07Royal Berkshire Fire and Rescue Service, Quality of Service: After the Incident 2007/08Page 14

The Attending Firefighters3.6 Respondents are extremely positive about the firefighters who attended the scene. Alldomestic respondents who were present feel that they were helpful and polite. The vastmajority feel they were efficient, informative and sensitive. The vast majority of nondomesticrespondents feel that the firefighters who attended the scene were informative,efficient, helpful, polite and sensitive.Helpful946Polite919Efficient927Informative899Sensitive83150% 20% 40% 60% 80% 100%Strongly agree Tend to agree Neither agree nor disagreeTend to disagreeStrongly disagreeFigure 12: Thinking about the firefighters at the scene, do you agree or disagree that theywere…? By all respondents from domestic incidents who were present at the timeof the incidentNote: if figure not displayed value is less than 3%Royal Berkshire Fire and Rescue Service, Quality of Service: After the Incident 2007/08Page 15

Informative7325Efficient7621Helpful73234Polite73225Sensitive682580% 20% 40% 60% 80% 100%Strongly agree Tend to agree Neither agree nor disagreeTend to disagreeStrongly disagreeFigure 13: Thinking about the firefighters at the scene, do you agree or disagree that theywere…? By all respondents from non-domestic incidents who were present at thetime of the incidentNote: if figure not displayed value is less than 3%3.7 The results for 2007/08 are identical to those obtained in 2006/07 for domestic respondents,with the conduct of the firefighters being commended by almost all respondents. Results aremore variable for non-domestic respondents, although they are broadly comparable to2006/07 results.Firefighters atthe scene2006/07Domestic2006/07Non-domesticAgree Disagree Agree DisagreePolite 100% 0% 98% 0%Helpful 100% 0% 98% 0%Informative 98% 0% 94% 2%Efficient 98% 2% 96% 2%Sensitive 98% 0% 90% 0%Figure 14: Service provided by firefighters at the scene. By all respondents from 2006/07Note: Figures for 2006/07 do not always sum to 100% due to the exclusion of „neither agreenor disagree‟ for the purpose of this tableRoyal Berkshire Fire and Rescue Service, Quality of Service: After the Incident 2007/08Page 16

Keeping Effects to a Minimum3.8 Almost all domestic respondents (98%) report that the Fire and Rescue Service kept theeffects of the incident to a minimum. 96% of the non-domestic respondents report thateffects were kept to a minimum.No2%Yes98%Figure 15: Do you feel the Fire and Rescue Service kept the effects of the incident to aminimum? By all domestic respondents who were present at the time of theincidentNo4%Yes96%Figure 16: Do you feel the Fire and Rescue Service kept the effects of the incident to aminimum? By all non-domestic respondents who were present at the time of theincidentRoyal Berkshire Fire and Rescue Service, Quality of Service: After the Incident 2007/08Page 17

3.9 The results for 2007/08 are broadly comparable to those for 2006/07, with only smalldifferences for both domestic and non-domestic surveys.Effects of the incident kept tominimumDomestic2006/07Non-domesticYes 100% 94%No 0% 7%Figure 17: Effects of incident kept to a minimum. By all respondents who were present at thetime of the incident in 2006/07Royal Berkshire Fire and Rescue Service, Quality of Service: After the Incident 2007/08Page 18

Overall Service at the Scene3.10 Almost all domestic respondents (98%) were satisfied with the service they received at thescene and all non-domestic respondents were satisfied. 1% of domestic respondents reportthat they were very dissatisfied with the service at the scene.Domestic917Non-domestic84160% 20% 40% 60% 80% 100%Very satisfiedNeither satisfied nor dissatisfiedVery dissatisfiedFairly satisfiedFairly dissatisfiedFigure 18: Thinking about the FRS at the scene, how satisfied or dissatisfied were you withthe service you received? By all domestic and non-domestic respondents who werepresent at the time of the incidentNote: if figure not displayed value is less than 3%3.11 The percentage of respondents who are satisfied with the service they received at the scenehas decreased for domestic respondent when comparing this year with results from 2006/07.All domestic respondents were satisfied in 2006/07, compared to 98% of in 2007/08.However, there has been an increase of 6 percentage points for the proportion of nondomesticrespondents who are satisfied (94% in 2006/07; 100% in 2007/08).Satisfaction with service atinitial contactDomestic2006/07Non-domesticSatisfied 100% 94%Dissatisfied 0% 0%Figure 19: Service provided by the Fire and Rescue Service at the scene. By all respondentswho were present at the time of the incident in 2006/07Note: Figures for 2006/07 do not always sum to 100% due to the exclusion of „neither agreenor disagree‟ for the purpose of this tableRoyal Berkshire Fire and Rescue Service, Quality of Service: After the Incident 2007/08Page 19

4. Information and AdviceFire Safety Advice4.1 90% of domestic respondents and 63% of non-domestic respondents were given advice ongeneral safety at the scene. 98% of the domestic respondents who received advice at thescene found it useful and all non-domestic respondents who received advice found it helpful.No10%Yes - advice notuseful2%Yes - adviceuseful88%Figure 20: Were you given any general safety advice by the FRS at the scene, and if so was ituseful? By all domestic respondents who were present at the time of the incidentNo37%Yes - advicehelpful63%Figure 21: Were you given any general safety advice by the FRS at the scene, and if so was ithelpful? By all non-domestic respondents who were present at the time of theincidentRoyal Berkshire Fire and Rescue Service, Quality of Service: After the Incident 2007/08Page 20

4.2 The results for 2007/08 show an increase in the proportion of domestic respondents whoreceived advice and consequently, the proportion who found it useful when compared to2006/07 results.SatisfactionGiven safety advice at thesceneYes- found ituseful2006/07 DomesticYes- did not find itusefulNot given advice79% 2% 19%Figure 22: Usefulness of safety advice given at the scene or during HFSC. By all domesticrespondents who were present at the time of the incident in 2006/074.3 The results for 2007/08 show a large increase in the proportion of non-domestic respondentswho were not given any advice at the scene, from 15% in 2006/07 up to 37% in 2007/08.SatisfactionGiven safety advice at thesceneYes- found ithelpful2006/07 Non-domesticYes- did not find ithelpfulNot given advice83% 2% 15%Figure 23: Helpfulness of safety advice given at the scene. By all non-domestic respondentswho were present at the time of the incident in 2006/07Home Fire Safety Checks – Domestic Incidents4.4 Respondents from domestic incidents were then asked if they had been offered a Home FireSafety Check. 45% of domestic respondents had been offered a Home Fire Safety Checkand of these 86% accepted it.Adopted advice4.5 Domestic respondents were then asked if they had adopted any of the advice given either atthe scene or during a Home Fire Safety Check. Of those who were given advice, 92%reported that they had adopted the advice or that it was already in place but 8% said theyhad not adopted any of the advice.4.6 Non-domestic respondents who had been given general safety advice at the scene wereasked if they had adopted any of the advice given. 98% of respondents said they hadadopted the advice or that it was already in place, but 2% said they had not adopted theadvice.Royal Berkshire Fire and Rescue Service, Quality of Service: After the Incident 2007/08Page 21

No8%Yes/Advicealready in place92%Figure 24: Has any of the advice you were given (at the scene or in a Home Fire Safety Check)been adopted? By all domestic respondents who were given adviceNo2%Yes/Advicealready in place98%Figure 25: Has any of the advice you were given (at the scene) been adopted? By all nondomesticrespondents who were given adviceRoyal Berkshire Fire and Rescue Service, Quality of Service: After the Incident 2007/08Page 22

4.7 The results for 2007/08 are broadly comparable to 2006/07 results, however there haveslight declines in the proportion of both domestic respondents and non-domesticrespondents who say they have adopted the advice given/advice already in place.Advice given been adopted?Domestic2006/07Non-domesticYes/Advice already in place 95% 100%No 5% 0%Figure 26: Has advice given been adopted? By all respondents who were given advice in2006/07Royal Berkshire Fire and Rescue Service, Quality of Service: After the Incident 2007/08Page 23

Information/Advice Booklet4.8 Only 23% of the domestic respondents and 19% of non-domestic respondents report thatthey were offered a Fire and Rescue Service information/advice booklet after the incident.4.9 All domestic respondents who were given a Fire and Rescue Service information/advicebooklet agree that it was informative, helpful, easy to understand and relevant. All nondomesticrespondents agree that the information booklet was easy to understand, helpfuland informative, whilst the vast majority agree that the booklet was relevant.Informative7921Helpful7822Easy to understand7624Relevant70300% 20% 40% 60% 80% 100%Strongly agree Tend to agree Neither agree nor disagreeTend to disagreeStrongly disagreeFigure 27: Do you agree or disagree that the (Fire and Rescue Service information/advice)booklet was...? By all respondents from domestic incidents who received a Fire andRescue Service information/advice booklet and read itRoyal Berkshire Fire and Rescue Service, Quality of Service: After the Incident 2007/08Page 24

Easy to understand2971Helpful2080Informative2080Relevant207370% 20% 40% 60% 80% 100%Strongly agree Tend to agree Neither agree nor disagreeTend to disagreeStrongly disagreeFigure 28: Do you agree or disagree that the (Fire and Rescue Service information/advice)booklet was...? By all respondents from non-domestic incidents who received aFire and Rescue Service information/advice booklet and read it4.10 Results for domestic respondents are the same as the results for 2006/07. Results for nondomesticrespondents show changes, with 100% agreeing with 3 statements in 2007/08,whilst no statements received 100% in 2006/07.Information bookletwas…2006/07 Domestic 2006/07 Non-domesticAgree Disagree Agree DisagreeHelpful 100% 0% 92% 0%Easy to understand 100% 0% 93% 0%Relevant 100% 0% 92% 0%Informative 100% 0% 92% 0%Figure 29: Information provided in booklet. By all respondents who received a Fire andRescue Service information/advice booklet and read it in 2006/07Note: Figures for 2006/07 do not always sum to 100% due to the exclusion of „neither agreenor disagree‟ for the purpose of this tableRoyal Berkshire Fire and Rescue Service, Quality of Service: After the Incident 2007/08Page 25

5. Overall ServiceOverall Satisfaction5.1 Almost all respondents (97% domestic; 98% non-domestic) are satisfied with the level ofservice they received from the Fire and Rescue Service. However, a small minority ofdomestic respondents and non-domestic respondents (1% for both surveys) report that theyare very dissatisfied with the level of service they received.Domestic8710Non-domestic78200% 20% 40% 60% 80% 100%Very satisfiedNeither satisfied nor dissatisfiedVery dissatisfiedFairly satisfiedFairly dissatisfiedFigure 30: Taking everything into account, how satisfied or dissatisfied are you with theservice you received from the Fire and Rescue Service? By all domestic and nondomesticrespondentsNote: if figure not displayed value is less than 3%5.2 The results for 2007/08 are similar to those obtained in 2006/07 for domestic respondents.However, there has been an increase in the proportion of non-domestic respondents whowere satisfied (94% in 2006/07; 98% in 2007/08).Overall satisfaction2006/07Domestic2006/07Non-domesticSatisfied 99% 94%Dissatisfied 0% 1%Figure 31: Overall satisfaction with service provided. By all respondents from 2006/07Note: Figures for 2006/07 do not always sum to 100% due to the exclusion of „neithersatisfied nor dissatisfied‟ for the purpose of this tableRoyal Berkshire Fire and Rescue Service, Quality of Service: After the Incident 2007/08Page 26

Table of FiguresFigure 1: Thinking about your initial contact with the FRS on thetelephone, do you agree or disagree that they were…? By allrespondents from domestic incidents who were connected tothe Fire and Rescue Service ...................................................................... 8Figure 2: Thinking about your initial contact with the FRS on thetelephone, do you agree or disagree that they were…? By allrespondents from non-domestic incidents who wereconnected to the Fire and Rescue Service ................................................ 9Figure 3: Service provided by the first person that the respondentinitially spoke to. By all respondents who contacted the Fireand Rescue Service themselves in 2006/07............................................. 9Figure 4: Thinking about your initial contact with the FRS on thetelephone, how satisfied or dissatisfied were you with theservice you received during your call/the way they dealt withyour call? By all respondents from domestic and nondomesticincidents who were connected to the Fire andRescue Service ......................................................................................... 10Figure 5: Satisfaction with service provided by FRS on initial contactby phone. By all respondents who were connected to theFire and Rescue Service in 2006/07 ...................................................... 10Figure 6: In your opinion, was the arrival time of the Fire and RescueService…? By all respondents from domestic incidents whowere present and who had expectations ............................................... 11Figure 7: In your opinion, was the arrival time of the Fire and RescueService…? By all respondents from non-domestic incidentswho were present and had expectations ............................................... 11Figure 8: Arrival of Fire and Rescue Service. By all respondents whowere present and had expectations in 2006/07 .................................... 12Figure 9: Were you kept informed of what was happening during theincident? By all domestic respondents who were present atthe time of the incident ........................................................................... 13Figure 10: Were you kept informed of what was happening during theincident? By all non-domestic respondents who werepresent at the time of the incident ......................................................... 13Figure 11: Kept informed during the incident. By all respondents whowere present at the time of the incident in 2006/07 ............................ 14Figure 12: Thinking about the firefighters at the scene, do you agree ordisagree that they were…? By all respondents fromRoyal Berkshire Fire and Rescue Service, Quality of Service: After the Incident 2007/08Page 27

domestic incidents who were present at the time of theincident .................................................................................................... 15Figure 13: Thinking about the firefighters at the scene, do you agree ordisagree that they were…? By all respondents from nondomesticincidents who were present at the time of theincident .................................................................................................... 16Figure 14: Service provided by firefighters at the scene. By allrespondents from 2006/07 ..................................................................... 16Figure 15: Do you feel the Fire and Rescue Service kept the effects ofthe incident to a minimum? By all domestic respondentswho were present at the time of the incident ........................................ 17Figure 16: Do you feel the Fire and Rescue Service kept the effects ofthe incident to a minimum? By all non-domestic respondentswho were present at the time of the incident ........................................ 17Figure 17: Effects of incident kept to a minimum. By all respondentswho were present at the time of the incident in 2006/07 .................... 18Figure 18: Thinking about the FRS at the scene, how satisfied ordissatisfied were you with the service you received? By alldomestic and non-domestic respondents who were presentat the time of the incident ...................................................................... 19Figure 19: Service provided by the Fire and Rescue Service at the scene.By all respondents who were present at the time of theincident in 2006/07 ................................................................................. 19Figure 20: Were you given any general safety advice by the FRS at thescene, and if so was it useful? By all domestic respondentswho were present at the time of the incident ........................................ 20Figure 21: Were you given any general safety advice by the FRS at thescene, and if so was it helpful? By all non-domesticrespondents who were present at the time of the incident .................. 20Figure 22: Usefulness of safety advice given at the scene or duringHFSC. By all domestic respondents who were present at thetime of the incident in 2006/07 .............................................................. 21Figure 23: Helpfulness of safety advice given at the scene. By all nondomesticrespondents who were present at the time of theincident in 2006/07 ................................................................................. 21Figure 24: Has any of the advice you were given (at the scene or in aHome Fire Safety Check) been adopted? By all domesticrespondents who were given advice ...................................................... 22Figure 25: Has any of the advice you were given (at the scene) beenadopted? By all non-domestic respondents who were givenadvice ....................................................................................................... 22Royal Berkshire Fire and Rescue Service, Quality of Service: After the Incident 2007/08Page 28

Figure 26: Has advice given been adopted? By all respondents whowere given advice in 2006/07 ................................................................ 23Figure 27: Do you agree or disagree that the (Fire and Rescue Serviceinformation/advice) booklet was...? By all respondents fromdomestic incidents who received a Fire and Rescue Serviceinformation/advice booklet and read it ................................................. 24Figure 28: Do you agree or disagree that the (Fire and Rescue Serviceinformation/advice) booklet was...? By all respondents fromnon-domestic incidents who received a Fire and RescueService information/advice booklet and read it ..................................... 25Figure 29: Information provided in booklet. By all respondents whoreceived a Fire and Rescue Service information/advicebooklet and read it in 2006/07 ............................................................... 25Figure 30: Taking everything into account, how satisfied or dissatisfiedare you with the service you received from the Fire andRescue Service? By all domestic and non-domesticrespondents ............................................................................................. 26Figure 31: Overall satisfaction with service provided. By allrespondents from 2006/07 ..................................................................... 26Royal Berkshire Fire and Rescue Service, Quality of Service: After the Incident 2007/08Page 29

The ORS Project TeamProject Design and ManagementAbigail LittleAnna WilliamsFieldwork ManagementJoanne McCarleyKirsty MillbankData ServicesDavid JeremiahData AnalysisJonathan ClarkeColin CrumplerMichael DaviesAled EvansReport AuthorsCarla ChatfieldAbigail LittleRoyal Berkshire Fire and Rescue Service, Quality of Service: After the Incident 2007/08Page 30

Opinion Research ServicesThe StrandSwanseaSA1 1AFTel: (01792) 535300Fax: (01792) 535301Quality of Service: After the Incident 2007/08Report of Findings for Royal Berkshire Fire and Rescue Service© Copyright 2008 Opinion Research ServicesRoyal Berkshire Fire and Rescue Service, Quality of Service: After the Incident 2007/08Page 31