Customer Service Surveys

Does anyone use customer service surveys on their department? We send one out on a random basis to residents in our fire district that we have responded to and ask a series of questions to determine the effectiveness of our response. Curious if anyone else out there does something similar, what do you do, has it been a successful program, etc., etc.

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Permalink Reply by John on March 25, 2009 at 9:48pm
We use them for the EMS mainly but I do think they send them out on fire calls as well.
Permalink Reply by Julia Heltemes on April 1, 2009 at 1:26pm
When I was on the department I sent them to both fire and EMS calls. We always asked how could we have better served you. We got some great feedback. If we got a negative response either the Director or myself made a call immediately to talk to the person and tried to provide damage control. It was usually very well received that their complaint was taken seriously and handled quickly.
Permalink Reply by John Rulli Jr. on April 1, 2009 at 3:48pm
We don't do css
Permalink Reply by Oldman on April 1, 2009 at 4:03pm
We have in the past, and will probably send some out at random. We received positive responses except that only approximately 10% bothered to send them back.
Permalink Reply by Chief 29 on April 1, 2009 at 5:47pm
Do you only send them to residents or businesses that you have responded to? Have you considered a mass mailing, say with your annual fund drive or something?

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