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Gayle Higginson
Research Manager
JN 2012
Public Satisfaction Survey 2014Research presentation prepared for:
Cheshire Fire and Rescue ServiceNovember 2014
22
Report Structure
Objectives and methodology
Headline findings
Satisfaction with services
Information on a major emergency
Service priorities
Collaborating
Funding
3
Objectives
1. Gauge current perceptions of the Service among the general population.
2. Understand current public expectations of the Service.
3. Understand how members of the public would prefer to receive information about the
Service in order to better inform an overall communications strategy.
Cheshire Fire and Rescue Service wished to conduct research in to perceptions of the Service among the general population in order to:
A combination of quantitative and qualitative research was used.
Quantitative face to face survey
• 831 face to face interviews
• 10 minute survey
• 17 surveys completed online• Covering four Boroughs within Cheshire
• Cheshire East – 214 interviews
• Cheshire and West Chester - 230
• Halton - 182
• Warrington - 222
Age group: % of respondents
18 -
29
30 -
44
45 -
64
65+
22% 23% 35% 20%
Gender
46% 54%
Disability
13%
444
Report Structure
Objectives and methodology
Headline findings
Satisfaction with services
Information on a major emergency
Service priorities
Collaborating
Funding
5
Service priorities
5
Satisfaction
• Overall residents feel that they receive good value
for money from CFRS, appreciate and are satisfied
with the services that are provided by CFRS.
Service priorities
• Residents appreciate the importance of many of the services provided by
CFRS; they tend to prioritise the services they see as life-saving such as
responding to incidents involving fires, helping to tackle major incidents and
responding to road traffic collisions.
• Focus group participants could not always understand the connection between
CFRS and some of the services that it provides (working with young people and
to benefit older residents for example). Once the rationale was explained the
connection became clear; however there was quite a strong opinion that some
services were better suited to organisations other than CFRS (Age UK and
Social Services were noted).
6
Collaboration
6
Residents would like CFRS to remain
independent but work with other
agencies
• When shown three possible options for the
future, participants strongly favoured CFRS
staying as an independent service working
closely with other authorities.
• The main advantages were perceived to be:
• Streamlining services is a ‘smart’ way to
work.
• This will allow CFRS to concentrate on the
activities that residents see as core to the
Service.
7
There is something about Halton…
7
Residents of Halton have a far
more positive view of the
Service than people living in
any other area:
• They have a greater knowledge of
what the Service offers.
• They are more satisfied with the
service provided by CFRS.
• They are more likely to know what to
do in an emergency.
• They are more likely to believe that
the Service offers value for money,
and to support a one-off increase in
Council Tax.
Further research may be required to
understand what is unique about
Halton. If this can be established then
cases of best practice can be shared
across the Borough.
88
Report Structure
Objectives and methodology
Headline findings
Satisfaction with services
Information on a major emergency
Service priorities
Collaborating
Funding
99
Very well informed
Fairly well informed
Not very well informed
Not informed at all
Don’t know
23%
49%
19%
7%
2%
9
One in four residents lack awareness of what the Service offers
(Base n=848)
Knowledge of the service was
highest in Halton and
amongst older participants:
• 92% of the residents of
Halton were either very or
quite well informed of the
service compared with
67% in Cheshire East and
66% in both Cheshire West
and Chester and
Warrington.
• 79% of those aged 65 or
over were also very or
quite well informed.
Q3. How well informed do you feel about the services provided by Cheshire Fire and Rescue Service?
1010
Very satisfied; 63%
Satisfied; 27%
Do not know enough to
comment; 10%
10
Less than 0.25% were dissatisfied with the overall performance of the Service
(Base n=848)
Q6. Taking into account everything that you know about the service, how satisfied are you with the overall performance of Cheshire Fire and Rescue Service?
Satisfaction with the service
was highest amongst:
• Residents of Halton (93%
were very satisfied with
the service compared with
44% in Warrington, 58% in
Cheshire East and 61%
Cheshire West and
Chester).
• Participants with a
disability (77% vs. 61% of
those without a disability
were very satisfied with
the service).
Not very satisfied = less than 0.25%
Not at all satisfied = 0%
Benchmarking data
11
In 2012 Cheshire Police reported overall customer satisfaction.
In common with other Fire and Rescue Services, CFRS benefits from very high levels of
public satisfaction. Out of 848 participants just two said that they were not very satisfied
with the performance of CFRS. (This information has not been included in the main body of
the report as it equates to less than 0.5%).
The following information has been included to add context; however comparisons should
be treated with caution as much of the data that is in the public domain is from surveys
that have been completed with service users whilst this survey includes non-service users.
89% satisfied90% satisfied, 10% unable to comment
In 2013 Greater Manchester Fire and Rescue reported on satisfaction with services
99% satisfied (average over fire safety audit, HSC, after incident domestic and non-domestic)
90% satisfied, 10% unable to comment
In 2011 general satisfaction was calculated for East Sussex Fire and Rescue Service. 90% satisfied
90% satisfied, 10% unable to comment
In 2011 value for money was calculated for East Sussex Fire and Rescue Service.
84% value for money97% value for money
In 2013 West Yorkshire Fire and Rescue Service reported overall customer satisfaction.
98% satisfied90% satisfied, 10% unable to comment
Benchmarking data
1313
Benchmarking data
The 2008 National Place Survey also asked residents to say how well informed they felt
about what to do in the event of a large scale emergency. There has been a dramatic
increase for each authority
Figures were calculated for each authority in 2008
% very or fairly well informed
Cheshire East 11%
Cheshire West and Chester 13%
Halton 18%
Warrington 11%
Figures for Cheshire Fire and Rescue Service were much higher for each authority in 2014
% very or fairly well informed
Cheshire East 70%
Cheshire West and Chester 66%
Halton 94%
Warrington 61%
14141414
Just 1% placed little value on the Service
(Base n=848)
Q5. How much value do you place on the services provided by Cheshire Fire and Rescue Service?
83%
Value in the service
increased with age:
• 68% of those aged
18 to 29 valued the
service a great deal
compared with 84%
aged 30 to 44, 89%
aged 45 to 64 and
88% of those aged
65 or over.
A great deal; 83%
Some; 14%
Not very much; 1%
Do not know enough to
comment; 2%
None at all =
less than 0.25%
1515
A great deal
A little
Not very much
Nothing at all
22%
40%
22%
15%
15
Almost two thirds were aware of recent national strike action which has not had an adverse effect on the views of residents
Residents of Halton were most familiar with the strike action. 82% knew either a great deal or a little about the action compared with 64% in
Cheshire East and 54% in both Warrington and Cheshire West and Chester.
Q16. How much do you know about the recent national strike action undertaken by members of the Fire Brigades Union in relation to changes to the Firefighters Pension Scheme?
(Base n=848)
Q17. Has this period of industrial action changed your view of Cheshire Fire and Rescue Service?
A great deal
A little
Not very much
Not at all
Don’t know
5%
8%
10%
77%
1%
(Base n=531)
1616
Report Structure
Objectives and methodology
Headline findings
Satisfaction with services
Information on a major emergency
Service priorities
Collaborating
Funding
17
Very well informed
Quite well informed
Neither
Not very well informed
Not informed at all
26%
45%
9%
17%
2%
17
Potentially one in five residents would not know what to do in an emergency
(Base n=848)
Those living in Halton felt
better informed than all
other participants. 42%
said that they were very
well informed compared
with:
• 20% in Warrington
• 21% in Cheshire East
• 25% in Cheshire West
and Chester.
Q1. How well informed do you feel about what to do in the event of a major emergency, for example: major flooding, terrorism, chemical
incidents?
27%
33%
41%
50%
52%
68%
69%
19%
11%
21%
18%
14%
17%
18%
52%
54%
36%
32%
33%
14%
13%
Mean Score
3.50
3.48
2.93
3.00
2.83
2.39
2.40
18
Most would speak to family, friends or neighbours or trust television
coverage to find out about an emergency
Q2. Would you use the following sources of information to find out more about a major emergency?
(Base n=848)
A comparatively low number of people would use the CFRS website, however they do not
seem to be reluctant to use websites in general (52% would definitely do this). The low
figure may be attributed to a lack of awareness of the existence of the CFRS website.
Television coverage
Local radio
Local newspapers
Social media
Internet websites
CFRS website
Family, friends & neighbours
Yes - definitely Might use Definitely / probably not
Balance = % Don’t know’
1919
Report Structure
Objectives and methodology
Headline findings
Satisfaction with services
Information on a major emergency
Service priorities
Collaborating
Funding
202020
Awareness was high for many services
Q4. Do you think that Cheshire Fire and Rescue Service currently undertake the following activities?
(Base n=848)
Provide fire safety advice and fit
smoke alarms
Respond to road traffic
collisions
Help to respond to major
incidents
Undertake fire prevention work
in the local community
Provide fire safety advice to
businesses
Rescue people from water
Mean
3.92
3.86
3.86
3.85
3.78
3.6874%
79%
85%
86%
86%
92%
16%
15%
11%
10%
10%
6%
Yes definitely Probably do Probably / definitely not
Balance = % Don’t know’
212121
(Base n=848)
50%
60%
68%
71%
71%
16%
18%
20%
19%
19%
23%
10%
7%
6%
4%
Yes definitely Probably do Probably / definitely not
Work with young people
Rescue trapped animals
Respond to some medical
emergencies
Prosecute businesses who don’t
comply with regulations
Educate people on road safety
Q4. Do you think that Cheshire Fire and Rescue Service currently undertake the following activities?
Mean
3.69
3.66
3.64
3.53
3.19
Balance = % Don’t know’
Awareness of CFRS’s involvement in educating people on road safety was relatively low
22
Differences in knowledge of the services that Cheshire Fire and Rescue provide were found amongst the Unitary Authorities.
22
Cheshire East 95%
Cheshire West and Chester 94%
Halton 99%
Warrington 95%
% do
Respond to road traffic collisions
Cheshire East 85%
Cheshire West and Chester 84%
Halton 95%
Warrington 90%
Cheshire East 65%
Cheshire West and Chester 49%
Halton 83%
Warrington 72%
Cheshire East 77%
Cheshire West and Chester 72%
Halton 91%
Warrington 76%
Respond to medical emergencies in certain locations
Educates people on road safety
Involved in prosecuting businesses that do not comply with fire safety regulations
23
232323
Participants felt that the ‘life saving’ services were the most important
(Base n=848)
89%
90%
91%
92%
96%
96%
8%
10%
7%
7%
3%
3%
Very important Quite important
Help respond to major incidents
Respond to road traffic
collisions
Undertake fire prevention work
Respond to some medical
emergencies
Q7. How important to you is it that Cheshire Fire and Rescue Service carry out each of the following?
Provide fire safety advice and fit
smoke alarms
Rescue people from water
Mean
3.97
3.95
3.92
3.91
3.89
3.89
Balance = % Don’t know’
24
242424
(Base n=848)
72%
74%
82%
87%
88%
16%
16%
10%
11%
10%
12%
8%
Very important Quite important Not very / not at all important
Provide fire safety advice to
businesses
Work with young people
Educate people on road safety
Prosecute businesses who do not
comply with fire safety regulations
Rescue trapped animals
Q7. How important to you is it that Cheshire Fire and Rescue Service carry out each of the following?
Mean
3.87
3.85
3.76
3.65
3.56
Balance = % Don’t know’
Although still important, CFRS’s roles in education and offering advice are of lower significance
2525
Responding to incidents involving fires
Helping to tackle major incidents
Responding to road traffic collisions
Fire prevention work with local communities
Fitting smoke detectors and alarms
Ensuring premises comply with fire safety law
Undertaking work to benefit the health and wellbeing of older residents
Undertaking home safety assessments
Working with young people
96%
53%
49%
38%
21%
16%
8%
8%
7%
25
Residents believed that CFRS should prioritise what they saw as the core service – putting out fires
(Base n=848)
Q8. In your opinion, which should Cheshire Fire and Rescue Service consider to be its top three priorities?
262626
In the quantitative survey five services were seen to be important
however relatively few participants selected these services when
asked to select three as priority services.
• Fitting smoke detectors and alarms within the local community.
• Ensuring premises comply with fire safety law.
• Working with young people to prevent anti-social behaviour and offending.
• Undertaking work to benefit the health and wellbeing of older residents.
• Fire prevention work with local communities.
Some similar comments were made about each service:
• The particular service is not included in what participants perceive to be the main
responsibilities of CFRS.
• As participants were only allowed to select three services they prioritised services
where CFRS was responding to emergency situations.
Qualitative research looked at why some services were important – but not a priority
2727
Times have moved on and participants felt that perhaps this
service ties up valuable resources, especially as smoke alarms are
already installed in many homes.
Participants agreed that the Service should look at business
premises to familiarise themselves with their layout in case of a
major fire. However they were not convinced that the
enforcement aspect should be the responsibility of the Service,
especially fire fighters.
The question asked about anti-social behaviour and offending and so participants felt that those completing the survey would believe that this is the responsibility of the Police.
One group believed that if the survey had been completed by a
greater proportion of retired people, then significantly more would
have made this a priority.
Fitting smoke detectors and fire alarms - 92%
important vs. 21% priority
Ensuring premises comply with fire safety law - 82% important vs. 16% priority
Working with young people - 87% important
vs. 7% priority
Undertaking work to benefit the health and
wellbeing of older residents - Selected as a
priority by 8%
The groups also tried to find an explanation for why nearly all respondents were aware that
CFRS responds to road traffic accidents, yet only 61% knew that the Service educates people
on road safety. The main conclusion was that the Service is very visible when they attend a
road traffic accident, but this same visibility is not achieved in their role as an educator.
Different suggestions were made for each mis-match
28
When asked to comment on what CFRS should take into account in the next five years, 55% could not make a suggestion
28
Q9. What do you think Cheshire Fire and Rescue Service should consider when they make plans for the next five years?
Continue with (expand) the excellent job they currently do
Educate / involve the community in fire prevention / road safety
To have access to any new / well maintained equipment / manpower
To be more visible in the community / consider community needs
Promote themselves
Reduce red tape
Continue to fit smoke alarms
Government not to cut funding / services any further
Other
Don't know
12%
10%
6%
5%
4%
3%
3%
3%
4%
55%
(Base n=848)
2929
Report Structure
Objectives and methodology
Headline findings
Satisfaction with services
Information on a major emergency
Service priorities
Collaborating
Funding
3030
I would support Cheshire Fire and Rescue Service staying as an inde-pendent service but working closely with the other local authorities and
services where they can
I would support Cheshire Police and Cheshire Fire and Rescue Service
merging into a combined emergency service
I would support a merger of each of the fire and rescue services in the
North West (including Cheshire) into one single fire and rescue service
58%
19%
15%
29%
38%
26%
10%
22%
31%
4%
21%
29%
Strongly disagree Disagree Agree Strongly agree
30
Residents would prefer CFRS to remain independent, sharing non-emergency services with other agencies
Q10. How far do you agree with the following statements?
(Base excludes ‘Don’t know’ n= 662 to 682)
Greater support from younger participants.
68% aged 18 to 29 compared
with the average of 57%.
Greater support from younger participants.
61% aged 18 to 29 compared with the average of 41%.
313131
I would support Cheshire Fire and Rescue Service staying as an independent service but working closely with the other local authorities and services where they can
I would support Cheshire Police and Cheshire Fire and Rescue Service merging into a combined emergency service
I would support a merger of each of the fire and rescue services in the North West (including Cheshire) into one single fire and rescue service
71%
15%
14%
11%
63%
25%
17%
21%
60%
3 2 1
31
Q11. Please think about the following scenarios and place them in order where 1 is your preferred option, 2 is the next best solution and 3 is the one that you like the least.
(Base n=848)
A comparatively
high percentage of residents of
Halton selected this
as the preferred
option. 80% vs. 67% in
Cheshire West and Chester
CFRS remaining independent was the preferred option
3232
Support staff and resources
Emergency response staff and resources
Premises (fire stations and other buildings)
Senior managers
23%
23%
21%
19%
49%
46%
38%
38%
13%
14%
19%
22%
15%
16%
22%
21%
Would not support at all Probably notSupport Strongly support
32
Over half supported sharing each resource with the greatest level of endorsement shown for sharing support staff and resources
Q12. Thinking more about collaboration, which parts of Cheshire Fire and Rescue Service would you support sharing with other services?
(Base excludes ‘Don’t know’ n= 637 to 654)
Mean = 2.81
Mean = 2.76
Mean = 2.57
Mean = 2.56
3333
Report Structure
Objectives and methodology
Headline findings
Satisfaction with services
Information on a major emergency
Service priorities
Collaborating
Funding
3434
Strongly disagree
DisagreeAgreeStrongly agree
0%3%
37%
60%
34
Almost all residents felt that they receive good value for money from the Service
Q13. Cheshire Fire Authority currently levies £69.09 per year in Council Tax for a Band D property. To what extent to you agree or disagree that this represents value for money?
(Base excludes ‘Don’t know’ n= 792)
Residents of Halton found the greatest value for money in the service.
82% strongly agreed that the service provides value for money compared with
49% in Cheshire East
3535
Very likely
Likely
Not very likely
Not at all
51%
39%
5%
6%
35
The majority would support a proposed one-off increase in Council Tax if this allowed service improvements
Q14. For the past two years, Cheshire Fire Authority has increased the amount of Council Tax it charges by 1.99% (about 3p a week). How likely are you to support a further one-off slightly larger increase if it meant that they could improve their services?
(Base excludes ‘Don’t know’ n= 762)
Residents of Halton found the greatest value for money
in the service, and were most likely to support a one-off increase. 75% were very likely to support the increase compared with 42% in both Cheshire East and Cheshire
West and Chester
3636
2% - £1.56 per year or 3p per week
5% - £3.64 per year or 7p per week
7% - £4.68 per year or 9p per week
10% - £6.76 per year or 13p per week
30%
30%
15%
25%
36
One quarter of residents would support an increase of as much as 10%
Q15. What level of increase would you support?
(Base excludes ‘Don’t know’ n= 553)
Report prepared by Gayle Higginson, Research Manager
Get in touch +44 (0) 1663 767 857or email: [email protected]
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