Customer Service 2016 Survey

Recently, you requested services from the Harris County Fire Marshal's Office. We want to know if we met your expectations.

Please complete this brief survey to help us better serve you in the future. It should take no more than 10 minutes to complete.

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* 1. Which best describes you?

Architect, Engineer, or licensed design professional

Business owner / Commercial tenant

Contractor, licensed, Fire Protection Systems

Contractor, licensed, Mechanical-Electrical-Plumbing

Contractor, other

Developer, Realtor, or Property Consultant

Fire department / EMS / ESD

Foster parent

Gov’t Building Administration / Maintenance

Homeowner / Resident / Tenant

Interested Community Member

Landlord

Non-profit Administration

Operator/Owner, State-licensed facility

Public / Private School Administration / Maintenance

Other (please specify)

Question Title

* 2. What was your reason for contacting HCFMO?

Emergency response

Employment

Fire / Arson Investigation

Fire Life Safety Inspection

Fire Prevention / Public Fire Education / Special Event Display or Visit

Information / Clarification / Open records request

Juvenile Fire Stopper program

Outdoor burning

Pyrotechnic-Related Issues

Regulatory Enforcement -- complaint about service provided by a fire dept or EMS agency

Regulatory Enforcement -- complaint about service provided by HCFMO

Regulatory Enforcement -- report a fire hazard or problem with a fire protection system

Training Request / Class Registration / Student Records

Other (please specify)

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* 3. How long ago did we last provide this service?

less that 1 week ago

between 1 week and 1 month ago

between 1 and 6 months ago

more than six months ago

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* 4. Was the service you requested for a State-licensed facility?

Yes

If yes, what kind of licensed facility?

Assisted Living Facility

Foster family / Foster Group Home

Day Care Home / Day Care Center / Boarding Home

Fireworks retail sales

Health Care Home / Health Care facility

Public / Private School

TABC licensed facility

Other (please specify)

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* 5. How did you contact us?

In-Person in Administrative Offices

In-Person at a meeting, inspection, training class, or emergency response

E-mail

Fax

Mail

Online / Internet

Phone

Other (please specify)

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* 6. How many times did you contact our office before your issue was resolved?

5 or more

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* 7. How long did it take to resolve your issue?

Immediate resolution

Less than 1 day

Between 1 and 2 days

Between 3 and 6 days

Between 1 and 2 weeks

Between 2 and 3 weeks

3 weeks or more

Other (please specify)

Question Title

* 8. Overall, please rate your satisfaction with our customer service.

	Excellent	Very Good	Good	Fair	Poor	N/A
The quality of service or information provided.	The quality of service or information provided. Excellent	The quality of service or information provided. Very Good	The quality of service or information provided. Good	The quality of service or information provided. Fair	The quality of service or information provided. Poor	The quality of service or information provided. N/A
The value of the service or information provided.	The value of the service or information provided. Excellent	The value of the service or information provided. Very Good	The value of the service or information provided. Good	The value of the service or information provided. Fair	The value of the service or information provided. Poor	The value of the service or information provided. N/A
Response time.	Response time. Excellent	Response time. Very Good	Response time. Good	Response time. Fair	Response time. Poor	Response time. N/A
The quality of any personal contacts.	The quality of any personal contacts. Excellent	The quality of any personal contacts. Very Good	The quality of any personal contacts. Good	The quality of any personal contacts. Fair	The quality of any personal contacts. Poor	The quality of any personal contacts. N/A

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* 9. For online/website interaction, please rate your experience:

	Excellent	Very Good	Good	Fair	Poor	N/A
Completeness of available information	Completeness of available information Excellent	Completeness of available information Very Good	Completeness of available information Good	Completeness of available information Fair	Completeness of available information Poor	Completeness of available information N/A
Organization of available information	Organization of available information Excellent	Organization of available information Very Good	Organization of available information Good	Organization of available information Fair	Organization of available information Poor	Organization of available information N/A
Usefulness of forms	Usefulness of forms Excellent	Usefulness of forms Very Good	Usefulness of forms Good	Usefulness of forms Fair	Usefulness of forms Poor	Usefulness of forms N/A
Overall interactive experience	Overall interactive experience Excellent	Overall interactive experience Very Good	Overall interactive experience Good	Overall interactive experience Fair	Overall interactive experience Poor	Overall interactive experience N/A

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* 10. For telephone or e-mail interactions, please rate your experience:

	Excellent	Very Good	Good	Fair	Poor	N/A
Courteous, Helpful and Professional Staff	Courteous, Helpful and Professional Staff Excellent	Courteous, Helpful and Professional Staff Very Good	Courteous, Helpful and Professional Staff Good	Courteous, Helpful and Professional Staff Fair	Courteous, Helpful and Professional Staff Poor	Courteous, Helpful and Professional Staff N/A
Knowledgeable staff	Knowledgeable staff Excellent	Knowledgeable staff Very Good	Knowledgeable staff Good	Knowledgeable staff Fair	Knowledgeable staff Poor	Knowledgeable staff N/A
Timely referral to the correct staff member	Timely referral to the correct staff member Excellent	Timely referral to the correct staff member Very Good	Timely referral to the correct staff member Good	Timely referral to the correct staff member Fair	Timely referral to the correct staff member Poor	Timely referral to the correct staff member N/A
Organization of information	Organization of information Excellent	Organization of information Very Good	Organization of information Good	Organization of information Fair	Organization of information Poor	Organization of information N/A
Value of suggestions and information	Value of suggestions and information Excellent	Value of suggestions and information Very Good	Value of suggestions and information Good	Value of suggestions and information Fair	Value of suggestions and information Poor	Value of suggestions and information N/A
Completeness of information	Completeness of information Excellent	Completeness of information Very Good	Completeness of information Good	Completeness of information Fair	Completeness of information Poor	Completeness of information N/A
Returned calls and emails in a timely manner	Returned calls and emails in a timely manner Excellent	Returned calls and emails in a timely manner Very Good	Returned calls and emails in a timely manner Good	Returned calls and emails in a timely manner Fair	Returned calls and emails in a timely manner Poor	Returned calls and emails in a timely manner N/A
Speed of service at the administrative office	Speed of service at the administrative office Excellent	Speed of service at the administrative office Very Good	Speed of service at the administrative office Good	Speed of service at the administrative office Fair	Speed of service at the administrative office Poor	Speed of service at the administrative office N/A
Convenient office hours	Convenient office hours Excellent	Convenient office hours Very Good	Convenient office hours Good	Convenient office hours Fair	Convenient office hours Poor	Convenient office hours N/A
Overall experience	Overall experience Excellent	Overall experience Very Good	Overall experience Good	Overall experience Fair	Overall experience Poor	Overall experience N/A

Question Title

* 11. For in-person service, please rate your experience with HCFMO staff members:

	Excellent	Very Good	Good	Fair	Poor	N/A
Overall quality of the experience.	Overall quality of the experience. Excellent	Overall quality of the experience. Very Good	Overall quality of the experience. Good	Overall quality of the experience. Fair	Overall quality of the experience. Poor	Overall quality of the experience. N/A
Quality and detail of service or information provided.	Quality and detail of service or information provided. Excellent	Quality and detail of service or information provided. Very Good	Quality and detail of service or information provided. Good	Quality and detail of service or information provided. Fair	Quality and detail of service or information provided. Poor	Quality and detail of service or information provided. N/A
Value of service or information provided.	Value of service or information provided. Excellent	Value of service or information provided. Very Good	Value of service or information provided. Good	Value of service or information provided. Fair	Value of service or information provided. Poor	Value of service or information provided. N/A
Courteous, helpful and professional staff.	Courteous, helpful and professional staff. Excellent	Courteous, helpful and professional staff. Very Good	Courteous, helpful and professional staff. Good	Courteous, helpful and professional staff. Fair	Courteous, helpful and professional staff. Poor	Courteous, helpful and professional staff. N/A
Personal appearance, helpfulness, and courtesy.	Personal appearance, helpfulness, and courtesy. Excellent	Personal appearance, helpfulness, and courtesy. Very Good	Personal appearance, helpfulness, and courtesy. Good	Personal appearance, helpfulness, and courtesy. Fair	Personal appearance, helpfulness, and courtesy. Poor	Personal appearance, helpfulness, and courtesy. N/A
Care for my property and for me.	Care for my property and for me. Excellent	Care for my property and for me. Very Good	Care for my property and for me. Good	Care for my property and for me. Fair	Care for my property and for me. Poor	Care for my property and for me. N/A
Respect for my time and convenience.	Respect for my time and convenience. Excellent	Respect for my time and convenience. Very Good	Respect for my time and convenience. Good	Respect for my time and convenience. Fair	Respect for my time and convenience. Poor	Respect for my time and convenience. N/A
Time needed to complete tasks.	Time needed to complete tasks. Excellent	Time needed to complete tasks. Very Good	Time needed to complete tasks. Good	Time needed to complete tasks. Fair	Time needed to complete tasks. Poor	Time needed to complete tasks. N/A
Ability to answer questions and resolve problems professionally and courteously.	Ability to answer questions and resolve problems professionally and courteously. Excellent	Ability to answer questions and resolve problems professionally and courteously. Very Good	Ability to answer questions and resolve problems professionally and courteously. Good	Ability to answer questions and resolve problems professionally and courteously. Fair	Ability to answer questions and resolve problems professionally and courteously. Poor	Ability to answer questions and resolve problems professionally and courteously. N/A
Ability to explain what I need to do to correct identified fire or life safety hazards.	Ability to explain what I need to do to correct identified fire or life safety hazards. Excellent	Ability to explain what I need to do to correct identified fire or life safety hazards. Very Good	Ability to explain what I need to do to correct identified fire or life safety hazards. Good	Ability to explain what I need to do to correct identified fire or life safety hazards. Fair	Ability to explain what I need to do to correct identified fire or life safety hazards. Poor	Ability to explain what I need to do to correct identified fire or life safety hazards. N/A
Offered suggestions on how to resolve my particular situation.	Offered suggestions on how to resolve my particular situation. Excellent	Offered suggestions on how to resolve my particular situation. Very Good	Offered suggestions on how to resolve my particular situation. Good	Offered suggestions on how to resolve my particular situation. Fair	Offered suggestions on how to resolve my particular situation. Poor	Offered suggestions on how to resolve my particular situation. N/A
Ability to anticipate my needs without being asked.	Ability to anticipate my needs without being asked. Excellent	Ability to anticipate my needs without being asked. Very Good	Ability to anticipate my needs without being asked. Good	Ability to anticipate my needs without being asked. Fair	Ability to anticipate my needs without being asked. Poor	Ability to anticipate my needs without being asked. N/A

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* 12. If you were not satisfied any feature of our service, please explain.

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* 13. Are there any HCFMO personnel you would like to identify regarding your experience with them -- positive or negative?

Yes

Comment

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* 14. Do you have any other suggestions how we could improve our customer service?

Yes

Comment

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* 15. Would you like someone from HCFMO to contact about your experience with us? If yes, please provide your name and an e-mail address or daytime telephone number in the space below.

Yes

Contact information (for return contact only)