Customer satisfaction survey
Kent Fire and Rescue Service is a member of The Institute of Customer Service and has been awarded the ServiceMark accreditation in recognition of its excellent customer service.
From time-to-time we send out a survey to people that have used one of our services, for example called 999 in an emergency or requested a home safety visit or a business where we have audited premises. If you have received one of these services you may receive an invitation to complete a survey to let us know how happy you were with the service we provided. You may receive an invitation via email or letter in the post.
We really value this feedback as it helps us to check we are providing a great service and to identify areas where we can still improve - so please try and respond to the survey if you receive an invitation to do so.
For further information please email us.
How we use your data
Purpose
Kent Fire and Rescue Service (KFRS) is carrying out a customer satisfaction survey with The Institute of Customer Service. We use the information you provide so we can understand where we are doing well and where we need to improve our customer service.
Do you have to complete this survey?
Although we would really like your feedback you do not have to complete this survey. If you choose not to complete the survey it will in no way affect any service you receive from KFRS now or in the future.
How did we contact you?
Kent Fire and Rescue Service has used its data to contact you about this survey. You may have provided us with contact details when you received a service from us, such as a home fire safety visit or a building safety audit. If you have received a letter in the post then it is likely that you did not provide your contact details to us but we have sent it to an address where we believe we attended an incident (i.e. you may have had a fire or other emergency at your address in the previous 18 months).
Who else is involved in collecting and processing your data?
Kent Fire and Rescue Service is a member of The Institute of Customer Service (ICS) and we have asked them to undertake a piece of customer satisfaction research for us.
The ICS uses a market researcher called ‘TLF Research’ to undertake the surveys. TLF Research acts as a data processor on behalf of the ICS, while Kent Fire and Rescue Service acts as a data controller. TLF Research will only use this information for the purposes of conducting this customer satisfaction research.
You can also contact TLF Research by writing to:
TLF Research
Taylor Hill Mill
Huddersfield
HD4 6JA
Does TLF Research have your personal data?
No it does not. We do not share any of your personal data with either the ICS or TLF. The only way they will obtain personal data about you is if you choose to provide personal data as part of your responses to the survey.
What information will TLF Research collect?
TLF Research will only collect the information you send them in your responses to this survey. These are questions about your level of satisfaction with Kent Fire and Rescue Service and your contact details if you choose to provide them.
How does TLF Research use the information they collect?
TLF Research collects and analyses all of the anonymous responses provided by people who have completed the survey. They then pass this to the ICS, who share it with Kent Fire and Rescue Service. Your personal details will not be attached to information that TLF Research share with ICS and KFRS unless you have agreed to this during the survey.
How long does TLF keep your personal information?
When people complete the survey, TLF Research will retain the personal information provided in the answers for a period of up to twelve months. This is so that they have sufficient time to analyse the responses, prepare a report and answer any follow up questions they might receive from the ICS and Kent Fire and Rescue Service.
What if you change your mind about participating in this survey?
Participating in this survey is voluntary. If you have recently completed a survey and wish to have your responses removed, please email and request its removal, or contact TLF Research using the contact details above. You can only remove your details up to the point that the survey is closed and the results are provided to the ICS.
How will Kent Fire and Rescue Service use my information?
Once all of the analysis has been completed, KFRS will receive a summary of the survey responses from the ICS. This will be in a format which allows the ICS to identify to us where we are doing well and where we need to improve our customer service.
Your personal details will only be attached to information we receive if you agree to this during the survey. If you have given consent, then we may contact you to discuss your responses to the survey if we need to clarify any of your answers.
You can read more about how we keep your data private and safe in our Customer Feedback privacy notice.
For further information about data protection please visit our website or contact us using one of these methods:
Write to:
Kent Fire and Rescue Service
The Godlands
Straw Mill Hill
Tovil
Maidstone
ME15 6XB