Customer satisfaction in a large urban fire department emergency medical services system.

Objectives: The purpose of this study was to determine if emergency medical services (EMS) customer satisfaction could be assessed using telephone-survey methods. The process by which customer satisfaction with the EMS service in a large, fire department-based EMS system is reported, and five month results are presented.

Methods: Ten percent of all patients transported during the period of October 15, 2001, through March 15, 2002, were selected for study.