To gather caller feedback and help improve service at its 911 Emergency Command & Data Center, the San Diego Fire-Rescue Department will begin a three-month pilot today, sending brief text message surveys to select callers who reported fire or medical emergencies.

The two-question survey, powered by PowerEngage, will be sent to callers in San Diego following incidents such as structure fires, medical emergencies, rescues and traffic accidents. It asks callers to rate their satisfaction with the service and professionalism of the dispatcher who answered their call and invites them to share additional comments about their experience.

Feedback collected during the pilot will also contribute to a study by Harvard University’s People Lab examining how positive feedback can support dispatcher resilience.

Survey texts will be delivered between 8 a.m. and 8 p.m. from an automated telephone number, 619-382-2760. This number does not accept return voice calls.

Participation is voluntary. Recipients may reply STOP at any time to opt out of future surveys from the department.

The survey is for feedback only and should not be used to request help or report an emergency. For emergencies, always call 911.