This article aims to propose an assessment of the quality of the public emergency service of a fire department, observing the process of identifying failures due to uncertainty about performance. There are few studies on the assessment of quality in public fire services through the analysis of customer bias and employee bias. An exploratory research was carried out using a Servperf questionnaire adapted for two stakeholders: customers and employees; observing the perception of the quality of operational services in the Fire Department of the State of São Paulo, Brazil. The main results illustrate that assurance and security were dimensions of the instrument that represent the quality of fire services by firefighters in the analysis of both groups, with few discrepancies between internal and external customers. It was also found that the importance attributed to services did not influence the assessment of the quality of services for these analyses. However, other characteristics need to be analyzed. Training of teams to deal with the professionals themselves in crisis. Training in humanized and agile care, inclusive in situations of multiple victims and demonstration of individualized care and sensitivity to the people served. Therefore, the creation of psychosocial support and protocols for empathetic action in the service, through psychological support after the service is the beginning.. The finding suggests managerial implications for leadership to further improve the operational services of firefighters.