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In October and November 2022, all residents in the District were invited to take part in a customer satisfaction survey to score and comment on the overall performance and service standards provided by the Council’s Waste and Recycling Operatives. A total of 2,000 questionnaires were sent out and 26 people responded, representing a response rate of 1%.
Q1. In your most recent customer service experience, how did you contact us?
- In Person: 5 (21%)
- By Phone: 14 (58%)
- Internet: 5 (21%)
- By Letter/ email: 0 (0%)
Q2. Did our representative…
Strongly Agree
Agree
Disagree
Strongly Disagree
Strongly Agree or Agree
Disagree or strongly disagree
(a) Reply promptly?
11
7
1
0
95%
5%
(b) Appear knowledgeable and competent?
11
9
0
0
100%
0%
(c) Handle issues with courtesy and professionalism?
11
9
0
0
100%
0%
(d) Resolve the issue quickly?
12
8
1
0
95%
5%
Q3. Do you find the collection crews polite & friendly?
19
6
0
1
96%
4%
Q4. Is the service regular/reliable?
19
7
0
0
100%
0%
Q5. Are the bins returned correctly after emptying (i.e. to the same place they were collected from)?
21
3
0
2
92%
8%
Q6. Do the crews clear spillages (they create) before
leaving site?
10
10
1
1
91%
9%
Q7. If the crews are unable to take your waste, do they leave a sticker on the bin/sack explaining why?
11
6
0
2
89%
11%
Q8. Overall, how would you rate the customer service experience?
Score Responses Percentage Overall Excellent 12 46.2% 96.2% Very Good 11 42.3% 96.2% Good 2 7.7% 96.2% Average 0 0.0% 0.0% Poor 1 3.8% 3.8% Comments and suggestions
Not having a garden waste collection over winter is a real problem, maybe one every 4 weeks would help.
Managers Comments
We are grateful to those who took the time to respond, but the response rate this year was disappointing and we will look at ways to increase customer feedback in future as this is valuable in helping us to improve service delivery.
Satisfaction remains high (95%+) with most aspects of the service, but there is scope to improve communications with residents about why we are not always able to remove waste put out for collection. The crews do use stickers on sacks and bins to identify the most common reasons, but we will see what more we can do to ensure that residents are aware of any issues and understand how they can help to avoid recurring problems.
We will also take the opportunity to remind all crews to check that bins are returned to their original location after emptying and to clear any spillages they cause at the time of collection or report to their Supervisor if the mess was already there when they arrived (in which case that would be for the resident to clear).
There was a comment about the garden waste suspension, but there are no proposals to change the current service at the present time.