Customer Report
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Waste Management Customer Feedback Report 2016 Household Waste Recycling Centre Customer Satisfaction Surveys and Mystery Shopping Produced by Kent County Council Waste Management 1 Background Kent County Council is responsible for the operation of 18 Household Waste Recycling Centres (HWRCs), across the county.. 2 15 81 Very Dissatisfied Ease of access to recycling and waste disposal points on 2 16 site Site layout 81 Dissatisfied 2 17 79 Neither Satisfied nor Dissatisfied Satisfied Length of time queuing 2 12 85 Very Satisfied Entry into and around the 2 16 site 0 81 20 40 60 80 100 Customers at Canterbury and New Romney were the most likely to be very satisfied with entry into and around the site in 2016 (both 99 ).. b) Site staff Satisfaction Staff helpfulness 7 11 81 Staff presentation 7 14 80 Staff knowledge 7 12 81 Dissatisfied Staff politeness 7 12 81 Neither Satisfied nor Dissatisfied Safety whilst on site 2 17 80 Visability of site staff 2 16 81 Very Dissatisfied Satisfied Very Satisfied Cleanliness of site 2 19 0 79 20 40 60 80 100 11 Customers were also asked to rate their satisfaction with the site staff (on the 1-5 scale) looking at aspects of behaviour, presentation and professionalism.. Suggested Improvements In general, very few suggestions for improvements were made, however of the customers who did, the most common are detailed in the table below Suggestion for Improvement of Customers Access to/from site 4 Improve signage 4 Parking Control 3 Staff to be more helpful 3 Improved access to containers 3 Shorter queues 2 Bigger sites 2 More recycling containers 2 Longer opening hours 2 Improved layout 2 14 Mystery Shopping In December 2015, KCC WM procured a provider to undertake Mystery Shopping across its network of 18 HWRCs.. 100 90 80 70 60 50 40 30 20 10 97 97 98 98 98 98 98 96 98 98 94 94 c) Operating Policy Adherence 100 100 100 100 100 100 100 100 100 100 99 100 100 90 80 70 60 50 40 30 20 10 Operating policy adherence assesses whether o
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