Bulky Household Waste – Customer Satisfaction Survey 2006/07
Background
This is an on-going survey. We carry out around 130 collections of large household items such as furniture and white goods per month and send a feedback form to 10% of these customers.
Last year (April 1st 2006 – 31st March 2007) we carried out 1598 collections We received 101 completed satisfaction forms.
Summary of findings
- 31% of customers have used the service before
- 21% of customers have been recommended to us by family or friends
- 99% of respondents said that the office staff were polite and helpful
- 70% of customers now choose to pay by credit or debit card over the phone
- Almost 80% think our charges are reasonable
- Most people think that there should be discounts for senior citizens
- 100% of respondents said the collection was done on the right day
- 96% of collections were carried out in under 2 weeks and
- 96% said they were happy with the speed of service
- Everyone who saw the collectors said they were polite and helpful, in fact we received many additional comments about the men being efficient, helpful and cheerful
- 99% said they would use the service again
Some typical comments:
"Expensive way of disposing of large items but little choice!"
"For me not having a car this service was a great help thank you"
"An efficient service, the same as the weekly household service always is"
"Men were polite and very helpful I'm disabled and my husband is in poor health. Office staff were polite and helpful as well"
"This is an extremely valuable service and one that needs to be continued whatever the cost if we are to stop people disposing of their waste here there and everywhere. But the charge must be reasonable"
"Excellent service, came on time, worked hard, completed the job, full load. Value for money"
"Rather expensive. Collectors were excellent"
"Collectors very good as considerable snow on collection day - well done. Service should be included in Council tax"
"It seems rather expensive but I couldn't find anywhere else. The young man who came was extremely polite"
"The 2 men who came to collect a large sofa were particularly helpful"
Did you know?
You can now download a Bulky Waste Collection form online.
