Satisfaction at Kent’s household waste sites at 99%

Customer satisfaction surveys held at Kent’s waste and recycling centres has found 99% of users are happy with the service they receive.

A new report released by Kent County Council into feedback for its Household Waste and Recycling Centres (HWRCs) found they are performing extremely well.

The waste management team is responsible for operating 18 HWRCs across the county, handling 185,000 tonnes of waste and receiving 3.5 million visits a year.

The team uses customer satisfaction surveys and mystery shopping assessments to rate the experiences of customers across all sites.

KCC’s Waste Services Manager Kay Groves said: “We are extremely pleased with the recent results.

“By doing these surveys it allows improvements to be made and celebrate when centres are performing well.

“I would like to thank all site staff operatives and contractors for their continued hard work in improving and maintaining the HWRC’s, which clearly remain a valuable service for Kent residents.”

The customer satisfaction surveys are undertaken twice a year across all 18 HWRCs. In total, 7,130 surveys were carried out in 2018.

Mystery shopping assessments also take place each month, with the results finding:

  • Overall satisfaction with the HWRC service is high at almost 99%.
  • 84% of customers did not have to queue to enter the HWRC on their visit.
  • 92% of customers stated that the current opening hours suited their needs.
  • The most common suggestion for improvement to sites was ‘improved signage’ and ‘bigger site’
  • Overall, Centres scored 97% for the mystery shops, scoring well on every aspect
Satisfaction at Kent’s household waste sites at 99% was last modified: February 6th, 2019 by Thom Morris