Bulky Household Waste – Customer Satisfaction Survey 2008/09

Background

This is an on-going survey. Last year we carried out around 1560 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 2008 – 31st March 2009) we received 86 completed satisfaction forms

Summary of findings

27% of customers have used the service before
20% of customers have been recommended to us by family or friends
99% of respondents said that the office staff were polite and helpful
65% of customers now choose to pay by credit or debit card over the phone
Almost 90% think our charges are reasonable
98% of respondents said the collection was done on the right day
93% of collections were carried out in under 2 weeks and
99% 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:

"A very handy service"

"Excellent service"

"To be encouraged to cut down fly tipping. Maybe a discount for 2nd use"

"Invaluable service and reasonable with petrol costs."

"Excellent service crew very helpful"

"I was most impressed with this service and the fact that I didn't have to leave the articles on the front lawn."

"Other Councils offer a free service - why don't WDC"

"The men were very nice to deal with"

"I really value this service - it is excellent"

"Everyone I spoke to was very polite and efficient"

"Excellent service - all happened with no hassle"

"Collections from Mayfield only on a Thursday - more flexibility needed"

"I cannot speak highly enough of the men dealing with the collection. Highly efficient and pleasant"

"The gentleman I spoke to was polite helpful and told me how much I would have to pay. Good service"

"A really easy to use service - excellent!"

"The form was downloaded from your website"

"Collection delayed by snow and floods"

"Perhaps people on benefits would use it more if cheaper"

"Benefits subsidy may encourage more legal disposal and less fly tipping"

"Excellent men, friendly and helpful. Good representatives for Wealden DC"

"Excellent service. The 2 men arrived on time. Very helpful and quick and left everything clean and tidy"

Did you know?

You can now download a Bulky Waste Collection form online. (pdf, 45.4kb)