Customer Feedback from the Cesspool and Septic Tank emptying service

Background

Each year we survey a sample of our customers of this service. In the six months to April 2007 we received feed back from 30 of our customers.
The main points from the results are set out below:

93% are satisfied with the frequency of emptying
97% find the service reliable
100% think the service is efficient
20% of respondents had called us out in an emergency, all of these found the response satisfactory
Everyone who responded to the question ’Do you think our charges are reasonable’ agreed that they are. (77% response)
Everyone who responded is happy with the administration of their account but about a third did not realise that they can new pay by direct debit.

Comments and suggestions

An excellent service, Always carried out with efficiency and great charm. I am selling the house and will miss his cheerful visits
Stick to the same month each year for emptying The emptying has slipped over time and 52 weeks was actually 56+
Trevor and office girls are helpful and efficient at all times
We are fortunate to have the services of your operative. Conscientious and affable. The regular driver that we have is efficient, polite and knowledgeable as well as helpful Service very good
A postal reminder to empty after 12 months
The drivers are very helpful and if we ever have a problem they come out very quickly
We have had the same person to deal with for over 30 years (Trevor) and have been more than satisfied with the service he has given
Your employees are always courteous and most helpful and do you proud
Send details of Direct Debit
The service provided by Trevor over many years has always been of the highest standard
Friendly efficient service with good telephone manners in office

What happens next?

Details of how to pay by direct debit included with billing information
Replacement tankers being introduced provide quicker cleaner emptyings
Updated computer system now provides more accuracy and history of emptyings, access etc