Household Waste Recycling Centres customer satisfaction survey results

Twice a year we measure customer satisfaction at our 19 Household Waste Recycling Centres (HWRCs). We ask customers at the time of booking, both online and by phone, to take part in the survey.

Summer 2022 results

This most recent survey was in June and July 2022 and we received over 11,000 responses.

The survey asks for views about using the booking system and their most recent visit to the HWRC.

Some of the things customers are telling us:

  • 95% of respondents were either satisfied or extremely satisfied with their visit to a HWRC (less than 2% were dissatisfied)
  • 95% of respondents found it easy or extremely easy to use the booking system (1% found it difficult)
  • 99% got a booking either for the exact date they wanted, on an acceptable alternative date or they just didn’t have a date in mind
  • 55% had used the booking system to book a slot for the same day.

The feedback from the survey helps us understand when we are performing well and what improvements we could make. Excellent customer service remains one of our priorities and we will continue to work with our contractors to ensure high standards are achieved. We value your comments and suggestions and thank you for providing us with your feedback.

You can view the results on our interactive dashboard and filter the results to find specific information that interests you.

View the data