Recycling centre customer satisfaction survey 2020

Results updated 28 Sep 2020

Each year Norfolk County Council measures customer satisfaction at the recycling centres through an online satisfaction survey. The 2019-20 survey ran from 14 February – end of March 2020 and 1,975 responses were generated.

The question we use to measure the satisfaction levels is: “Thinking about the recycling centre you use the most, how satisfied or dissatisfied are you with the recycling centre overall?” Our sites continue to provide a good service to the residents of Norfolk with 82.5% of respondents stating that they are very satisfied or fairly satisfied with the recycling centres. Positive comments included how helpful and welcoming the staff were and the tidy and professional look of the recycling centres.

However, the survey also highlighted that there is some confusion over the amount of DIY waste that can be taken to our recycling centres. We accept an unlimited amount of DIY type waste through our ‘Pay as you Throw’ service, but there is a charge. For more information please visit: https://www.norfolk.gov.uk/rubbish-recycling-and-planning/rubbish-and-recycling/diy-waste

As the survey ran into the first week of lockdown, customers expressed concerns as to whether their centre would re-open again after Covid-19 measures were eased. After an initial phased opening of larger sites, we are pleased that all 20 recycling centres are up and running again.

Responses relating to the Mile Cross site also highlighted the need for the recycling centre to have both better access and an improved layout. With the contract for the Mile Cross site ending in 2021, we are currently working on two replacement sites, one in Norwich North and one in Norwich South, both will provide modern facilities with easy access. Find out more about these projects here:  https://www.norfolk.gov.uk/rubbish-recycling-and-planning/rubbish-and-recycling/major-projects

Excellent customer service remains one of our priorities and we will continue to provide staff training to ensure high standards are achieved. 

The majority of customers told us they prefer to receive information on recycling centres either by performing an internet search, receiving a leaflet, talking to staff or receiving a newsletter. If you’d like to keep up to date with our recycling centres please visit our website, sign up to a newsletter or follow us on Facebook, Twitter or Instagram.