Recycling centre customer satisfaction survey 2020

Closed 31 Mar 2020

Opened 14 Feb 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:

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:

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.






Norfolk County Council provides a network of 20 Recycling Centres. Last year they handled over 51,000 tonnes of household waste of which over 74% was recycled, avoiding waste treatment and disposal costs.

To help us continue to provide an efficient and value for money service in the coming years, we want to find out your views about the Recycling Centres that you use. Even if you don’t use them, we want to hear from you so that we can understand why.

Please take part in our survey, which should take a few minutes to complete. 


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