Shaping Norfolk’s Recycling Centres: customer satisfaction survey 2021 Results

Results updated 16 Dec 2021

Each year Norfolk County Council measures customer satisfaction at the recycling centres through an online satisfaction survey. The 2020-21 survey ran from 14 February – end of March 2021 which generated 3,217 responses.

The question used to measure 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% 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, the centres are well run, organised and the shops are great way of reusing unwanted items.

The survey also highlighted customer concern that the DIY waste charging is linked to increased fly tipping.  The recycling centres accept an unlimited amount of DIY type waste through the ‘Pay as you Throw’ service, but there is a charge for some waste types. For more information please visit: https://www.norfolk.gov.uk/rubbish-recycling-and-planning/rubbish-and-recycling/diy-waste

DEFRA produced its annual report on fly tipping in early 2021 which showed that in Norfolk reported fly tipping has reduced every year since 2016.  Most fly tips recorded during 2019-20 in Norfolk were household waste and white goods, all of which can be disposed of for free at recycling centres. 

Although a report by the charity WRAP in 2021 concluded there was no evidence of a link between charging for DIY waste disposal and fly tipping, the Council acknowledge the concerns of the customer and the impact that fly tipping has on the environment. The Council, along with other local authorities in Norfolk run an active campaign to combat fly-tipping. You can find out more about SCRAP here

The satisfaction survey ran during a government lockdown at the start of 2021 and the concerns of customers about queuing, social distancing and reopening the reuse shops were reflected in the responses received.  Since April 2021 the reuse shops have re-opened.  Also, the level of queuing at the recycling centres significantly reduced as lockdown restrictions eased.

Responses were received for all of the recycling centres in Norfolk included the Mile Cross recycling centre which closed in September 2021 and has been replaced by the new Norwich North recycling centre.   The new site offers a wider service including the county’s largest reuse shop, due to open in January 2022. 

High quality customer service remains one of the priorities and we continue to work with the recycling centre operator in providing staff training to ensure high standards are achieved. 

 

The majority of customers who completed the survey said they would prefer to receive information on recycling centres through an internet search, on social media, by talking to staff or through a newsletter.  If you’d like to keep up to date with our recycling centres on social media please visit our website, sign up to a newsletter or follow us on Facebook, Twitter or Instagram.