surveying customers at your sites northwest hazardous materials conference june 25, 2013 julie d....
TRANSCRIPT
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SURVEYING CUSTOMERS AT YOUR SITES
Northwest Hazardous Materials Conference June 25, 2013Julie D. MitchellLocal Hazardous Waste Management ProgramKing County Solid Waste Division
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(LHWMP)
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Why Survey?
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Gain Useful Information About Residents and Their Waste
Why Do Residents Visit?
How Far Will They Go?
Do They Know Where and When To
Go?
Who Are They?
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Surveyed at All MRW Collection Sites
Three Fixed Facilities:North SeattleSouth SeattleFactoria (Bellevue, WA)
Two Roving WastemobilesWeekly Mobile Collection
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Methodology
Surveys were administered to 1,953 Customers
266 at North Seattle294 at South Seattle265 at Factoria458 at the Weekly Wastemobile (South King
County)670 at the Two Roving Wastemobiles
359 - Bothell Wastemobile (NE King County)311 - Covington Wastemobile (SE King County)
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Main Measures
Collection Site Promotion
Reasons Residents Brought in Hazardous Waste
Type of Residences From Which They Brought
Waste
Customer Satisfaction
Demographics
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Survey Instrument
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What Did We Learn?
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How Did You Find Out About The Collection Site?
Flyer in mail 42%
LHWMP website
22%
Used site before
15%
Word of mouth
9%
Drove by site 9%
Other website
5%
HHW phone
3%
Flyer at store
1%
Other phone
<1%
Fair/home show <1%
Other 4%
0
250
500
750
1000
821
421
291
178 178
8851
25 7 3
83
Num
ber o
f Res
pond
ents
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Post Card Mailer to Residents
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Quarterly Mailer to Residents
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Reason for Visit
Clean-up effort 43%
Routine visit 30%
Moving out 11%
Previous resident left materials
8%
Remodel 5%
Other 7%
0
250
500
750
1000
830
582
216
149
89139
Num
ber o
f Res
pond
ents
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Type Of Residence
Single-family house 93%
Duplex, triplex, or four-plex
1%
Apartment 2%
Condominium 3%
Other 1%
0
500
1000
1500
2000
1815
25 37 55 17
Num
ber o
f Res
pond
ents
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Rent or Own
Own 91%
Lease/rent 8%
Neither/not my residence 1%
0
500
1000
1500
2000
1758
156
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Num
ber o
f Res
pond
ents
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Customer Satisfaction Levels
Days of Operation(n=1,937)
Hours of Operation(n=1855)
Wait Time(n=1843)
0
500
1000
1500
2000
1315 1309
1716
556 516
122
67 30 5
Needs Im-provement
Adequate
Excellent
Num
ber o
f Res
pond
ents
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Annual Income
Less than$25,000
6%
$25,000 to $49,999
17%
$50,000 to $74,999
21%
$75,000 to $99,999
18%
$100,000 to $150,000
23%
$150,000or more
15%
0
100
200
300
400
500
79
235
287
255
324
210
Num
ber o
f Res
pond
nets
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Ethnicity
Hispan
ic,
any r
ace
Non-Hisp
anic,
White
alone
Non-Hisp
anic,
Asian or P
acific I
slander
alone
Non-Hisp
anic,
America
n Indian
or Nati
ve alone
Non-Hisp
anic,
Black al
one
Non-Hisp
anic,
other
or multiple
races
0%
25%
50%
75%
100%
2%
89%
6%1% 1% 2%
7%
68%
15%
1%6% 3%
Survey Respondents King CountyPe
rcen
tage
of R
espo
nden
ts
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Zip Code Data helps establish the service area of a given facility
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ComparisonsIn 2012 more respondents selected Routine
Visit than 2007 as their reason for visiting an HHW facility
In 2012 fewer respondents selected having to dispose of previous residents materials than in 2007
Responses to the questions on residence type and ownership did not substantially change
Respondent demographics did not appear to have substantially changed between 2012 and 2007
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Why Customers DO NOT Visit
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COLLABORATION
On-site survey results will be used with the broader residential survey and other research that is being done in the Program
Provide data that other HHW programs can use
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Contact Information
Julie D. MitchellLocal Hazardous Waste Management
ProgramKing County Solid Waste [email protected]