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SURVEYING CUSTOMERS AT YOUR SITES Northwest Hazardous Materials Conference June 25, 2013 Julie D. Mitchell Local Hazardous Waste Management Program King County Solid Waste Division 1

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Surveying Customers At Your Sites. Northwest Hazardous Materials Conference June 25, 2013 Julie D. Mitchell Local Hazardous Waste Management Program King County Solid Waste Division. (LHWMP). Why Survey?. Gain Useful Information About Residents and Their Waste. - PowerPoint PPT Presentation

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Page 1: Surveying Customers At Your Sites

1

SURVEYING CUSTOMERS AT YOUR SITES

Northwest Hazardous Materials Conference June 25, 2013Julie D. MitchellLocal Hazardous Waste Management ProgramKing County Solid Waste Division

Page 2: Surveying Customers At Your Sites

2

(LHWMP)

Page 3: Surveying Customers At Your Sites

3

Why Survey?

Page 4: Surveying Customers At Your Sites

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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?

Page 5: Surveying Customers At Your Sites

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Surveyed at All MRW Collection Sites

Three Fixed Facilities:North SeattleSouth SeattleFactoria (Bellevue, WA)

Two Roving WastemobilesWeekly Mobile Collection

Page 6: Surveying Customers At Your Sites

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MethodologySurveys 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)

Page 7: Surveying Customers At Your Sites

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Main Measures

Collection Site PromotionReasons Residents Brought in Hazardous WasteType of Residences From Which They Brought

WasteCustomer SatisfactionDemographics

Page 8: Surveying Customers At Your Sites

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Survey Instrument

Page 9: Surveying Customers At Your Sites

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What Did We Learn?

Page 10: Surveying Customers At Your Sites

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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

Page 11: Surveying Customers At Your Sites

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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

Page 14: Surveying Customers At Your Sites

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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

Page 15: Surveying Customers At Your Sites

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Rent or Own

Own 91%

Lease/rent 8%

Neither/not my residence 1%

0

500

1000

1500

2000

1758

156

28

Num

ber o

f Res

pond

ents

Page 16: Surveying Customers At Your Sites

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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

Page 18: Surveying Customers At Your Sites

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Ethnicity

Hispan

ic,

any r

ace

Non-Hisp

anic, White

alone

Non-Hisp

anic, Asia

n or Paci

fic Islan

der alone

Non-Hisp

anic,

American

Indian

or Native

alone

Non-Hisp

anic, Black

alone

Non-Hisp

anic, other o

r multiple r

aces

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]