This website uses cookies primarily for visitor analytics. Certain pages will ask you to fill in contact details to receive additional information. On these pages you have the option of having the site log your details for future visits. Indicating you want the site to remember your details will place a cookie on your device. To view our full cookie policy, please click here. You can also view it at any time by going to our Contact Us page.


23 January 2012

A survey of leading waste producers has revealed that good, old-fashioned customer service is their key consideration when deciding who to appoint as their waste management provider. It’s even more important than price and recycling rates.

It far outstripped attributes such as recycling rates and investment in technology, which are increasingly used as positive ‘green’ marketing messages by waste management companies. It was even well ahead of price.
The on-line survey, carried out by independent waste managers Cleansing Service Group, asked over 100 companies to rank 15 issues in order of importance when choosing a provider.
They ranged from communication to technical knowledge, and quality to emergency response skills.
Customer service topped the poll, with 97 respondents saying it was ‘very important’ to them. Communication, compliance and reliability took the next three places. The importance of the price quoted for waste management services ranked at No.6 on the list, beaten also by a demand for quality.
Only 41 respondents thought a waste management company’s recycling rates were very important, placing it at 12th in the rankings, while investment in waste recovery technology and an open site policy came in at 14th and 15th.
CSG group business development manager Mike Wilson said: “The survey shows there is a wide range of factors of importance when a customer comes to purchase, but surprisingly perhaps, price does not top the list and service stands out as the most important consideration.
“It appears that issues more related to a waste facility, such as an open site policy or recycling rates, are much less important to customers than those related to service such as communication and reliability.”

The final customer wish list
Respondents were asked: “How important are the following issues to you when deciding on a waste management provider? Their order of priority was -
1. Service
2. Communication
3. Compliance
4. Reliability
5. Quality
6. Price
7. Product knowledge
8. Availability
9. Technical knowledge
10. Flexibility
11. Quote/order turnaround time
12. Facility recycling rates
13. Response in Emergency
14. Investment in waste recovery technology
15. Open site policy

 The research consisted of an on-line self-administered questionnaire and was hosted by Smart-Survey. A total of 108 respondents completed the questionnaire.

Contact: Tel: 0800 048 0622

Contact Details and Archive...

Print this page | E-mail this page


View more articles
Article image

Stay up lid means two hands better than one

Leafield Environmental has developed a new ‘stay up’ lid to help reduce food waste mess in canteens and kitchens. ...
Article image

Decksafe Solutions ensures upgraded household recycling site meets demand

DeckSafe Solutions has ensured the safety of users at a household recycling centre in Stoke Gifford near Bristol with the installation of a range of facili...