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Surveying Customers At Your Sites

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.

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Surveying Customers At Your Sites

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  1. 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

  2. (LHWMP)

  3. Why Survey?

  4. 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?

  5. Surveyed at All MRW Collection Sites • Three Fixed Facilities: • North Seattle • South Seattle • Factoria(Bellevue, WA) • Two Roving Wastemobiles • Weekly Mobile Collection

  6. Methodology Surveys were administered to 1,953 Customers • 266 at North Seattle • 294 at South Seattle • 265 at Factoria • 458 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)

  7. Main Measures • Collection Site Promotion • Reasons Residents Brought in Hazardous Waste • Type of Residences From Which They Brought Waste • Customer Satisfaction • Demographics

  8. Survey Instrument

  9. What Did We Learn?

  10. How Did You Find Out About The Collection Site?

  11. Post Card Mailer to Residents

  12. Quarterly Mailer to Residents

  13. Reason for Visit

  14. Type Of Residence

  15. Rent or Own

  16. Customer Satisfaction Levels

  17. Annual Income

  18. Ethnicity

  19. Zip Code Data helps establish the service area of a given facility

  20. Comparisons • In 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

  21. Why Customers DO NOT Visit

  22. 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

  23. Contact Information Julie D. Mitchell Local Hazardous Waste Management Program King County Solid Waste Division julie.mitchell@kingcounty.gov 206-296-4465

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