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
(LHWMP) 2
Why Survey? 3
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? 4
Surveyed at All MRW Collection Sites Three Fixed Facilities: North Seattle South Seattle Factoria (Bellevue, WA) Two Roving Wastemobiles Weekly Mobile Collection 5
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 Bothell Wastemobile (NE King County) Covington Wastemobile (SE King County) 6
Main Measures Collection Site Promotion Reasons Residents Brought in Hazardous Waste Type of Residences From Which They Brought Waste Customer Satisfaction Demographics 7
Survey Instrument 8
What Did We Learn? 9
How Did You Find Out About The Collection Site? 10
Post Card Mailer to Residents 11
Quarterly Mailer to Residents 12
Reason for Visit 13
Type Of Residence 14
Rent or Own 15
Customer Satisfaction Levels 16
Annual Income 17
Ethnicity 18
Zip Code Data helps establish the service area of a given facility 19
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
Why Customers DO NOT Visit 21
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 22
Contact Information Julie D. Mitchell Local Hazardous Waste Management Program King County Solid Waste Division