City of Austin Performance Report 2014-15

Customer Satisfaction with the Quality of Residential Curbside Trash Collection in the City of Austin Citizen Survey

Measure Description
This key performance indicator measures customer satisfaction with the quality of residential curbside trash collection as captured in the annual City of Austin Citizen survey.
Calculation Method
The total percentage of the respondents who rated residential curbside trash collected as “Very Satisfied” or “Satisfied” in the annual City of Austin Citizen survey.
FY 2014-15 Results
Customer satisfaction increased to the highest level in the past five years at 87%, meeting the FY 2014-15 goal of 87%.
Assessment of Results
The Department’s on-time collection and timely responses to citizen customer service requests met customer expectations as measured by the survey. Of all survey items under the “Residential and Neighborhood Services” category, Customer Satisfaction with the Quality of Residential Curbside Trash Collection was rated the highest with only 6% of respondents expressing dissatisfaction.
Customers recycling
Next Steps
The Department will continue to monitor responsiveness to customer service requests as well as provide training to staff so that customer satisfaction levels will continue to improve.
Contact Information
For more information contact Ron Romero, Trash Collections Division Manager, at (512) 974-4353.