City of Austin Performance Report 2015-16

Average Customer Satisfaction with the Quality of All Curbside and HHW Services 

Measure Description
This key indicator identifies the average percent of customers that answer "Very Satisfied" or "Satisfied" on the annual Citywide City of Austin Community Survey questions regarding quality of residential garbage, yard waste, bulky item pickup, recycling collection, and household hazardous waste (HHW) disposal service. Austin Resource Recovery (ARR) is committed to providing excellent customer service throughout the community, and customer satisfaction ratings can help to determine whether or not ARR’s services are meeting customer expectations.
Calculation Method
This measure is derived from the annual City of Austin Community Survey, and includes the percent of "Very Satisfied" or "Satisfied" responses from those respondents who indicated that the City provides their residential garbage collection. It excludes responses of “Don’t Know”. This measure is an average of five curbside and HHW customer satisfaction questions.
FY 2015-16 Results
The average customer satisfaction with the quality of all curbside and HHW services for Austin Resource Recovery (ARR) was 72.6%, missing the target of 77%.
Assessment of Results
The average customer satisfaction with the quality of all curbside and HHW services for ARR decreased from 74.1 in FY 2014-15 to 72.6 in FY 2015-16. This represents the third consecutive year of decreases for this measure. The results likely reflect growing pains associated with an increasing customer base coupled with a limited expansion in resources and technology. Specifically, complaints most frequently received are related to the City having only one facility for HHW disposal services; satisfaction of four component services decreased from FY 2014-15 with residential yard waste collection increasing from 75.8% to 77.8%.
Next Steps
ARR will evaluate its services and adjust routes to be able to continue providing consistent, on-time service. In addition, ARR will evaluate its customer response protocols and practices for improvement. ARR is committed to providing excellent customer service throughout the community and is doing so through training and evaluation of staff members, implementing new vehicle technology over the next few years, and planning and constructing a second service center in northeast Austin.
Contact Information
For more information contact Ron Romero, Collections Division Manager, at (512) 974-4353.