We are pleased to publish the results of our 2019 Environmental Body (EB) Satisfaction Survey.
In line with best practice, we undertake an annual stakeholder satisfaction survey in May each year, which provides EBs with an opportunity to submit their feedback, thoughts and opinions on the quality and performance of our services.
Alongside our other stakeholder feedback surveys (which includes our Compliance and Helpline Surveys), the EB Satisfaction Survey acts as an annual benchmark of how stakeholders perceive and understand the quality of the services we provide when regulating the Landfill Communities Fund (LCF). Following an analysis of the results, we are then able to target our resources more effectively to ensure that we continue to provide high quality services.
Each year we robustly review the EB Satisfaction Survey questions, taking into account response rates, stakeholder feedback, and the sample size return for each question set. In the 2019 Satisfaction Survey there were no changes to the questionnaire. In 2019 we received 209 responses, which was an increase on the last three years' response rates (2018: 179 responses, 2017: 164 responses, 2016: 133 responses). The overall level of satisfaction reported for 2019 was 86 per cent, which was the same as recorded in 2018. This rating is calculated across the overall survey results as a percentage of questions requiring a response from 1-5 which were responded to postively, with a rating of 4 (agree) or 5 (strongly agree).
We have carefully analysed the results of the survey and have developed an action plan to address those areas and services, which stakeholders have indicated we should consider for improvement. A copy of the results of our analysis and our action plan are published on the right hand side of this page and on the EB Satisfaction Survey page of our website.
Thank you to all EBs who submitted a response to the 2019 Satisfaction Survey. We will launch our next EB Satisfaction Survey in May 2020.