We are pleased to publish the results of our 2020 Environmental Body (EB) Satisfaction Survey.
In line with best practice, we undertake an annual stakeholder satisfaction survey 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 our stakeholders perceive and understand the quality of the services we provide when regulating the Landfill Communities Fund (LCF). 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. 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.
Due to the COVID-19 outbreak and the availability of EB staff and volunteers to respond to the survey (due to furloughing or the temporary closure of organisations), we considered it appropriate to delay the EB Satisfaction Survey from the planned start date of 20 May 2020 (with an end date of 1 July 2020) to a new start date of 22 June 2020 (with an end date of 2 August 2020). Furthermore, to allow additional time for those returning to their roles in August we extended the deadline to 16 August 2020. We also introduced a new set of questions to obtain feedback from our stakeholders on how they perceive we have handled providing guidance and information during the COVID-19 pandemic.
In 2020, we received 158 responses to the survey. Due to COVID-19 the response rate was down on the last three years (2019: 209 responses; 2018: 179 responses; 2017: 164 responses). The overall level of satisfaction reported for 2020 was 83 per cent, whilst this is a strong satisfaction score, it is slightly lower than the score recorded for 2019, 2018 and 2017 (86 per cent). This rating is calculated across the overall survey results as a percentage of questions requiring a response from 1 to 5 which were responded to positively, 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 2020 Satisfaction Survey. We will launch our next EB Satisfaction Survey in May 2021.