Customer Survey - Overall Satisfaction

Document Sample
Customer Survey - Overall Satisfaction Powered By Docstoc
					                         Customer Survey – Overall Satisfaction*
                                     Scale 1 – 10 (1 = Poor, 10 = Good)

                                 Zone 1            Zone 2        Zone 3            Zone 4          Zone 5
                                 Marborg           Allied        Marborg          Waste Mgt.      Waste Mgt.
        1999
        Rating                     9.42             8.65              8.90          8.57            9.11
        Rank                         1               5                 3                4             2

        2004
        Rating                     9.58             9.28              9.53          8.39            9.08
        Rank                         1               3                 2                5             4

        2009
        Rating                     9.42             8.86              9.69          9.36            8.94
        Rank                         2               5                 1                3             4

        Avg. All Years
        Rating                     9.47             8.93              9.38          8.77            9.04
        Rank                         1               4                 2                5             3


                             Customer Satisfaction by Franchise Zone

          10.00
           9.00
           8.00
           7.00
           6.00
           5.00
           4.00
           3.00
           2.00
           1.00
           0.00
                       Zone 1             Zone 2            Zone 3             Zone 4           Zone 5

                      Marborg             Allied            Marborg          Waste Mgt.        Waste Mgt.

                                Aggregate Results - 1999, 2004 & 2009 Surveys


        *Aggregate ratings for the following questions from solid waste customer satisfaction surveys in
        1999, 2004 & 2009. The questions measured:
        ◆ Overall satisfaction with residential field collection
        ◆ Overall satisfaction with residential office staff
        ◆ Overall satisfaction with commercial field collection
        ◆ Overall satisfaction with commercial office staff.

Attachment B - Franchise Project 1/13/2010