EB Satisfaction Survey Findings 2018

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 our 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.

In 2018 we refined the questions, making updates as per the 2017 action plan whilst retaining key benchmarking measures to ensure we can compare our performance year on year. Furthermore, we considered it appropriate to include a new question area about the ENTRUST corporate values, in order to assess how well our stakeholders agree that we uphold and adhere to these values. Following the closure of the LCF in Wales on 31 March 2018, and the start of a transitional closure period, we also considered it appropriate to include a new question for EBs who operate in Wales to ensure that stakeholders are receiving enough information about the closure of the scheme in Wales. We further reviewed the questionnaire and considered it appropriate to move the training questions to earlier in the survey.

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 2018 Satisfaction Survey. We will launch our next EB Satisfaction Survey in May 2019.