We are pleased to publish the results of our 2021 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 include our Enrolment, 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). 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.
In 2021, we received 199 responses to the survey, this was an increase on the responses in 2020 which were reduced due to COVID-19, and the second highest number of responses in recent years (2020: 158 responses; 2019; 209 responses; 2018: 179 responses; 2017: 164 responses).
The overall level of satisfaction reported for 2021 was 85 per cent, which is in line with the previous scores of 2020: 83; 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 2021 Satisfaction Survey. We will launch our next EB Satisfaction Survey in May 2022.