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Austin Resource Recovery FY20 Customer Satisfaction Survey Data Analytics & Business Intelligence FY21Q2 © 2018 Austin Energy Data Analytics and Business Intelligence (DABI) Working with DABI at Austin Energy + = Unbiased, Trusted Advisor Experienced Analytics Team Big Picture Insights 2 Data Analytics and Business Intelligence (DABI) OUR COA PARTNERS OUR RESOURCES Austin 311 Austin Energy Austin Resource Recovery Austin Water COA Budget Office Neighborhood Housing Ofc. Performance Mgmt. Parks and Recreation Public Health Transportation Team with nearly 40 years of customer insight research experience ArcGIS Census Economic Data ESRI Data Qualtrics Salesforce.com SAS SPSS Tableau TCAD 3 Data Analytics and Business Intelligence (DABI) Data Collection Process What is the goal of this research? Support a Strategic Outcome Gather Awareness or Satisfaction Insights Build upon Existing Data Communicate the Impact of the Results Why this data is needed and who is going to use it 4 Methodology Summary YEAR FY16 FY17 FY18 FY19 FY20 METHODOLOGY online survey, email invite online survey, email invite online survey, email invite online survey, email invite phone & online survey, call & email invite ENGAGEMENT (began survey) COMPLETION (completed survey) SPANISH (completed survey in Spanish) 857 780 4 1,159 1,112 3 835 800 3 1,073 1,028 2 993 922 55 Note: Sample is from COA Utilities accounts with email addresses. 5 Customer Demographics Responses by District District Responses 1 2 3 4 5 6 7 8 9 10 11% 12% 12% 10% 7% 11% 11% 9% 8% 10% Due to rounding, numbers may not always add up to 100%. Data based on sample size n= 922. 6 Customer Demographics 85% Single family homes 12% Townhouse, duplex, triplex, or fourplex 2% Condo 1% Other 18% 50k or less 23% 50k to under 100k 30% 100K or more 28% preferred not to respond or were unsure 10% 34 years old and under 37% 35-54 years old, 47% 55 years old or older 6% Preferred not to respond Home Income Age 10% Completed some or graduated high school 51% Completed some or graduated college 30% Postgraduate work 9% Other or preferred not to respond Education 20% Less than 10 years 18% 11-20 years 57% More than 20 years 4% Preferred not to respond Time in Austin Due to rounding, numbers may not always add up to 100%. Sample size may vary by question. 7 Overall Satisfaction Satisfaction w Employees Satisfaction w ARR Value of Services Summary of Results FY20 Results FY19 Results (%) 89% 89 78% 79 Recommendations 76% 79 Recycling Customers continue to request weekly pick-up, consider expanding service Street Sweeping Customers question the frequency and effectiveness of service, consider increasing awareness Communication Increase awareness of available services, accepted materials, service schedules and service interruptions to aid customer satisfaction Presentation Notes: Surveys collected via phone and electronically. Very satisfied results are a combination of responses that selected 8, 9, 10 on a scale of 1 to 10. The % or % will denote a significant difference to the previous year at a 95% confidence interval. FY20 data based on sample size: n= 922. Sample size may vary by question. Due to rounding, numbers may not always add up to 100%. Q2.14 -Please rate your overall satisfaction with Austin Resource Recovery employees on a scale of 1 to 10; Q2.8 -Please rate your overall satisfaction with the service provided by Austin Resource Recovery using a scale of 1 to 10; Q2.18 -On a scale of 1 to 10, for the money you pay, how would you rate the value of the programs and services you receive from Austin Resource Recovery? 8 Summary of Results FY20 Results Overall Satisfaction Satisfaction w Employees Satisfaction w ARR Value of Services 89% 78% 76% Overall Satisfaction (%) * FY19 Results FY20 Results 82 81 Note: *Annual overall satisfaction is the average of 3 questions. Q2.14 -Please rate your overall satisfaction with Austin Resource Recovery employees on a scale of 1 to 10; Q2.8 -Please rate your overall satisfaction with the service provided by Austin Resource Recovery using a scale of 1 to 10; Q2.18 -On a scale of 1 to 10, for the money you pay, how would you rate the value of the programs and services you receive from Austin Resource Recovery? 9 Customer Satisfaction with the Service Provided by ARR and Employees * FY16 Results FY17 Results FY18 Results FY19 Results FY20 Results 77% 80% 81% 84% 84% Note: *Annual results are an average of 2 questions. Q2.14 -Please rate your overall satisfaction with Austin Resource Recovery employees on a scale of 1 to 10; Q2.8 -Please rate your overall satisfaction with the service provided by Austin Resource Recovery using a scale of 1 to 10. 10 Satisfaction with Employees Satisfaction w/ Employees Satisfaction w/ ARR Value of Services FY20 Results 89% Satisfaction w/ Employee Groups (%) 93 93 92 92 92 91 90 Respondents who did not rate On-Demand Services Out-of-Cycle bulk collection Dead animal collection 89% N/A86% Bulk collection Recycling collection Large brush collection Trash collection Yard waste collection Compost collection Recycle & Reuse Drop-off Center* Note: *Smaller sample size. N/A numbers represent the percentage of respondents from our sample size that did not answer the satisfaction with employee(s) question. Q2.12/Q2.13 -Considering just the employee(s) with whom you interacted or observed performing their job, please rate your level of satisfaction on a scale of 1 to 10. If you have not interacted with an employee performing a service, please select “N/A.” 11 Satisfaction with Employees Satisfaction w/ Employees Satisfaction w/ ARR Value of Services FY20 Results 89% Year Over Year Satisfaction (%) Employee Group 2019 2020 Change Bulk collection Recycling collection Large brush collection Trash Collection Yard waste collection Compost collection Recycle & Reuse Drop-off Center* Dead animal collection* Out-of-Cycle bulk collection* Street sweeping* 92 92 92 89 91 90 93 77 87 79 93 93 92 92 92 91 90 85 82 80 + 1 + 1 0 + 3 + 1 + 1 - 3 + 8 - 5 + 1 Note: *Smaller sample size. Q2.12/Q2.13 -Considering just the employee(s) with whom you interacted or observed performing their job, please rate your level of satisfaction on a scale of 1 to 10. If you have not interacted with an employee performing a service, please select “N/A.” 12 Satisfaction with Employees FY20 Results 89% Satisfaction w/ Employees Satisfaction w/ ARR Value of Services Customer Comments on High Satisfaction with Employees “They have demanding jobs! Recently I was at the curb sweeping up yard waste and the truck came by and the employee actually picked up the pile of waste I hadn't placed in a container! I was really impressed by his thoughtfulness.” “All my interactions with your employees have been super positive.” “I truly appreciate the work they do to keep our city clean and safe!” “All are professional, helpful, and friendly.” “The employees we have encountered have always been polite and friendly.” “They are very courteous and positive.” “Very friendly patient and helpful.” “Your employees are always friendly and helpful I watch a special needs young lady and she is very excited over the trucks and drivers. They blow the truck horn for her and she loves it!!” “The service to my household was never impacted by the pandemic. I appreciate their hard work and support.” Q2.14 -Please rate your overall satisfaction with Austin Resource Recovery employees on a scale of 1 to 10; Q2.16 -Please explain why you gave that response. 13 Satisfaction with ARR Services FY20 Results Satisfaction w/ Employees Satisfaction w/ ARR Value of Services Satisfaction w/Communication Tools (%) * 78% Tool Satisfaction Engagement My Schedule tool (online) Austin Recycles mobile app Mailers ARR’s website Newsletters Cart tags Nextdoor Austin Recycles (ARR) Facebook page Community events Zero Waste Block Leader program 82 78 75 73 66 61 59 58 53 38 39 16 64 46 36 29 32 11 19 11 Note: *FY20 survey added the satisfaction with communication tool(s) question. Engagement numbers represent the percentage of respondents from our sample size that answered the satisfaction with communication tool(s) question. Q2.4 -On a scale of 1 to 10, how satisfied are you with the following communication tools regarding ARR services? If you have not used the tool, please select "N/A." 14 Satisfaction with ARR Services FY20 Results Satisfaction w/ Employees Satisfaction w/ ARR Value of Services Services w/ Low Usage (%) 78% Service Satisfaction Engagement ARR Austin Reblend Dead animal collection Austin Reuse Directory* Home composting classes Curbside clothing and housewares collection* Home composting rebate Out-of-Cycle bulk collection Fix-It-Clinic or online Fix-It-Class* Chicken keeping rebate Chicken keeping classes 73 72 69 61 54 54 52 51 49 42 18 20 13 10 21 12 15 6 5 6 Note: *FY20 survey added Austin Reuse Directory, curbside clothing and housewares collection to the satisfaction with service(s) question and edited Fix-It-Clinic to include online Fix-It-Class. Engagement numbers represent the percentage of respondents from our sample size that answered the satisfaction with service(s) question. Q2.7 -On a scale of 1 to 10, how satisfied are you with the following ARR services? If you have not used the service, please select “N/A.” 15 Satisfaction with ARR Services FY20 Results Satisfaction w/ Employees Satisfaction w/ ARR Value of Services Satisfaction w/ Highly Used Services (%) 78% 87 TRASH 84 84 84 CURBSIDE COMPOSTING + 2 RECYCLING YARD WASTE + 3 - 1 77 71 LARGE BRUSH COLLECTION - 3 BULK COLLECTION - 4 Q2.5 -On a scale of 1 to 10, how satisfied are you with the following ARR services? If you have not used the service, please select “N/A.” 16 Satisfaction with ARR FY20 Results Satisfaction w/ Employees Satisfaction w/ ARR Value of Services 78% Customer Dissatisfaction Comments Top 5 Categories (%) 30 26 22 21 17 “It's so expensive for what we get and it's not clear what the services even are…I wouldn't be so frustrated with these fees if they had a clear explanation of what they even are and if I actually saw the impact. To me, it's like I'm paying for services that don't actually exist.” “Pick up my trash every week, as I pay them to do. Often I am missed or skipped over for either trash or recycling.” Information Containers service & bin issues Cost Bulk service & frequency More recycling “Increase frequency of bulk pick up services to every other month. Make recycling a weekly pick up without increasing the cost. When I lived in Dallas I paid much less than here and had weekly recycling and monthly bulk pick up.” “There are so many fees associated with ARR - it would be helpful if we knew exactly what those fees went towards.” “I know that the collectors (trash pickup, recycle, compost) have to work fast so they get to everyone, but do they have to push the containers so hard that they fall over and crack?” Note: Customer comments may have multiple associated topics. Category percentages are calculated using comment totals. Q2.9 -What could Austin Resource Recovery do to increase your level of satisfaction? Please be specific. “I know it's been difficult with the current COVID restrictions, but there seemed to be a lack of communication regarding some service interruptions or delays. And the bulk trash pickup hasn't happened in a very long time or if it did we missed it due to lack of communication…” “Place my cans Upright and at the curb, not 4 feet from it!” Total Comments: 170 17 Satisfaction with ARR Services Recycling FY20 Results RECYCLING Very Satisfied Somewhat Satisfied 84% 12% 4% Not at all Satisfied Most Discussed Topic 31% More Recycling – requests for weekly service, larger or additional bins Customer Comments “Recycling needs to be more frequent. We never have enough room in the can.” “Would love to have recycling picked up weekly. Our bin is always full by the second week.” “Recycling pick-up should be every week. This is crucial and we are always stressed about not having enough room in the bin.” “I wish recycling pick up was every week and there was clear guidance on what's allowed and what's not.” “I wish Recycling was every week. Every other week discourages those using it. We run out of space and items end up in the trash. Especially with the higher volume of shipping boxes during Covid.” “My only suggested change would be to have recycling pick up every week... by the time two weeks have passed, by recycling bin is overflowing a lot of the time, and I have to divert some of it to trash.” “Everything is great except that we almost always have more recycling that can fit in the provided container. recycling pick up every other week isn't frequent enough.” Note: Customer comments may have multiple associated topics. Topic percentages are calculated using comment totals. Q2.5 -On a scale of 1 to 10, how satisfied are you with the following ARR services? If you have not used the service, please select “N/A”; Q2.9 -What could Austin Resource Recovery do to increase your level of satisfaction? Please be specific; Q2.10 -Please explain why you gave that response. 18 Total Recycling Comments: 225 Satisfaction with ARR Services Recycle & Reuse Drop-Off Center FY 20 Results RECYCLE REUSE DROP-OFF CENTER 7% Very Satisfied 69% Somewhat Satisfied 19% 12% Not at all Satisfied Summary of Comments 65% 23% 19% Access – closure, scheduling, and hours of operation Location – inconvenience, request additional sites Positive and general commentary Customer Comments “Service is always there and the Resource Recovery Center was great!” “The household recycling center is too far south with not enough weekend hours. It'd be nice to have one up north too.” “Open the facility on Business Center Drive. It has been closed for way too long, and is not a covid danger.” “The reuse center is too far away to feasibly use.” “The Austin Recycling Center was a place I went frequently before the shutdown due to the virus. I wish it would reopen for customers again. I can never reach anyone by phone to schedule a pickup.” “I really like the Drop-Off Center (when open) especially the free mulch which is the best mulch available.” “My only suggestion is for you to provide a way to dispose of hazardous chemicals and paint in all parts of town. Even just a temporary pop-up location in various parts of town a few times a year would be helpful.” Total Recycle & Reuse Drop-off Center Comments: 57 Note: Customer comments may have multiple associated topics. Topic percentages are calculated using comment totals. Q2.6 -On a scale of 1 to 10, how satisfied are you with the following ARR services? If you have not used the service, please select “N/A”; Q2.9 -What could Austin Resource Recovery do to increase your level of satisfaction? Please be specific; Q2.10 -Please explain why you gave that response. 19 Satisfaction with ARR Services Street Sweeping FY 20 Results* STREET SWEEPING Very Satisfied Somewhat Satisfied Not at all Satisfied 48% 31% 21% Summary of Comments 46% 28% 24% Frequency General commentary Awareness 20% Cost Customer Comments “Street sweepers are my bike lane heroes (although a few more of them would be awesome)!” “Street cleaning is virtually non-existent and not worth how much EVERYONE is billed.” “Street sweeping is not effect, so therefore the automatic charge for it is not justified.” “It is very clean on the street.” “Street Sweepers - we don't know when they're coming, so people have their cars in the streets and the streets don't get fully swept - is there a schedule or something??” “Street sweeping used to be on a regular schedule but hasn’t been coming regularly since COVID started. The streets are filthy now.” “As far as street sweeping, we pay for some sort of street service in our bill and yet in the past 1.5 years there has never been a sweeper come through that I know of.” Note: *Satisfaction results have been stable for the last 5 years. Customer comments may have multiple associated topics. Topic percentages are calculated using comment totals. Q2.6 -On a scale of 1 to 10, how satisfied are you with the following ARR services? If you have not used the service, please select “N/A”; Q2.9 -What could Austin Resource Recovery do to increase your level of satisfaction? Please be specific; Q2.10 -Please explain why you gave that response. 20 Total Street Sweeping Comments: 46 Satisfaction with ARR Services FY20 Results Satisfaction w/ Employees Satisfaction w/ ARR Value of Services 76% Customer Engagement w/ ARR Services and Goals Customer Comments for Low Service Value Satisfaction 84% Always recycle 35% Dispose hazardous waste at Reuse Center 51% 84% 7% Aware of 2040 Landfill reduction Goal Importance of 2040 Landfill reduction Goal “Bulk collection. I want it back. I also do my own composting, and I do not see why am I billed for compost pick- up without a way to opt out.” “The fees are a bit high when you consider some people don't "pay" yet receive the service.” “I would like to have large brush and bulk pick up discounts on my bill for those services that I have not received in over a year.” “We get a lot, but we pay a lot.” “When I get that bill on the ARR part it seems like they add a bunch of things I’m not familiar with. All those little taxes and fees add up. I don't have a voice on these incidental charges.” “It seems there are more categories and fees being collected for. Every bill has a new charge and I don't know what each charge even represents.” “I gave it 1 for last question about value for the money I pay for your services because i have no idea about 98% of your services hence I haven’t used them.” Q2.1 -People may not recycle all of the time, for different reasons. Do any of these statements describe you regarding recycling in your home? Please select all that apply; Q2.21 -How do you typically dispose of household hazardous waste materials, such as paints, cleaners, oils, batteries, and pesticides; Q2.22 -On a scale of 1 to 10, how knowledgeable are you about the goal to reduce the amount of trash sent to landfill by 90% by 2040; Q2.23 -On a scale of 1 to 10, how important is ARR's goal to reduce the amount of trash sent to landfill by 90% by 2040; Q2.19 -What could Austin Resource Recovery do to increase the value of its services to you? Please be specific. 21 Summary of Results Satisfaction with Employees Satisfaction with Services Customers continue to hold a favorable view of ARR employees. Their service and hard work is appreciated. Satisfaction increased for composting and recycling while decreasing for bulk and brush. Dissatisfaction is attributed to service interruptions, delays, and low service frequency. Value of Services Satisfaction decreased for service value. In open text comments customers attribute cost as a factor in their dissatisfaction. Awareness and Importance of 2040 Goal Communication and Information Effect of the Pandemic Knowledge of the 2040 goal varies by customer population; however, view of the importance of the goal remains consistent across populations. Customers continue to ask for more information of available programs, request service updates, and want more communication from ARR to educate and inform the public. Engagement declined for the disposal of hazardous and difficult to dispose materials, service interruptions impacted satisfaction levels, and service costs were mentioned more frequently by customers. 22 Year over Year Summary FY12 FY13 FY15 FY16* FY17 FY18 FY19 FY20* Satisfaction with Employees Value of Services Satisfaction with ARR service Large brush collection satisfaction Yard waste collection satisfaction Trash collection satisfaction Recycling satisfaction Bulk collection satisfaction Curbside composting satisfaction Recycle & Reuse Drop-off Center Satisfaction Knowledgeable of 2040 landfill reduction goal 78% 73% 82% 82% 83% 87% 85% 82% - - - 14% 44% 75% 70% 82% 77% 76% 86% 83% 72% - - 83% 74% 84% 72% 76% 87% 85% 78% - - 82% 62% 71% 78% 81% 84% 81% 76% - 84% 70% 75% 79% 82% 82% 80% 76% 83% 50% 85% 74% 77% 77% 84% 85% 82% 74% 80% 49% 89% 79% 79% 80% 85% 87% 81% 75% 82% 48% 70% 72% 75% 76% 16% 16% 39% 38% 43% 42% 89% 76% 78% 77% 84% 87% 84% 71% 84% 48% 69% 35% 51% Take Hazardous waste to City facility 36% 40% 53% 54% 56% 54% Street sweeping satisfaction 62% 74% 49% Note: *FY16 methodology transitioned from phone to online/email survey. FY20 incorporated a phone survey to target harder to reach populations. Data based on sample size: FY16 n= 781, FY17 n= 1,112, FY18 n= 800, FY19 n= 1,028, FY20 n= 922 23 Questions regarding survey: Brian Kennedy brian.kennedy@austinenergy.com (512) 322-6053 24 ©2018 Austin Energy. All rights reserved. Austin Energy and the Austin Energy logo and combinations thereof are trademarks of Austin Energy, the electric department of the City of Austin, Texas. Other names are for informational purposes only and may be trademarks of their respective owners.