1. 2006 Customer Service and Awareness Survey

2. Survey Objectives Gain citizen opinion on CVWMA recycling services and programs, including – Recycling Hotline staff – Curbside recycling collection staff – Website Gain information about citizen recycling behavior

3. Survey Responses by Locality LocalityNumberLocalityNumber Chesterfield County179City of Hopewell5 Henrico County156Goochland County6 City of Richmond61City of Colonial Heights14 Hanover County16New Kent County7 Prince George County5Charles City County1 City of Petersburg8Town of Ashland4 Powhatan County1Other4

4. Q: Are you familiar with CVWMA?

5. Q: What is CVWMA? Note: CVWMA is a government agency.

6. Q: Are you aware of the Recycling Hotline? Note: The Recycling Hotline, 340-0900, is available 7:30 am to 5:00 pm, Monday through Friday and 8:00 to 10:00 am, Saturday. Voice mail is available 24 hours each day.

7. Q: Why did you call the Hotline?

8. Q: Are the Hotline representatives knowledgeable and courteous?

9. Q: Do you participate in curbside recycling?

10. Q: How often do you recycle these materials ? Plastic bottles Steel cans Aluminum cans Office paper, junk mail Cardboard Newspaper Catalogs, magazines

11. Q: How often do you recycle these materials ? Textiles Metals Electronics Tires Batteries Cell phones Propane tanks Automobile fluids Yard waste HHW Note: These items can be recycled at municipal solid waste collection centers, automotive centers, non- profit organizations, etc. Availability varies by locality. Call the Recycling Hotline for assistance.

12. Q: Is cvwma.com easy to navigate?

13. Q: Is cvwma.com relevant and interesting?

14. Comments 199 comments

15. Conclusions Increased education – CVWMA’s status as a government agency – Recycling Hotline and cvwma.com – Non-curbside/drop-off materials Reduction of complaints and dissatisfaction – Increased training of customer service representatives – Monitoring of contractors

16. For more information about this survey, please contact Kelley Hope, Director of Public Affairs, at 359-8413 or khope@cvwma.com.