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HomeMy Public PortalAbout04) 5C_Update of Trash Recycling TransitionAthensServices.com Temple City Transition September 2, 2021 AthensServices.com Executive Summary •Before Transition = ~1,300 calls •June = 4,088 •July =5,532 •August = 4,008 •Cart roll out = 303 missing barrels, wrong size delivered etc. from 6/21 –7/9 •28,000 carts delivered. AthensServices.com Container Inform Form AthensServices.com Temple City Automation Transition Email Blast Campaign –V1 Date Sent Open Rate Click Rate April 4 3166 65%44% May 4 3479 56%35% March 25 3479 25%100% AthensServices.com Digital Marketing Temple City: New Waste & Recycling Program Campaign V2 –Results: Budget: $250 Reach: 23,569 Impressions: 25,147 Link clicks: 494 Unique link clicks: 444 Clicks (engagement): 2,056 CPC: $0.12 Temple City: New Waste & Recycling Program Campaign V1 –Results: Budget: $150 Reach: 20,680 Impressions: 25,951 Link clicks: 372 Unique link clicks: 337 Clicks (engagement): 1,896 CPC: $0.08 AthensServices.com Post Card Mailer AthensServices.comAthensServices.com Media Availability & In-Person Outreach AthensServices.comAthensServices.com CSAT (Customer Satisfaction) Metrics NPS: Net Promoter Score CSAT (Customer Satisfaction) Metrics Responsiveness to Request: Customers satisfaction with a recent service requests. Organizational Satisfaction: Overall satisfaction with organization and yard 1st Call Resolution: Customer's issue was resolved after 1 call, no follow up required Helpfulness: Customer Service helpfulness with call center experience NPS: Net Promoter Score NPS measures the loyalty of customers to a company *Scale of -100 to 100 AthensServices.comAthensServices.com Organization Results –July 2021 Survey Types Total Surveys Detractor Passive Promoter NPS Prior Variance Randomly Selected 1241 235 218 788 45 7 Support Surveys 1556 227 184 1145 59 -6 Grand Total 2797 462 402 1933 53 3 AthensServices.comAthensServices.com Verbatims Annoyed fees went up while service went down. Athens had over a year to prepare the city for their new plan and failed. The lack of communication and information was compl etely preventable. Better communication with non speaking English people Change back Don't like the new service. Once a week service doesn't seem adequate to replace service twice a week. Trying to sort what i s recyclable and what isn't will now require another trash bin in my house. Having to call for a special pick up is also annoying. everything is fine. No comment at this time. flexible to order separate trash bin in different sizes. Get my answer right away. Good job Good job! I love the idea of having three large bins. Great communication and service Great service Great service Helpful services AthensServices.comAthensServices.com I am glad the transition to the new system seems to be moving forward. I CALLED 4 TIMES IN THE LAST 2 DAYS AND WAS ON HOLD. NEVER TALKED TO ANYONE. WANT TO BAY MY BILL. THYED ONLINE BUT TO GET AN ACCESS CODE YOU HAVE TO SPEAK TO SOMEONE !!!!!!!!!!!!!!!!!!!!!!!! I called several times and took too long to answer the call and let me waiting for a long time and no response to me while I had to hang up it. I had to use your online chat several, they were responses but did not fix the problems as they could do. Your company should imp rove your services ASAP. I called three times for a same question and I had three different answers. Now I have to call again in August to get my billing problem to get straight I think we should have two black trash cans. I wished that we’re able to vote on which pickup day to have the trash pickup before it was changed to once a week. Now the g reen trash have to sit around for 5 days to be pickup. I’ve called many times to resolve issues and the only time I ever felt like I was truly helped was when I spoke to Marsela Martinez (she went above and beyond to make sure my bin issues were resolved correctly). This last time I called was im regards to a bulky item pick up and the male representative was harsh and really not that helpful. I plan to use the websites interactive features next time for bulky item pick ups so I don’t have the problem of speaking to a rep. It should pick up twice a week and pick up black trash bin earlier. lazy people or bad policy. our service changed from twice per week to once per week, worse service. I had two cans of green leaves, they just took one. I just myself, many times I do not even have anything need your service, only one time I had something one more ca n, did not take it. I put in green trash can and blue trash can. they only took the green leaves in blue trash can, left the green leaves in green trash can. terrible. am I should make lots of trash to fill all three cans each time???? only one time, they can take the green leaves in blue ca, cou ld not take the green leaves in green trash can????????? AthensServices.comAthensServices.com Reminder Schedule bulky pickups Holiday Schedule Keep carts 2 feet apart