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.
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Container Inform Form
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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%
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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
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Post Card Mailer
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Media Availability & In-Person Outreach
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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
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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
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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
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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?????????
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Reminder
Schedule bulky pickups
Holiday Schedule
Keep carts 2 feet apart