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No Cherry-Picking Allowed: Our Customer Survey Feedback Laid Bare

Category:
Author: Marketing
Date: August 14, 2015

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Since first writing about the results of our customer survey campaign back in late 2016, our data set has grown from 50 to 165 responses. After this more-than-tripling in number, we can no longer make the claim that we have received only positive ratings...but what would be the point of getting feedback if we failed to find areas in need of improvement?

Happily, we can report that on a 5-point scale from Poor, to Fair, to Good, to Great, to Truly Exceptional, less than 5% of our ratings on our overall level of service were below Good, and only two responses were Poor.

At ACTenviro, our core value of Customer Commitment drives many of our decisions. In each case of unsatisfactory feedback, we take immediate action. Account managers begin by reaching out to the survey respondent and gleaning more specifics than can be captured even in an open-ended survey response text box.

Then, our operations department, including both the branch manager and Vice President, is brought to the table. The situation is triaged. Questions such as these are posed: was this is one-off incident, or is it evidence of an ongoing issue? what is the best way we can not only fix this problem but exceed our customers’ expectations by heading any potential future problems off the pass, as it were?

Ultimately, we bring the fixes we come up with back to our clients and solicit any additional input they may have in light of our new ideas. The result, in the end, is a partnership approach that has led to even stronger customer retention than we had before we started surveying in earnest. We are proud to know that over 75% of our customers rate both their most recent service and the overall level of service we provide as great or truly exceptional. Not surprisingly, 78% are very likely to recommend us, and another 14% are somewhat likely to do so. In the interest of transparency, we have provided pie charts of our last 130 responses (since we switched survey platforms in September of 2016). For good measure, there is a fun word cloud of our open-ended text response box.

If you are in need of environmental services, or know anyone who is, we invite you to experience the level of customer commitment that these results illustrate. Who knows – maybe you will one day find yourself on the receiving end of one of these surveys. If you do, please fill it out. Help us help you, as the saying goes!

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ALL BRANCH LOCATIONS

*ACTenviro has National service and consulting capabilities across the US

California
San Jose (Corporate Offices and Working
Facility)
967 Mabury Road
San Jose, CA 95133
Phone: (408) 548-5050
24.7 ER: (866) 348-2800
Fax: (408) 548-5052
Dixon
6940 Tremont Road
Dixon, CA 95620
Phone: (800) 559-3274
Los angeles
12235 Los Nietos Road
Santa Fe Springs, CA 90670
Phone: (714) 545-2191
SUNNYVALE
1210 Elko Drive
Sunnyvale, CA 94089
Phone: (408) 548-5050
Fax: (408) 548-5052
san diego
2010 W Mission Road
Escondido, CA 92029
Phone: (858) 925-2500
sacramento
4 Wayne Court, Building 9
Sacramento, CA 95829
Phone: (916) 299-4228
inland empire
600 Iowa Street
Redlands, CA 92373
Phone: (909) 406-4400
merced
265 Riggs Avenue
Merced, CA 95341
Phone: (209) 722-4228
Fax: (209) 722-8228
Oregon
portland
13600 SE Ambler Road
Clackamas, OR 97015
Phone: (971) 279-6780
New Mexico
ALBUQUERQUE
208 Murray Road SE
Albuquerque, NM 87105
Phone: (505) 445-9400
Fax: (505) 445-9401
ACTreatment (TSDF)
6137 Edith Boulevard NE
Albuquerque, NM 87107
Phone: (505) 349-5220
Fax: (505) 344-7986
El Paso
511 Highway 213
Chaparral, NM 88081
Phone: (575) 824-0164
ARIZONA
Phoenix
6212 S 75th Avenue #4
Laveen Village, AZ 85339
Phone: (602) 842-9160
Tucson
5568 N Camino De La Tierra
Tucson, AZ 85705
Phone: (520) 471-4672
Texas
dallas
4730 Bronze Way
Dallas, Texas 75236
Phone: (469) 518-6400
Fax: (469) 518-6402
HOUSTON
1700 North E Street
La Porte, TX 77571
Phone: (713) 568-2500
Fax: (713) 568-2501
Colorado
denver
4295 Kearney Street
Denver, CO 80216
Phone: (720) 386-2900
Pennsylvania
Fort Washington
500 Office Center Drive
Suite 400
Fort Washington, PA 19034
Phone: (626) 224-1666
Washington
spokane
1809 E. Houston Ave
Spokane, WA 99217
Phone: (509) 503-1300
Fax: (509) 503-1301
seattle
2923 S J Street
Tacoma, WA 98409
Phone: (253) 357-5200
Fax: (253) 357-5201
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