Page 138 - Solid Waste Analysis and Minimization a Systems Approach

116 METRICS AND PERFORMANCE MEASUREMENT FOR SOLID WASTE MANAGEMENT

■ If you have a customer phone number list, and their permission, consider calling
them after their visit and ask how satisfied they are.
■ Mail customers a questionnaire.
■ E-mail them a customer satisfaction survey.
■ E-mail customers an invitation to take a customer satisfaction survey.
■ Partner with a market research firm to gather and collect data.

Following are some commonly asked questions related to business and environmental
performance perception:

■ How satisfied are you with the purchase you made (of a product or service)?
■ How satisfied are you with the service you received?
■ How satisfied are you with the company overall?
■ How do you rate the environmental image of the company?
■ And ask the customer loyalty questions, such as
■ How likely are you to buy from us again?
■ How likely are you to recommend our product/service to others?
■ How likely are you to recommend our company to others?
■ Also ask what the customer liked and didn’t like about the product, your service,
and your company.

Often an essential component of organizational training and development, employee
attitude surveys provide a picture of an organization’s needs. These surveys can be used
to solicit employee opinions on a variety of issues such as the company’s success in
communicating its mission to employees, or local issues such as quality of the working
environment. These surveys often contain a series of multiple-choice items grouped
along one or more dimensions of the organization. The types of items included in these
surveys may concern areas such as

■ Creativity
■ Innovation
■ Satisfaction
■ Senior management
■ Interpersonal relations
■ Functional expertise
■ Compensation
■ Ability to listening
■ Customer service
■ Communication
■ Obtaining results
■ Analytical thinking
■ Mentoring
■ Strategic leadership
■ Teamwork
■ Adaptability