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Salford: Service Change Support

Phase 1

May 2016 to November 2016

Areas targeted

12,500 households in:

Boothstown, Cadishead, Irlam, Little Hulton, Pendlebury, Swinton, Walkden and Worsley.

Campaign summary

The campaign aimed to support the introduction of Salford City council’s new 3 weekly general waste collection service by providing information to residents about their recycling bins.

The campaign also aimed to gain insights into residents’ satisfaction of the waste and recycling collection service that they receive from the council.

Campaign activities

  • All households were door knocked. The survey aimed to inform residents about what they can recycle at home and help address any recycling barriers. Residents were also given the chance to order new recycling containers
  • A ‘customer service satisfaction’ leaflet was delivered to all households. The leaflet made the residents aware of the councils’ customer satisfaction survey and how to take part. They were given the opportunity to enter a free prize draw to win £150 worth of shopping vouchers
  • Community events were held across the targeted area
  • Visits to our education centres were offered to local schools and community groups

 Campaign results

  • 4,948 residents were spoken to at the door
  • The general overall satisfaction rate was 92% satisfied at the doorstep and 66% online
  • 3,448 bin requests were taken
  • Residents collected nearly 400 liners from several sites where free caddy liners were available over a three month period
  • 4,965 Salford City council service change were leaflets delivered
  • 3 community festivals attended and 2 information stalls delivered, engaging with a total of 160 residents
  • 163 residents completed the online survey

 


Phase 2

April 2017 to March 2017

Areas targeted

12,500 households in:

Eccles, Barton, Winton, Claremont, Weaste and Seedley.

Campaign summary

The campaign aimed to support the introduction of Salford City council’s new 3 weekly general waste collection service by providing information to residents about their recycling bins.

The campaign also aimed to gain insights into residents’ satisfaction of the waste and recycling collection service that they receive from the council

Campaign activities

See Phase 1 above

Campaign results

  • 5,614 residents spoken to at the door
  • The general overall satisfaction rate with the customer service was 72% satisfied
  • 2,450 bin requests were taken
  • 139 residents completed the online survey

Further reading

Salford: Service Change Support Phase 1 and 2 Report

Recycle for Greater Manchester