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FOCUS-MONEY magazine recently joined forces with the consultancy firm, ServiceValue, to hold a major customer survey to rate the fairness of waste management companies for the very first time. They took a close look at 16 private sector and seven public sector firms. REMONDIS was among the highest-rated companies.
Fairness is something that is very much subjective. To be able to measure this, a number of attributes were drawn up to enable the companies’ services to be rated which ServiceValue then integrated into a representative online study. In total, 1,615 customers were asked about 14 different aspects of the waste management services they had received. An evaluation of these so-called fairness attributes then enabled the subjective term, ‘fairness’, to be measured. Each person taking part in the study was allowed to rate up to two companies that they had worked with over the previous twelve months. A total of 1,791 customer assessments were evaluated. The experts had set out five fairness categories and divided up the 14 attributes among them. The companies that received above-average results were rated “good”.
REMONDIS was awarded the “good” rating in four of the five categories. REMONDIS’ joint venture in Frankfurt, FES, was also listed in the above-average groups for each individual category. The customers only had good things to say about both companies when they rated their services for collecting and processing recyclables and hazardous waste. According to the customers, both are also very good at providing information about how to prevent waste. Those taking part also praised the services and infrastructure of the household recycling centres run by the companies. FES’ customer service did especially well. The participants particularly appreciated the fact that the company responded so quickly to their emails. Practically all of the waste management companies offer a mobile collection service for hazardous waste. REMONDIS received a great deal of praise in the special category, “Fairest hazardous waste collection service”. Their mobile service collects a variety of waste products including old batteries, oil, bulbs and chemicals, and is very popular – especially among people who are themselves not so mobile.