Results of our 2025 Recycling Centre customer satisfaction survey
Our annual recycling centre satisfaction survey ran from 20 August to 17 September 2025. We received a record 3,817 responses - up from 2,210 in 2024. We would like to thank all residents who took the time to share their views and help shape the future of the service.
Several changes were introduced to the recycling centres during 2024/25. These included:
- The closure of full-time recycling centres on Wednesdays
- The rollout of a booking system across all sites
- Updates to trade waste charging to better reflect disposal costs
Despite these significant adjustments, the overall satisfaction rate remains strong at 76.1%, with the majority of respondents continuing to express positive views about the service.
Staff helpfulness remains a standout strength, maintaining an 81% satisfaction rate for the third consecutive year. This consistency shows most respondents to the survey appreciated the level of assistance offered by the staff
Questions on the new booking system found that 87% of people had secured appointments that met their needs. 67% rated the system as easy or very easy to use.
The introduction of additional household hazardous waste events in Spring was well received, with 81% of respondents expressing satisfaction with the service. We remain committed to reviewing this service to ensure it remains both effective and financially sustainable.
Reuse Shops continue to be popular with 41.5 % of respondents visiting which is up by 4.4% on last year. Customers appreciate the environmental and charitable benefits of the reuse shops. In April 2025 the charity partner for the Reuse Shops changed from Big C Cancer Charity to Nelson's Journey. Over £82,000 was donated to Big C Cancer Charity from the Reuse Shops income during the three-year charity partnership.
Overall, the survey results confirm that Norfolk's recycling centre service continues to meet the needs of most residents. The feedback collected will inform future improvements, ensuring the service remains responsive, accessible, and aligned with customer expectations.
