In 2022, we set a target of 85% positive responses for all survey questions. With that in mind, our environmental programs analyzed their results and identified three or more focus areas for questions that scored below that 85% target. As part of our commitment to accountability, each program will identify reasons behind the low scores, and implement process improvements to their application, permit, and compliance services.
Since 2021, we conduct the survey every six months. The survey was previously conducted every two years, but we changed to a six-month cycle in order to:
- Increase response rates
- Make it easier for respondents to recall the details from their interaction with us
- Minimize any missed opportunities for feedback when our main point of contact had left the regulated business.
To ensure the process is unbiased and the results are statistically valid, Ecology contracts with a third-party surveyor. They conduct the survey and provide us with the final tabulated results to maintain the confidentiality of our customers and their responses.