Regulated Customer Survey results

The survey results are used at every level of the organization to inform strategic decisions and identify where improvements can be made.

In 2022, Ecology's environmental programs identified three or more areas of critical feedback from their regulated customers. The programs are using a continuous improvement framework to focus their efforts and resources on identifying root causes behind the critical feedback, implementing targeted solutions, and improving their associated processes.

Since 2021, Ecology has conducted the Regulated Customer Survey every six months. Previous iterations of the survey were conducted every two years, but we changed to a six-month cycle in order to improve the quality and use of the survey results by:

• Reaching out when the details of the regulated customer's interaction with Ecology are still fresh.
• Reducing missed opportunities for feedback when the interaction's main point of contact had either quit or retired.
• Increasing our ability to adjust and improve processes without waiting long periods of time for feedback.

Yes, Ecology contracts with WSU's Social and Economic Services Research Center (SESRC) to administer the survey. This is to ensure the surveying process is unbiased and the results are statistically valid. WSU's SESRC provides us with the survey results and remove any identifying information to maintain the confidentiality of responses from our regulated customers.