In late 2024, WTS sent out our annual customer survey request. The responses from this survey help WTS strive toward continual improvement and receive feedback from our clients. The survey identifies opportunities for improvement for WTS, and also helps demonstrate customer priorities regarding sustainability goals, recycle/reuse initiatives, Scope 3 emissions initiatives, etc.
This year WTS sent out over 300 surveys and received 85 responses, with a 25% response rate. This is in line with the average response rate for customer satisfaction surveys which is typically in the 20-30% range. Based on survey responses, WTS has conducted some additional customer trainings on our LMwts system – which is our internal system for regulatory reporting, profile information, tracking and logistics. The trainings are done with the intention of raising awareness of the program and demonstrate the reporting capabilities of the program. In addition, if areas of opportunity are identified on a per customer basis, WTS uses our Corrective Action system to follow up with clients directly to resolve any issues and better assist the clients with the identified issues.
A primary objective for WTS to send out the survey is to help identify company goals and initiatives for environmental and regulatory objectives. The survey showed that 40 out of 86 respondents have company goals around ESG objectives. The primary environmental objectives focus on reducing waste to landfill, increasing the recycling/reuse/repurpose of materials, and waste minimization. Other priorities for customers are around environmental auditing and reporting and general regulatory assistance to remain in compliance.
As always, WTS greatly appreciates the participation in our customer survey. The insight and feedback from clients is essential to ensure we’re meeting the needs and expectations of all of our clients. The feedback provided not only helps WTS serve the specific client better, but we can also use the information to evolve our service offerings to other WTS customers as well.
