Survey Overview 

Ken Research conducted a customer satisfaction survey for a company in the waste management & recycling sector. Using a 32-question online instrument, we captured feedback from 120 B2B customers who engage with the firm’s waste management, by-product recycling, and industrial services. 

The assessment benchmarked delivery, customer support, pricing & invoicing, overall experience, and loyalty. Insights are structured to highlight practical improvement areas and strengthen client relationships through targeted, data-backed actions. 

Brand Awareness 

Awareness is high but uneven across customers 

Awareness of the initiative is strong but uneven, roughly 71% of customers recognize it, leaving nearly 29% still unaware. Close this gap with targeted onboarding, account-manager briefings, and periodic refreshers to keep the offer top-of-mind across regions, contract sizes, and operational stakeholder groups. 

Customers view the initiative as a comprehensive, multi-benefit solution 

Understanding is largely holistic, nearly 75% select an “all-of-the-above” purpose, viewing the program as simultaneously improving waste management, advancing environmental outcomes, and leveraging technology. Reinforce this integrated proposition while adding persona-specific examples so single-function users also see direct relevance in daily operations and procurement decision workflows. 

Customer Engagement on Company’s Waste Management Services 

Waste management is customers’ primary, recurring service need 

Most customers primarily rely on waste-management solutions, with roughly 58% using these services. This indicates the offering is seen as a foundational, recurring need rather than a project-based engagement, and should be packaged with predictable SLAs and simple expansion paths. 

Customers prefer combined handling of hazardous and non-hazardous 

Among waste-management users, many opt to manage both hazardous and non-hazardous streams together, nearly 57% do so, suggesting buyers value single-partner convenience, unified compliance reporting, and fewer operational handoffs across sites and shifts. 

By-product services support recovery and resale value 

Where by-product services are adopted, clients often operate in dual roles (end-use and trading). Position offerings to capture both value pools recovery and resale through transparent pricing, take-back guarantees, and standardized quality certifications to ease internal approvals. 

 

Client Satisfaction on Company’s Quality of Product and Services 

Day-to-day service consistency rated strong by clients 

Clients rate day-to-day consistency and service frequency highly, averaging roughly 4.1/5, with nearly 39% in the top box. Keep reinforcing predictable schedules, clear SLAs, and proactive notifications so multi-site operations stay confident in cadence, pickups, and performance across regions and contract models. 

Supply reliability perceived dependable across operations and sites 

Assurance on timely supply looks solid, with sentiment averaging approximately 4.0/5 and about 42% “extremely satisfied.” Double-down on contingency capacity, alternate routing, and disruption alerts so procurement and plant teams experience minimal downtime during peaks, audits, or weather-related constraints. 

Environmental challenges consistently addressed effectively by provider 

Customers perceive strong capability in addressing sector-specific environmental issues. Convert this trust into standardized playbooks, faster issue triage, and demonstrable outcomes—like smoother inspections, better recyclate quality, and fewer exception tickets—to deepen executive sponsorship and justify premium positioning in complex compliance contexts. 

 

Client Satisfaction on Company’s Customer Support 

Support responsiveness is fast, dependable, and consistent across requests 

Clients experience fast, dependable first responses from the support team. The average satisfaction is around 4.1/5, with roughly 50% marking “extremely satisfied” and about 22% selecting the next tier, indicating a strong top-box skew and minimal dissatisfaction across incoming requests and day-to-day service interactions. 

Communication is respectful, clear, and context-aware across channels 

Communication quality is described as consistently respectful and clear. Agents demonstrate good context recall, close the loop on queries, and maintain a helpful tone across channels. These qualities contribute to steady mid-to-high satisfaction, signaling that users feel heard, guided, and professionally managed during troubleshooting and routine coordination. 

Issue resolution times are predictable with minimal escalation friction 

Customers perceive closure speed as reliable rather than variable. Handoffs are limited, and cases typically progress without prolonged idle periods. The overall pattern suggests predictable turnaround, confidence in queue management, and limited escalation friction, supporting a view that resolution timelines align with operational expectations for business-critical activities. 

  

Client Satisfaction regarding Company’s Delivery of Services 

After-sales support is strong with dependable post-service handling 

Post-delivery support performs strongly. Roughly 44% of customers are “extremely satisfied” and around 33% choose the next tier, yielding an average near 4.1/5. This top-box skew suggests dependable case handling, clear ownership after handover, and low friction when scheduling visits or arranging corrective work. 

On-time delivery is predictable with minimal scheduling disruption 

Delivery timeliness is viewed as predictable rather than variable. Customers report consistent slot adherence, minimal rescheduling, and reasonable cycle times from request to drop-off/pick-up. The experience feels organized end-to-end, with logistics coordination and route planning supporting steady service momentum and limited disruption to plant operations or shift calendars. 

Communication is transparent with timely dispatch and closure updates 

Information flow is transparent. Nearly 48% mark “extremely satisfied,” and about 27% select the next tier, with an average roughly 4.1/5. Regular notifications on dispatch, in-transit progress, and closure confirmations reduce uncertainty, enabling customers to plan crews and permits while keeping internal stakeholders aligned on service milestones. 

 

Client Satisfaction Regarding Company’s Pricing and Invoicing 

Pricing is seen fair but not clearly differentiated 

Pricing perception is solid but not distinctive. The average satisfaction sits at around 3.6/5, suggesting customers see fair value yet still compare closely to market alternatives. The neutral middle remains sizable, indicating price narratives and total-cost explanations could be sharpened for multi-site or volume-driven engagements. 

Invoices are clear, accurate, and easy to reconcile 

Invoice accuracy and documentation quality are described as reliable and easy to reconcile. Consistent formats, clear line items, and clean tax treatment reduce back-and-forth and speed approvals. This points to disciplined back-office controls and smooth coordination between service delivery, finance teams, and client approvers. 

Invoicing is timely, supporting smooth approvals and cash-flow planning 

Billing timeliness is a strong suit. Nearly 42% of customers report being extremely satisfied with how quickly invoices are generated after service completion. Prompt turnaround shortens reconciliation cycles, helps clients close books on time, and supports predictable cash-flow planning without creating administrative friction. 

 

Client Satisfaction Regarding Company’s Overall Experience 

Overall experience is smooth with low operational friction 

Customers report a consistently strong day-to-day experience and low operational friction, sign-ups, scheduling, and coordination feel smooth and predictable. Satisfaction clusters at the top end, with nearly 45% reporting “extremely satisfied” for both overall experience and ease of doing business, and average scores hovering around 4.1/5. 

Brand reputation is strong, trusted for complex service needs 

The brand is viewed as reliable and responsible, reflecting steady delivery, compliance confidence, and dependable stakeholder handling. Feedback suggests clients are comfortable recommending the provider for complex service needs, indicating durable trust and relationship stability that extends beyond transactions into longer-term partnership value. 

Net Promoter Score for the Company 

The Net Promoter Score profile points to a healthy brand reputation. Promoters clearly outweigh detractors, signaling strong loyalty, positive word-of-mouth momentum, and a high likelihood of renewal and cross-sell receptivity across waste management and related services. 

At the same time, a meaningful passive segment remains. Converting these neutral customers, through clearer value articulation, consistent delivery experiences, and sharper communication can lift overall advocacy while containing churn risk by addressing the small but vocal detractor cohort. 

Strategic Recommendations 

Ken Research delivered clear, execution-focused recommendations to the waste management client based on our survey. Here are some amongst all stated to the client: 

• Pricing & Terms: Recalibrate quotes, introduce transparent discounting, and link compensation to service outcomes and market norms. 

• Operational Speed: Shorten manifest/certificate turnaround, tighten on-time service SLAs, and simplify site access and safety workflows. 

• Portfolio Growth: Broaden waste streams and sustainable handling options; pilot selective free collection/recycling for eligible by-products.