Residential Waste Hauling Study CUSTOMER SURVEY RESULTS NOVEMBER 24, 2010

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1 Residential Waste Hauling Study CUSTOMER SURVEY RESULTS NOVEMBER 24, 2010

2 Survey Overview Random sample of 2,000 single family addresses selected by City Responses to this random sample are representative of the City as a whole Survey instrument mailed to each household Business Reply envelope for transmitting hand-written responses Option to respond via the web 830 responses received 41.5% response rate (double the expected response rate!) Results exhibit +/- 3% error rate

3 Voluntary Survey Respondents All Arvada residents had the opportunity to respond to the survey on a voluntary basis from September 1 st to October 4th 515 voluntary responses were received Primary drivers of voluntary responses Link from City website open to all Directed to survey by City staff during routine inquiry Some haulers sent letters to their customers encouraging them to respond to the survey These voluntary responses cannot be considered representative of any particular group of City residents

4 Citizens Task Force Survey City has formed a Citizens Task Force to participate in the Residential Hauling Study Membership composed of individuals who have actively contacted the City about hauling and recycling issue in Arvada 10 participants in total Task Force members were asked to take the survey as well

5 Current Services 99.8% receive weekly trash collection 29.8% opt to pay for recycling collection 10.9% receive weekly recycling 18.9% receive every-other-week recycling 2.4% reported receiving other collection services (bulky wastes)

6 Current Set-outs

7 Current Hauler

8 Current Rates Paid for Service

9 Homeowners Associations

10 Opinions About Current Services Rates are reasonable for trash services provided. Rates are reasonable for curbside recycling services provided. Trash & recycling trucks damage streets & cause air pollution. Trash & recycling trucks cause safety & noise problems. Agree Slightly Agree Neutral Slightly Disagree Disagree My hauler is responsive to complaints & requests for changes in service. 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

11 Opinion About Current Waste Generation I generate a lot of yard waste (leaves, grass, brush, pruning s) that I throw into the trash. I generate a lot of food waste and contaminated paper that I throw in the trash. Agree Slightly Agree Neutral Slightly Disagree Disagree 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

12 Opinions About Service/Cost Balance It is important to obtain the lowest fee for curbside trash and recycling service. I would recycle more if it helped me save on my trash collection. I would separate yard and food wastes to save money on my trash collection. I support bundling trash and recycling fees together as one charge. Agree Slightly Agree Neutral Slightly Disagree Disagree 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

13 Opinions About Service/Cost (continued) I support mandatory separation and collection for yard and food waste. Agree Slightly Agree Neutral Slightly Disagree Disagree I would recycle more if I could just put all my recyclables in one container. I support recyclables collection EOW if containers hold all recyclables & I save money. My street would look better if the trash cans were only on the curb once a week. 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

14 Opinions About Regulation of Haulers The City should require haulers to provide a minimum standard of service to residents. It s okay if some haulers can t work in Arvada because they cannot provide a minimum standard of service. The City should make haulers compete, even if this keeps some from being able to work in Arvada. The City should not be involved at all in trash and recycling collection. Agree Slightly Agree Neutral Slightly Disagree Disagree 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

15 Conclusions General satisfaction with current services and costs Not as clearly satisfied about current recycling fees Customers appear satisfied with their current haulers Divided on the importance of trash and recycling truck emissions, noise, pavement and safety impacts Broad support for changes to the system that Save money on current services Increase recycling service for same or lower cost Agreement that it is reasonable for the City to Set minimum standards for collection services Create competition to obtain lower rates for services provided

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