Annual customer satisfaction survey

Annual recycling and waste survey 2025

Every year, with our waste partners, we run a residents recycling and waste customer satisfaction survey.

The council is responsible for the collection, treatment, recycling and disposal of household recyclables and waste on the Island. This is delivered through a contract with our waste provider.

We know you are up to the challenge of reducing your waste and we would like to thank you for your efforts so far.

Once the survey finishes each year, we use the results to review and look at possible improvements to the existing services. Thank you for taking the time to complete the latest survey.

This year’s results 

Annual recycling and waste survey 20243/20254

Over 450 people took part in the 2024/2025 survey.

Some of the things you are telling us

  • the garden waste service satisfaction rates rose by 15.82 per cent on last year’s rate of 74.5 per cent to 90.32 per cent
  • non-recyclable waste collection satisfaction was up from 80.7per cent in 2023 to 83.26 per cent this year
  • food collection satisfaction levels rose by 0.77 per cent to 79.76 per cent in this year’s survey
  • over 85 per cent of residents are happy with the Island's household waste recycling centres (HWRCs)

Satisfaction levels with the recycling service remained at a high level of 82.5 per cent, a very slight decrease on last year’s rate of 82.9 per cent.

Annual recycling and waste survey 2023/2024

Annual survey comparison results
2023 (%)
2024 (%)

Non-recyclable waste collection service
Very satisfied or satisfied
Very dissatisfied or dissatisfied

80.7
7.81
83.26
 5.65

Recyclable collection service
Very satisfied or satisfied
Very dissatisfied or dissatisfied

82.9
6.08
82.53
 7.21

Food collection service
Very satisfied or satisfied
Very dissatisfied or dissatisfied

78.99
 4.68
79.76
 6.10

Collection crew
Very satisfied or satisfied
Very dissatisfied or dissatisfied

82.5
6.05
80.43
7.83

Information booklet
Very informative or quite informative
Not informative

89.11
2.34
89.29
2.14

Garden Waste Service
Very satisfied or satisfied
Very dissatisfied or dissatisfied

74.5
6.18
90.32
3.87

Assisted Waste Collections
Very satisfied or satisfied
Very dissatisfied or dissatisfied

37.5
13.8
37.29
11.86

Collection Plus
Very satisfied or satisfied
Very dissatisfied or dissatisfied

42.1
18.4
50
15

Free reuse
Very satisfied or satisfied
Very dissatisfied or dissatisfied

44.51
7.31
53.16
11.39

Bulky waste
Very satisfied or satisfied
Very dissatisfied or dissatisfied

73.91
7.6
72.97
13.70

Business waste
Very satisfied or satisfied
Very dissatisfied or dissatisfied

9.52
23.8
23.08 
15.38

Lynnbottom/ Afton Marsh Household Recycling Centres
Very satisfied or satisfied
Very dissatisfied or dissatisfied

82.17
6.19

85.45
4.42

Customer service at recycling centre
Very satisfied or satisfied
Very dissatisfied or dissatisfied

80.67
6.56
83.12
7.01

Booking system at recycling centres
Very satisfied or satisfied
Very dissatisfied or dissatisfied

75.46
13.28
75.39
12.44

Commercial users at Lynnbottom CWRC
Very satisfied or satisfied
Very dissatisfied or dissatisfied

72.95
9.43
80.81
5.05

You said, we listened

2023/ 2024 survey

You said: You told us you would like a way to recycle vapes.

We did: In 2024, working with our waste partner, we added dedicated vape disposal bins at the household recycling centres


2021/2022 survey

You said: The survey showed that 69.7 per cent of respondents had not used the kerbside textile recycling service.

We did: In August/September 2022 we ran our kerbside textile recycling campaign to flag awareness 

You said: 74.5 per cent of respondents said they would use a kerbside battery collection service if it was introduced.

We did: We introduced a kerbside battery collection service in May 2022 which collected almost 2 ½ tonnes by the end of August 2022.