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WASTE MANAGEMENT OF MINNESOTA HASTINGS, MINNESOTA RESIDENTIAL CUSTOMER SATISFACTION STUDY EXECUTIVE SUMMARY The residents of Hastings, MN, are extremely satisfied with the waste removal and recycling services provided by Waste Management of Hastings. The company received high overall satisfaction ratings (83%) for its waste removal operations. High satisfaction levels were also expressed when respondents evaluated Waste Management concerning several specific service areas. The attribute which customers rated most favorably was the cooperation level of the company's drivers (92%). Another service area which received high satisfaction scores from residents was the consistency of the pickup time each week (90%). These two findings may help to explain the high level of overall satisfaction with the company. Customers' impressions of how cooperative and consistent the drivers are greatly impacts their overall satisfaction with Waste Management. Another area in which Waste Management has performed well is its method of handling of customer complaints. This process also plays a great role in determining customers' overall satisfaction with the company. Only eleven respondents had ever contacted someone at Waste Management about a complaint. Out of this group, only two customers were dissatisfied with the problem resolution provided by the company. The yard-waste drop off service is another benefit which Waste Management provides for its Hastings customers. The majority of residents (62%) indicate that this service is important to them as well. Due to the high level of satisfaction with the services they have received from Waste Management, the majority of respondents (81%) claim that they would like to see the company continue as the waste removal and recycling provider for Hastings. An even greater number of respondents (95%) feel that they receive at least a fair value for their money.