Do you use customer satisfaction surveys?
Quick answer: Yes. We run a comprehensive customer satisfaction survey at the end of every winter season. Feedback directly informs training programs, technology investments, and service improvements for the next year. Many of our best changes started as client suggestions.
What the survey covers
Service reliability across the season
Communication (pre-storm, in-storm, post-storm)
Billing clarity and accuracy
Specific incidents or service gaps
Open suggestions for new services or improvements
How feedback gets used
Crew coaching: patterns across responses feed into training programs for the following pre-season.
Technology investments: survey signals on communication, documentation, or portal usability drive platform changes.
Service design: multiple new offerings over the years (bin refill programs, service verification formats, portal features) started as survey suggestions.
An 85% renewal rate is our most direct signal that the feedback loop works — but the survey makes it structured, not anecdotal.