Waste Italia generates and provides Control Bodies with environmental reports and periodical communications about the trend of the service provided. As regards the interaction between customers and company, we consider essential to give customers specific information or receive stakeholders and Control Bodies suggestions and complaints about the service provided. All customers suggestions and complaints about the service provided, either verbally or in writing, are collected and registered by the staff.
Complaint is considered closed and resolved only when the matter has been investigated and after assessing the effectiveness of the service provided. Operational Units are responsible for periodically informing the Quality Manger about any complaints received to analyse them and develop a statistic. Waste Italia decided to analyse its level of customer satisfaction for the service provided by applying the customer loyalty index which is annually calculated (ex. 2014 vs. 2015) measured by the number of customers lost and the reasons thereof. Customers lost for bankruptcy or cessation of activity shall not be considered. Waste Italia is a diversified group which manages a complex network of customers.
The company offers many initiatives to further develop employees’ involvement by promoting projects and programmes to enhance both the quality of life at work and family lives thanks to a Welfare system always attentive to actual requirements.
Staff management policies are available to all collaborators through Company communication tools such as e-mails, biannual newsletters, a Virtual Help Desk to enable the communication with the service centres, posting info on the notice boards of the company and at our facilities, and the circulation of paper documents. All documents are also available on the company's intranet (PODIO).
Main initiatives of dialogue and consultation
- Waste Way Project: consultancy and training + dedicated freephone number; Periodic dialogue to assess customer satisfaction (customer satisfaction surveys, recall, etc.);
- Dedicated call centre;
- Freephone number.