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Contractor reports strong satisfaction in Monterey Park but flags recycling confusion
Summary
Word Disposal told the council a customer survey (109 responses) shows high satisfaction with collection operations but residents want clearer recycling/compost guidance and more multilingual outreach; the contractor outlined an education-and-communication action plan.
Word Disposal presented results of a customer satisfaction survey and outlined short- and long-term actions to improve outreach and recycling education. Martin, a contract manager with Word Disposal, said the company received "a total of a 109 responses" to a survey available in English, Chinese and Spanish and reported that "88% reported that their collection service happens most or all of the time" and that more than 80% were satisfied with billing and administrative support. The company also said 68% rated interactions with drivers positively and 91% were aware of the bulky-item pickup program.
Council members pressed the contractor on operational details and contamination rates. Martin said drivers are instructed to retrieve carts when parked vehicles block curb access and that the company will expand labeling and targeted audits after a contamination study. Public Works Director Sean Eichler told the council the city will continue to partner on outreach and suggested using community events to promote recycling and organics separation. The contractor said it intends to run the survey annually and expand digital communications and billing inserts to reach more residents.
