J&B News & Updates

03.11.25

Each year, J&B Recycling carries out a customer survey to better understand how our services are performing and where we can make further improvements. We’re pleased to share that our 2025 results show continued high levels of satisfaction across all key areas - and we’d like to thank everyone who took the time to share their feedback.

Customers were asked to rate their experience across several aspects of our service, including communication, responsiveness, clarity of recycling guidance, and environmental support. The results were extremely positive, demonstrating our commitment to delivering reliable, transparent, and environmentally responsible waste management solutions.

When asked how confident they were that their materials are being recycled or processed responsibly, customers gave us a positive average rating of 4.29 out of 5, showing strong trust in our processes and the transparency of our operations.

Respondents rated our customer service team highly, with an average score of 4.65 out of 5 for knowledge and helpfulness, and 4.54 out of 5 for responsiveness. Clear communication continues to be a strength, with our invoicing and account management receiving 4.48 out of 5, while customers found it easy to reach the right person when needed, also at 4.48 out of 5.

Clarity around recycling guidance scored 4.3 out of 5, reflecting our efforts to provide straightforward information to help customers recycle more effectively. Meanwhile, confidence in how J&B supports environmental responsibility was another strong area, with an average rating of 4.35 out of 5 - demonstrating that our customers value our role in helping them meet their sustainability goals.

While the overall feedback was very positive, the survey also provided valuable insight into where we can do even better. Some respondents mentioned a desire for more detailed information about what happens to their waste after collection. In response, we plan to enhance our customer communications and digital content to offer greater visibility into our recycling processes and the journey of materials through our facilities.

Ingrid Brough-Williams, Sales and Marketing Manager at J&B Recycling, said: “We’re delighted with the fantastic feedback from our 2025 customer survey, and we’d like to thank everyone who took the time to complete it. Hearing directly from our customers is incredibly important to us - it helps us understand what we’re doing well and where we can make meaningful improvements. We’re committed to taking all comments on board and ensuring we continue to provide a high-quality, environmentally responsible service that meets our customers’ needs.”

The annual survey also supports J&B’s ongoing commitment to collaboration with local authorities and commercial clients. By regularly gathering customer feedback, we can identify trends, improve communication, and ensure our services evolve in line with legislative changes - such as the government’s new Simpler Recycling reforms.

J&B Recycling processes household recycling for several local authorities and provides tailored commercial waste management solutions for businesses across the North East. Customer insight plays a key role in helping us strengthen these partnerships, ensuring we continue to deliver reliable collections, exceptional customer care, and innovative recycling solutions.

Congratulations to Mark, the winner of our Customer Service Survey! Mitchells Newsagents has been a loyal customer since 2011, and we truly appreciate Mark’s continued support. Here’s to many more years of working together. Mark takes home a £100 Amazon voucher as our way of saying thank you.

We’d like to remind customers that feedback doesn’t have to wait for our annual survey - you can share your thoughts at any time using the contact page on our website. We welcome both positive and constructive feedback, as it helps us to keep improving our service year after year.