Region 8

Libby Asbestos Customer Satisfaction Survey Results

Summary results of the Customer Satisfaction Survey conducted at the Libby Asbestos Superfund Site, in Lincoln County, Montana, from August through October 2013.

We received a total of 28 completed surveys, and the majority of those who responded rated customer service types of activities as good or very good. For example, 85 percent of participants gave EPA a good or very good rating for treating citizens courteously and 67 percent of participants rated EPA as good or very good when it comes to listening. The feedback indicated EPA could do a better job when it comes to responding to concerns (53 percent of surveys rated EPA as good or very good) and using citizen input (50 percent of surveys offered good or very good ratings). Survey results indicate that community members learn most about EPA’s work through newspaper articles, direct conversations with EPA staff and EPA mailings. The results also indicate a preference for receiving information via mailings as well as email, shorter meetings and direct communication with EPA representatives.

When it comes to obtaining information about the site, survey respondents indicated the highest level of interest in site cleanup decisions and how the site might affect human health. When it comes to concerns, however, the majority of respondents rated jobs and business in the community as topics for which they have the most concern.

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