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a j- <br />5. End -market certification summary per contract requirements. See Attachment C. <br />6. Recycling cart in ntory status as of 12/31/25 <br />Size <br />Maple Grove <br />I St. Paul <br />35G <br />184 <br />61 <br />64G <br />612 <br />88 <br />96G <br />47 <br />0 <br />2) Annual/Quarterly Customer Experience Report <br />1. All customer complaints and how each was resolved. See Attachment D. <br />2. Summary of all customer calls, subjects, call volumes, and response times. See <br />Attachment E. <br />• Note: WM's phone system is equipped with convenient callback functionality, <br />so customers never have to wait on hold, especially during peak call hours. <br />Customers can simply choose to be called back rather than wait on hold in <br />the phone queue and "hold their place in line" while they continue with their <br />day. A customer service representative will call back the customer once <br />available. <br />3. All reported missed pickups and partial collections. See Attachment F. <br />• Note: WM does not track partial collections. Partial collections are marked as <br />missed pickups. <br />4. Recycling carts distributed, repaired, or replaced. See Attachment G. <br />3) Annual/Ouarterly'Lid Lift" Cart Check Summary Reports. Attachment H <br />• Contamination frequency and types of contaminants observed. <br />• Participation rates based on >_100 household inspections. <br />• Addresses where tags were left and the reason for each. <br />• Method used for inspections: A combination of manual checks and onboard <br />cameras. <br />4) Annual Multi -Dwelling Unit (MDU) Report. Attachment I <br />• Owner/property manager names and contact information. <br />• Street address of each MDU served. <br />• Number of dwelling units per property. <br />• Description of collection services: number of recycling stations, container types and <br />locations, and collection frequency. <br />• Tonnage estimates based on standard cart and dumpster volume -to -weight <br />conversion factors. <br />5) MDU Annual Flyer & Education Materials (Attached Folder) <br />Minimum contents: <br />• One -page MDU recycling flyer. <br />• Posters and optional materials for common areas. <br />• Translations into other languages will be completed after city approval: Spanish, <br />Hmong, Somali, Karen. <br />3 Page 13 of 90 <br />