Edmonton –
Alberta’s beverage container recycling system is nationally recognized for its collection and recycling performance. For more than 50 years, Alberta’s bottle depot network has played a key role in the province’s beverage container recycling system through collection, sorting, and recycling education to the communities they serve. Understanding how Albertans experience the system helps BCMB identify what’s working well and where opportunities exist for improvement.
To support Beverage Container Management Board’s (BCMB) role as the system regulator, we conduct a biennial Depot Exit Interview Survey through PRA Inc. Participating depots voluntarily invite customers to complete the survey following their visit, providing direct feedback on their experience using Alberta’s bottle depot network. The 2026 survey focused on Edmonton and surrounding communities, as well as communities within 500 kilometers north of the city.
This year’s results point to a consistent theme: customers value convenience, efficiency, and service. The survey data also provides insight into how Albertans learn about the deposit system, what influences their satisfaction, and how they may respond to emerging collection options in the future.
1. Recycling is Best Learned Through Experience
Every year, new Albertans and first-time users encounter Alberta’s deposit return system for the first time. As part of the survey, BCMB wanted to understand how current customers of bottle depots learned about the deposit and refund process worked in Alberta.
Interestingly, nearly half of respondents (48%) said that they learned about the system from family members, while another 18% shared that they learned from others. In total, two-thirds of survey respondents were taught by word of mouth and shared knowledge/experience.
For a system that has been operated for five decades, the results highlight how knowledge about recycling is often passed from one generation to the next, helping new participants understand and engage with Alberta’s deposit return system.
2. Time spent at the depot
Convenience remains one of the strongest drivers of customer satisfaction.
Most respondents (73%) reported spending 10 minutes or less at the depot during their most recent visit. Among those customers, 88% were satisfied with the amount of time spent at the depot.
The survey also found a strong relationship between time spent at the depot and overall customer satisfaction. Among respondents who were satisfied with the length of their visit, 94% were also satisfied with their overall experience.
In contrast, only 14% of those dissatisfied with the time spent at the depot reported being satisfied with their overall visit.
3. Why Customers Choose a Depot
Depot customers also value reliability and consistency as much as speed and convenience.
Customers consistently linked convenience and service to their choice of depot. When asked why they visited a specific depot, the top four reasons were:
- Close to home
- Fast and efficient service
- It is the depot they regularly visit
- Friendly and helpful staff
The same themes emerged when customers were asked what would make them likely to return to their current depot. In addition to convenience, familiarity, and customer service, honest and accurate refunds ranked among the top factors influencing customers’ decision to return.
4. Automated Collection Stations
Albertans appear open to new collection options. The 2026 survey explored customer interest in self-serve automated collection stations and found that 71% of respondents would be likely to use one, including 31% who said they would be very likely and 40% who said they would be somewhat likely to do so. While interest was strong overall, customers aged 65 and older were less likely than younger respondents to say they would use an unmanned automated collection station.
What will BCMB look at next?
Alberta’s beverage container recycling system continues to demonstrate strong collection and recycling performance. Surveys such as the Depot Exit Interview Survey help identify both the system’s strengths and opportunities for improvement.
Results from this year’s survey highlight the importance of convenience, service, accessibility, and public awareness in shaping the customer experience. They also provide insight into how Albertans learn about the deposit return system and how they may respond to emerging collection technologies.
We invite readers to explore the full survey report to learn more about the experiences, perspectives, and priorities of Alberta depot customers.