The results of the 2007 survey and analysis of the public's water use consumption patterns are contained in the following report:
Satisfaction surveys
89% of water consumers are happy with the service!
Since 2002, Water Services has commissioned research to ascertain the needs and perceptions of
water consumers. There has been a steady increase in satisfaction levels from 83% in 2004 to the
current 89%.
The findings from the research are being used:
- as input to the ISO 9001:2000 certification auditing
- to ensure that an acceptable level of service satisfaction is achieved and maintained
- to identify areas needing improvement
- to uncover needs not currently being addressed, especially in informal areas or in commercial
arena
- to ensure our Water Service Customer Charter remains relevant
- to measure the level of satisfaction with the service
Information is gathered from a range of users in the city of Cape Town using samples that are statistically representative of all the users.
The following issues are mainly addressed:
- Perception of services received: drinking water, effluent water or sewer(sanitation)
drainage
- Evaluation of services rendered when reporting problems or enquiring about water
services
- Awareness of environmental initiatives, including water conservation or restrictions
- Awareness of regulation in the sector
- Effectiveness of marketing drives such as around Water Week
- Issues relating to payment and billing procedures for services
- Importance rating and evaluation of services supplied
- Demographics of the market
All survey reports are given below:
Customers give 82% satisfaction rating to the provision of Water and Sanitation Services
In 2005, Water and Sanitation Services envisaged becoming a leader in the provision of equitable, sustainable, people-centred, affordable and credible water services to all. Since then, significant progress has been made towards this goal, especially with the adoption of a new vision in 2010 – “to become a beacon for the provision of water and sanitation in Africa”. This has been largely achieved by implementing various management plans and programmes, such as the 2006/2007 Water Services Development Plan.
However, Water and Sanitation Services continues to face a number of critical challenges such as expanding basic services to meet the continuous influx of people into Cape Town, grey water run-off quality in the informal settlements, spontaneous provision of infrastructure to meet development growth needs, maintenance of infrastructure to ensure continued operation and the affordability of the service to our customers.
One of the essential steps in reducing these challenges is to conduct a yearly Customer Perception survey. Critical feedback from our customers is needed because ultimately it is the public who holds us ultimately accountable for poor service delivery. This feedback helps to inform us whether the standards of services we are delivering are being met in practice – Batho Pele principles. The latest survey undertaken by TNS Research Surveys during 2009 shows that 82% of residents are satisfied with the provision of water and sanitation services.
For detailed results, click on one of the presentations below:
Residential survey: Formal houses
Informal settlements survey
Business survey