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: