Have your say on City’s annual water and sanitation customer survey
17 May 2026
The City’s Water and Sanitation Directorate has launched its annual Customer Satisfaction Survey to better understand residents’ and businesses’ experiences with water and sanitation services and identify opportunities to improve service delivery.
The survey commenced on 4 May 2026 and will run until 30 June 2026. A total of 3 400 participants will be surveyed, including 3 000 residents from formal and informal areas, as well as 400 businesses.
An independent research agency, Plus 94 Research, has been appointed to conduct the survey. Residents in the South Peninsula, Panorama, Eastern Helderberg, Khayelitsha, Central Cape Town and Klipfontein areas may receive visits from fieldworkers over the coming weeks, while businesses will be contacted telephonically.
The survey measures customer satisfaction against the commitments outlined in the Directorate’s Customer Service Charter and will help guide future improvements to service delivery.
Your feedback will help to:
- Better understand customer experiences with water and sanitation services
- Determine acceptable levels of service perception and satisfaction
- Identify areas requiring improvement
- Address unmet customer needs
- Assess the effectiveness of communication and awareness campaigns
'Residents’ and businesses’ feedback plays an important role in helping us improve our services and better respond to customer needs. The survey will cover areas such as drinking water, sanitation, stormwater management, billing and Contact Centre services. Participation is voluntary, all responses will remain anonymous and confidential and the survey should take approximately 30 minutes to complete,' said the City's Mayoral Committee Member for Water and Sanitation, Councillor Zahid Badroodien.
Residents who are unsure about the identity of a fieldworker claiming to represent Plus 94 Research can contact the City’s Call Centre on 0860 103 089 for verification.
See last year’s survey results.
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Published by:
Media Office, City of Cape Town
