Have your say on City’s water and sanitation services
12 May 2025
The City’s Water and Sanitation Directorate kicked off its annual Customer Satisfaction Survey on 6 May to assess the levels of satisfaction that residents and businesses experience in service delivery. By receiving feedback from customers the City’s aim is to address gaps, maintain successes and align services to best practices to enhance service delivery.
The Water and Sanitation Directorate’s annual Customer Satisfaction Survey will run until Tuesday, 17 June 2025.
The survey seeks to gain insights from a targeted sample population size of 3 700, including 3 400 formal and informal residents (including backyarders) and 300 businesses.
This year, the City has contracted the services of Kantar, an independent research agency, to conduct the survey. Residents in all operational regions of the city may expect visits from representatives in the upcoming weeks, while businesses will be surveyed via telephone.
The survey is designed to assess customer satisfaction based on commitments outlined in the Water and Sanitation Directorate's Customer Service Charter. It serves as a crucial tool in identifying areas for improvement and enhancing service delivery to the residents of Cape Town.
Your feedback will help to:
• Understand residents' experiences with the City's water and sanitation services
• Determine acceptable levels of service perception and satisfaction
• Identify areas that need to be improved
• Address unmet needs in formal, informal, and business sectors
• Evaluate the effectiveness of marketing campaigns and communication strategies
'We want to hear from our customers, so participation is key during this survey. Your views will help shape future water and sanitation initiatives to benefit Cape Town. The survey covers aspects of service delivery, such as drinking water, sewage, stormwater management, billing, communication and Contact Centre services. It should only take about 30 minutes to complete. All information provided will be kept strictly anonymous and treated with utmost confidentiality,' said the City's Mayoral Committee Member for Water and Sanitation, Councillor Zahid Badroodien.
If you encounter anyone claiming to represent Kantar and have doubts about their identity, please contact the City's Call Centre on 0860 103 089 for verification. Take part and contribute to enhancing services for the entire community.
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Published by:
City of Cape Town, Media Office
