Customer
Perceptions
and Needs
For: City of Cape Town
Water Services
By:
ACNielsen
April 2002
Structure of Presentation
Introduction
Background
Methodology
Key Findings
Satisfaction with services received
Problems experienced
Customer service
Water Services Customer Charter
General
Importance ratings and Satisfaction levels
Conclusions
Copyright © 2002 ACNielsen
Copyright © 2002 ACNielsen
Background
y
y
There is a need to investigate customer needs
and perceptions relating to water services
It is important to monitor:
y
perceptions as input to the ISO 9001:2000 quality
management system, to ensure that acceptable levels of
customer satisfaction are met
y
customer needs that are not currently addressed
y
the acceptability of the design of the Water Services
Customer Charter
Copyright © 2002 ACNielsen
Methodology
y
Semi-structured questionnaire
y
Residents: Personal interviews with a representative sample
of 497 residents, living in the City of Cape Town
y
Businesses: Personal interviews with 31 out of 257 high
volume users of water (those who use 100+kl per day),
selected on an equi-interval basis from a list
y
Interviews in the preferred language of respondent
y
Fieldwork during February and March 2002
y
Residents survey results is post-weighted to represent the
residents of the City of Cape Town
Copyright © 2002 ACNielsen
Copyright © 2002 ACNielsen
Key Findings
Monitor residents’ perceptions in relation to:
y
Satisfaction with services received
y
Problems experienced
y
Customer service
y
Water Services Customer Charter
y
General
y
Importance ratings and Satisfaction levels
Copyright © 2002 ACNielsen
Residents
Copyright © 2002 ACNielsen
Residents
Satisfaction with
Services received
Looking at …
overall performance of the City of Cape Town
supply of water services
maintenance of the sewer drainage systems
issues relating to water
reasons for dissatisfaction with water
Copyright © 2002 ACNielsen
Residents
Those who
‘ever dealt’
with
municipality
were less
satisfied
Levels of satisfaction
Base: All Informants
Positive
correlation
with h/h
income
100
80
%
60
40
20
0
Overall performance
Not sure
Very dissatisfied
Dissatisfied
Somewhat satisfied
Very satisfied
4
12
39
46
Providing drinking
water on tap
Maintaining sewer
drainage system
0.4
4
22
73
2
7
10
33
48
Q.1,2,3
Source: Project Puddle March 2002 n=497
Copyright © 2002 ACNielsen
Residents
Levels of satisfaction
Base: All Informants
4
Mean
3
2
1
Total
Dealings
before
A-inc.
B-inc.
C-inc.
D-inc
Overall performance
2.2
2
2.9
1.9
2.4
2.1
Providing drinking water on tap
3.3
3.1
3.3
3.1
3.3
3.7
Maintaining sewer drainage system
2.1
1.8
2.8
2.1
2
1.5
Source: Project Puddle March 2002 n=497
Q.2-5
Copyright © 2002 ACNielsen
Residents
Levels of satisfaction with water
Base: All Informants
100
80
%
60
40
20
0
Quality
Not sure
Very dissatisfied
Dissatisfied
Somewhat satisfied
Very satisfied
0.2
2
4
25
70
Taste
Smell
Colour
1
6
27
66
3
2
3
25
68
0.3
2
5
25
68
Texture
Pressure
(hard/soft)
3
1
1
26
68
0.2
1
4
26
69
Q.7
Source: Project Puddle March 2002 n=497
Copyright © 2002 ACNielsen
Residents
Reasons for dissatisfaction with:
Taste of the water (n=38)
Base: All who were dissatisfied/very dissatisfied
It tastes bad
Has chemicals in
Has chlorine in
Colour / it is not clear
Q.8
Source: Project Puddle March 2002 n=497
Copyright © 2002 ACNielsen
Residents
Reasons for dissatisfaction with:
Colour of the water (n=29)
Base: All who were dissatisfied/very dissatisfied
Colour / Not clear
Has chemicals in
Has chlorine in
Q.8
Source: Project Puddle March 2002 n=497
Copyright © 2002 ACNielsen
Residents
Reasons for dissatisfaction with:
Water pressure when you turn on
the tap (n=28)
Base: All who were dissatisfied/very dissatisfied
Water comes out slow/no pressure
Water bursts out
Q.8
Source: Project Puddle March 2002 n=497
Copyright © 2002 ACNielsen
Residents
Copyright © 2002 ACNielsen
Residents
Problems experienced
Looking at …
problems with water leakages
problems with pipes that burst
people contacted when specific problem occurs
Copyright © 2002 ACNielsen
Residents
Frequency of experiencing problems
with water leakages
Base: All Informants
100
80
60
Perceived
to occur
more in
the
highest
and
lowest
income
h/h
%
40
20
0
Up to once a month
Every few months
Never
In the street
10
23
66
Source: Project Puddle March 2002 n=497
Water pipes that
On site/outside
In the dwelling
burst
dwelling
7
11
82
Copyright © 2002 ACNielsen
5
10
85
5
14
82
Q.4,5
Residents
Dealing with problems
Base: All Informants
100
80
60
%
40
20
0
Leaking tap on
site
Water leak in
the street
Broken/blocked Blocked sewer
toilet system
on site
Blocked sewer
in the street
Plumber
36
3
42
26
3
Municipality
25
94
36
59
94
Friend/family/self
43
2
23
13
3
Q.6
Source: Project Puddle March 2002 n=497
Copyright © 2002 ACNielsen
Residents
Copyright © 2002 ACNielsen
Residents
Customer Service
Looking at …
how long ago have there been dealings with
the municipality
reason for dealing with municipality
rating of service issues when dealing with
municipality
Copyright © 2002 ACNielsen
Residents
Respondents were asked, how long ago, if ever, they have
dealt with anyone from the municipality re any of the
following:
To report a water leak in the street (outside the yard)
To report a water pipe burst
To report a blocked sewer in the street
To report a blocked sewer on the property
To enquire about water restrictions
To enquire about water/sewer account
To enquire about the water meter
To enquire/complain about the quality of water
To enquire/complain about the smell from the wastewater treatment plant
To enquire/complain about the wastewater overflow at the pump station
Copyright © 2002 ACNielsen
Residents
History of dealings with Municipality
To report a ...
Base: All Informants
100
80
%
60
40
20
0
Past 6 months
Past year
Longer ago (1 year+)
Never
Water leak in
the street
Water pipe
burst
Blocked sewer
in the street
Blocked sewer
on property
3
3
6
88
4
3
5
88
3
1
5
91
3
3
9
84
Q.11
Source: Project Puddle March 2002 n=497
Copyright © 2002 ACNielsen
Residents
History of dealings with Municipality
To enquire about ...
Base: All Informants
100
80
60
%
40
20
0
W/water
Smell from
overflow at
w/water
treatment plant pump station
Water
restrictions
Water/sewer
account
Water meter
Quality of
water
Past 6 months
3
10
3
0.4
Past year
2
6
3
0.4
Longer ago (1 year+)
2
8
4
1
2
2
Never
93
76
89
98
97
97
1
1
0.4
Q.11
Source: Project Puddle March 2002 n=497
Copyright © 2002 ACNielsen
Residents
When reporting ...
I was treated in a professional and
courteous manner
Base: All who reported ...
Water leak in the street
Water pipe burts
Blocked sewer in street
Blocked sewer on
property
0
20
40
Source: Project Puddle March 2002 n=69, 67, 52, 86
Agree
%
60
Disagree
Copyright © 2002 ACNielsen
80
Not sure
100
Q.12
Residents
When enquiring about ...
I was treated in a professional and
courteous manner
Base: All who enquired ...
Wastewater overflow at
pump station
Smell from w/water
treatment plant
Quality of water
Water meter
Water/sewer account
Water restrictions
0
20
40
Source: Project Puddle March 2002 n=17,13,12,66,123,26
%
Agree
Copyright © 2002 ACNielsen
60
Disagree
80
100
Not sure
Q.12
Residents
When reporting ...
I was immediately directed to the person
who could best see to my needs
Base: All who reported ...
Water leak in the street
Water pipe burts
Blocked sewer in street
Blocked sewer on
property
0
20
40
Source: Project Puddle March 2002 n=69, 67, 52, 86
Agree
%
60
Disagree
Copyright © 2002 ACNielsen
80
Not sure
100
Q.12
Residents
When enquiring about ...
I was immediately directed to the person
who could best see to my needs
Base: All who enquired ...
Wastewater overflow at
pump station
Smell from w/water
treatment plant
Quality of water
Water meter
Water/sewer account
Water restrictions
0
20
40
Source: Project Puddle March 2002 n=17,13,12,66,123,26
%
Agree
Copyright © 2002 ACNielsen
60
Disagree
80
100
Not sure
Q.12
Residents
When reporting ...
The problem was resolved in a
reasonable time
Base: All who reported ...
Water leak in the street
Water pipe burts
Blocked sewer in street
Blocked sewer on
property
0
20
40
Source: Project Puddle March 2002 n=69, 67, 52, 86
%
Agree
Copyright © 2002 ACNielsen
60
Disagree
80
Not sure
100
Q.12
Residents
When enquiring about ...
The problem was resolved in a
reasonable time
Base: All who enquired ...
Wastewater overflow at
pump station
Smell from w/water
treatment plant
Quality of water
Water meter
Water/sewer account
Water restrictions
0
20
40
Source: Project Puddle March 2002 n=17,13,12,66,123,26
%
Agree
Copyright © 2002 ACNielsen
60
Disagree
80
100
Not sure
Q.12
Residents
When reporting ...
Followed up with me to find out if the
problem had been sorted out
Base: All who reported ...
Water leak in the street
Water pipe burts
Blocked sewer in street
Blocked sewer on
property
0
20
40
Source: Project Puddle March 2002 n=69, 67, 52, 86
%
Agree
Copyright © 2002 ACNielsen
60
Disagree
80
Not sure
100
Q.12
Residents
When enquiring about ...
Followed up with me to find out if the
problem had been sorted out
Base: All who enquired ...
Wastewater overflow at
pump station
Smell from w/water
treatment plant
Quality of water
Water meter
Water/sewer account
Water restrictions
0
20
40
Source: Project Puddle March 2002 n=17,13,12,66,123,26
%
Agree
Copyright © 2002 ACNielsen
60
Disagree
80
100
Not sure
Q.12
Residents
Dealings with the municipality before
Base: All informants
Dealt with
municipality
51%
Not dealt with
municipality
49%
Q.11
Source: Project Puddle March 2002 n=497
Copyright © 2002 ACNielsen
Residents
Key Findings
Monitor residents’ perceptions in relation to:
y
Satisfaction with services received
y
Problems experienced
y
Customer service
y
Water Services Customer Charter
y
General
y
Importance ratings and Satisfaction levels
Copyright © 2002 ACNielsen
Residents
Copyright © 2002 ACNielsen
Residents
Water Services Customer Charter
Looking at …
prompted awareness
aided awareness
recall after exposure
where seen before
main message
likes and dislikes
aspects believed to be difficult to understand
aspects believed to be hard to believe
evaluation of picture
perceived impact and reason for this
Copyright © 2002 ACNielsen
Residents
Awareness of ...
Base: All Informants
Integrated Development
Plan (IDP)
21
Water Services
Development Plan
17
Water Services Customer
Charter
9
Working for Water
Initiative
17
None of these
59
0
Source: Project Puddle March 2002 n=497
20
40
%
Copyright © 2002 ACNielsen
60
80
Q.15
100
Residents
Copyright © 2002 ACNielsen
Residents
Water Services Customer Charter
- seen before
At cash halls (34%)
Base: All informants
At the library (13%)
Newspaper (10%)
Friends/family (7%)
With my account (7%)
On a number of
occassions
5%
Seen once or twice
16%
With the post (7%)
Not seen before
79%
Q.16,18
Source: Project Puddle March 2002 n=497
Copyright © 2002 ACNielsen
Residents
The Water Services Customer
Charter was then placed in
front of respondent and
removed after 5 seconds
Respondents were asked what
they could recall about the
charter
Copyright © 2002 ACNielsen
Residents
Aspects recalled about the charter
Base: All Informants
36
Don't waste water
Free water / 6000 l of
free water
24
Save water/use it wisely
20
Responsibility of
customers/pay for water
17
Water services
7
Providing good quality
water
7
0
20
40
%
60
80
100
Q.17
Source: Project Puddle March 2002 n=497
Copyright © 2002 ACNielsen
Residents
The Water Services Customer
Charter was then placed in
front of respondent
Copyright © 2002 ACNielsen
Residents
Main message from the charter
Base: All Informants
Use water wisely
44
Providing better services
41
Don't waste water
26
Customer's responsibility
21
13
Should pay your bill
Free water
11
3
Don't throw foreign objects down sewer system
0
20
40
60
%
Source: Project Puddle March 2002 n=497
Copyright © 2002 ACNielsen
80
100
Q.19
Residents
Aspects liked about the charter
Base: All Informants
Free water/6000 l of free water
27
20
Emphasize importance of water
Impove customer service
16
99% found something
that they liked
13
It is informative
Well presented / layout
10
9
Don't waste water
Easy to read
8
Responsibility of customers
8
0
20
40
60
%
Source: Project Puddle March 2002 n=497
Copyright © 2002 ACNielsen
80
100
Q.20
Residents
Aspects disliked about the charter
Base: All Informants
Don’t like the layout
5
Takes too long to repair
2
Pay for water over and
above 6000 l
17% found something
that they disliked
2
Promises
1
Won’t provide accurate
billings / estimation
1
0
20
40
60
80
100
%
Source: Project Puddle March 2002 n=497
Q.21
Copyright © 2002 ACNielsen
Residents
Aspects found difficult to understand:
Yes: 33%
Being aware of water conservation (5%)
Free water (4%)
Some people are uneducated; won’t understand it (4%)
Q.22
Source: Project Puddle March 2002 n=497
Copyright © 2002 ACNielsen
Residents
Aspects found hard to believe:
Yes: 50%
Receiving 6000 litres free water (25%)
Aim to restore water supply within 6 hours (4%)
Regular water meter readings (3%)
Accurate billings (3%)
Promises (2%)
Q.23
Source: Project Puddle March 2002 n=497
Copyright © 2002 ACNielsen
Residents
Main message from the picture
Base: All Informants
Don't waste water
66
Save water / use wisely
31
Will receive better
services
6
0
20
40
60
%
Source: Project Puddle March 2002 n=497
Copyright © 2002 ACNielsen
80
100
Q.24
Residents
Impact of Water Services
Customer Charter
Base: All informants
Not sure
17%
Will not make a
difference
16%
Will make a
difference
67%
Q.25
Source: Project Puddle March 2002 n=497
Copyright © 2002 ACNielsen
Residents
Water Services Customer Charter
will make a difference
67%
If people are aware of it, they will adhere to it
(26%)
People will save water (24%)
Makes people more aware of the importance of
water (20%)
Well laid out and very clear (18%)
Q.22
Source: Project Puddle March 2002 n=327
Copyright © 2002 ACNielsen
Residents
Water Services Customer Charter
will not make a difference
16%
People don’t follow rules/it will be ignored
(51%)
Council must keep their promises (6%)
People don’t read it (6%)
Q.22
Source: Project Puddle March 2002 n=74
Copyright © 2002 ACNielsen
Residents
Copyright © 2002 ACNielsen
Residents
Water Services Customer Charter
Looking at …
extent of agreement with statements
awareness of environmental innitiatives
source of water for the garden
perceptions about water
stories/rumours heard about provision of water in
the City of Cape Town
Copyright © 2002 ACNielsen
Residents
Extent of agreement with statements
Base: All Informants
100
80
60
%
40
20
0
Most people are
conscious of
conserving water
Most people adhere
to water restrictions
Water restrictions
only introduced if
really necessary
It is our duty to
report water leaks in
the street
Wastewater often
pollutes rivers
Not sure
3
6
3
2
10
Disagree
28
30
4
3
7
Agree
69
64
93
95
83
Q.10
Source: Project Puddle March 2002 n=497
Copyright © 2002 ACNielsen
Residents
Extent of agreement that most people...
Base: All Informants
100
80
60
%
40
20
0
Pay for water
Do not flush foreign Do not discharge Adhere to laws and Are aware of fact
objects into sewer
rain water into
reg. w.r.t. water
that h/h can get
system
sewer system
use
6000 l free water
Actually get 6000 l
free water pm for
the h/h
Not sure
9
12
20
8
14
21
Disagree
17
19
18
23
34
30
Agree
74
69
61
69
52
49
Q.29
Source: Project Puddle March 2002 n=497
Copyright © 2002 ACNielsen
Residents
Extent of agreement that most people...
Base: All Informants
100
80
60
%
40
20
0
Aw. h/h can
get 6k l free
water pm
A-income
B-income
C-income
D-income
Actually get
6000l free
water pm
A-income
B-income
C-income
D-income
Not sure
14
6
10
17
20
21
8
16
29
21
Disagree
34
36
30
37
34
30
30
29
29
35
Agree
52
58
60
46
46
49
62
55
42
44
Q.29
Source: Project Puddle March 2002 n=497
Copyright © 2002 ACNielsen
Residents
Awareness of Environmental
Initiatives
Base: All Informants
National Arbour Day
(7 September)
77
National Marine Day
(30 November)
34
World Water Day (22
March)
36
National Water Week
(18-24 March)
38
None of these
18
0
Source: Project Puddle March 2002 n=497
20
40
%
Copyright © 2002 ACNielsen
60
80
Q.13
100
Residents
Source of water for the garden
Base: All Informants
Municipal water - outside
tap
84
7
Water from bath/shower
6
No garden
3
Bore hole/well point
Inside tap
2
Rain water
1
0
20
40
60
%
Source: Project Puddle March 2002 n=497
Copyright © 2002 ACNielsen
80
100
Q.9
Residents
Extent of agreement with statements
Base: All Informants
100
80
60
%
40
20
0
To ensure an adequate supply of dr water is avail, we
should use non-drinking water for the garden
The water on tap inside house, is the same as the
water on tap outside the house
Not sure
4
3
Disagree
12
6
Agree
83
91
Q.30
Source: Project Puddle March 2002 n=497
Copyright © 2002 ACNielsen
Residents
Stories/rumours heard about water or the
provision of water in the City of Cape Town
41% heard something
6 000 l of free water per household/free water (11%)
Water supply is cut, if no payments are made (7%)
Don’t waste water (4%)
There is a shortage of water (4%)
Water restrictions (3%)
Bills too high/meters often not clear or just estimated
(3%)
Q.14
Source: Project Puddle March 2002 n=497
Copyright © 2002 ACNielsen
Residents
Key Findings
Monitor residents’ perceptions in relation to:
y
Satisfaction with services received
y
Problems experienced
y
Customer service
y Water Services Customer Charter
y
General
y
Importance ratings and Satisfaction levels
Copyright © 2002 ACNielsen
Residents
Copyright © 2002 ACNielsen
Residents
Importance Ratings
and Satisfaction
Respondents were asked to rank each service
on a scale from 1 to 100 ….
importance measure
It is important to note that the ratings refer to
relative importance
A lower score indicates that the service is
less important relative to others and not
necessarily that it is unimportant
Copyright © 2002 ACNielsen
Residents
Relative Importance
Base: All Informants
81
Ensures quality of drinking water
Encourages people to use water wisely
78
Ensures water services are affordable
78
75
Sustainable supply of water
Minimises the loss of water
73
72
Encourages people to pay for water
71
Ensures people adhere to legislation
Ensures munic. use water wisely
68
Accurate billings based on readings
67
Communication with customers
67
65
Restore supply within 6 hours
Lower costs by maintaining sewers
62
Extend water services to pot. customers
62
60
Environmentally friendly w/water system
Water pressure during peak supply
54
0
20
40
%
60
80
100
Q.27
Source: Project Puddle March 2002 n=497
Copyright © 2002 ACNielsen
Residents
Importance Ratings
and Satisfaction
Each service was then rated on a scale
from -4 (very dissatisfied) to
+4 (very satisfied) …
average rating across all services
Copyright © 2002 ACNielsen
Residents
Levels of Satisfaction
Base: All Informants
Ensures quality of drinking water
2.8
Encourages people to use water wisely
2.8
2.3
Ensures water services are affordable
2.8
Sustainable supply of water
Minimises the loss of water
2.4
Encourages people to pay for water
2.4
2.2
Ensures people adhere to legislation
Ensures munic. use water wisely
2.4
1.8
Accurate billings based on readings
2.5
Communication with customers
2.3
Restore supply within 6 hours
2.5
Lower costs by maintaining sewers
Extend water services to pot. customers
2.6
Environmentally friendly w/water system
2.6
Water pressure during peak supply
2.8
0
1
Mean
2
3
4
Q.28
Source: Project Puddle March 2002 n=497
Copyright © 2002 ACNielsen
Residents
Importance Ratings
and Satisfaction
Results were analysed using Gap analysis
(satisfaction rating v.s. importance rating for each service)
This indicates:
areas of strength, priorities for improvement and areas
of lower priority or over investment
Copyright © 2002 ACNielsen
Residents
Services
Base: All Informants
3.5
Ensures
quality of
water, meets
requirements
Sustainable
supply of water
Encourage
Encourage
people to
people to use
pay for
water wisely
water
Lower costs by maintaining sewers
Ensures water
Ensures mun.
Minimise the
services are
loss of water
Restore supply within 6 hours use water
affordable
wisely
Ensure people
adhere to legislation
Satisfaction
Water pressure during
peak supply
2.5
Extend water
services to pot.
customers
Effective
communication
Env. friendly w/water system
Accurate billing based on
monthly meter readings
1.5
50
55
60
65
70
75
80
Importance
Source: Project Puddle March 2002 n=497
Copyright © 2002 ACNielsen
Residents
85
GAP Analysis
High Satisfaction
High Importance
High Satisfaction
(Scale down?)
(Maintain)
Low Importance
High Importance
Low Satisfaction
Low Importance
S
a
t
i
s
f
a
c
t
i
o
n
Low Satisfaction
(Other service options)
(Priorities for
improvement)
Importance
Copyright © 2002 ACNielsen
Residents
GAP Analysis
S
a
t
i
s
f
a
c
t
i
o
n
Low Importance, High Satisfaction
High Importance, High Satisfaction
Ensures adequate water pressure during peak
supply
Ensures the quality of water meets drinking
water requirements
Encourages the public to use water wisely
Ensures a sustainable supply of water for
future generations
Low Importance, Low Satisfaction
Ensures environmentally friendly waste water
systems
Extends water services as rapidly as possible
to potential customers
Ensures lower costs by maintaining sewers
Ensures courteous, effective and efficient
communication with customers
Ensures that the municipality uses water
wisely
Restore supply within 6 hours after an
unplanned interruption
Provide informative, accurate billings based
on monthly meter readings
Source: Project Puddle March 2002 n=497
High Importance, Low Satisfaction
Ensures that water services are affordable
Minimises the loss of water
Encourage people to pay for water services
Ensures that people adhere to legislation
regulating the use/misuse of water
Importance
Copyright © 2002 ACNielsen
Residents
Copyright © 2002 ACNielsen
Residents
Conclusions
Satisfaction with services received
Residents are satisfied with the performance of the
municipality in providing water services - lower
income households are less satisfied than higher
income households with the maintenance of the
sewer drainage system
There are also very few problems with the issues
relating to water, with 92% + of all residents
“somewhat” or “very satisfied” with the ‘quality’,
‘taste’, ‘smell’, ‘colour’, ‘texture’ and ‘water pressure’.
Copyright © 2002 ACNielsen
Residents
Conclusions
Problems experienced
Water leakages do not appear very frequently. The
higher and lower income households recall the
occurance of leakages or pipe bursts better.
The municipality is contacted if there is a ‘water leak or
a blocked sewer in the street’, whilst residents (59%)
would call a plumber if the blocked sewer was in the
property.
Copyright © 2002 ACNielsen
Residents
Conclusions
Customer service
Out of the list of possible reasons to make contact with the
municipality, most of the residents who had contact did so the
enquire about their water / sewer account
Those who had dealings with the Municipality were mostly
satisfied with the service they received and felt that they were
‘treated in a professional and courteous manner’, ‘directed to
the person who could see to their needs’ and that ‘the
problem was resolved in a reasonable time’. There is however
room for improvement in terms of ‘follow up to find out if the
problem has been sorted out’ - those who had dealings claims
that this does not happen
Copyright © 2002 ACNielsen
Residents
Conclusions
Water Services Customer Charter
Only 1 in 5 residents claim to have seen the Water Services
Customer Charter before
The Charter was very well received with 99% of residents
finding something that they liked about it
The key messages taken from the charter were:
to ‘use water wisely’
the provision of better service and
the responsibility of the customers
It is believed that the Charter will make a difference as long as
people are made aware of it
Copyright © 2002 ACNielsen
Residents
Conclusions
Water Services Customer Charter
Existing Charter ...
ensure courteous, effective and efficient communication with
customers
ensure a sustainable supply of water
minimise the loss of water and ensure wise use of water by
the municipality and public
enforce compliance with legislation and promote payment for
services
extend water services as rapidly as possible to all potential
customers
Copyright © 2002 ACNielsen
Residents
Conclusions
Water Services Customer Charter
Proposed changes in “order” and “wording” ...
ensure a sustainable supply of water
minimise the loss of water
encourages the public to use water wisely
ensure that the municipality uses water wisely
enforce compliance with legislation and promote payment for services
ensure courteous, effective and efficient communication with customers
extend water services as rapidly as possible to all potential customers
Copyright © 2002 ACNielsen
Residents
Conclusions
Water Services Customer Charter
Existing Charter ...
provide 6000 litres of free water per month to all domestic units
ensure quality of water consistently meets drinking water quality guidelines
aim to ensure adequate water pressure during peak supply (2.4 bar or 24
meters head)
aim to restore supply within 6 hours following an unplanned interruption
aim to provide informative and accurate billing, based on monthly meter
readings
ensure bulk water supply in accordance with agreements
Copyright © 2002 ACNielsen
Residents
Conclusions
Water Services Customer Charter
Proposed changes in “order” and “wording” ...
provide 6000 litres of free water per month to all domestic
consumer units
ensure that the quality of water meets drinking water quality
guidelines
aim to provide informative and accurate billing, based on monthly
meter readings
ensure bulk water supply in accordance with agreements
aim to restore supply within 6 hours following an unplanned
interruption
aim to ensure adequate water pressure during peak supply
Copyright © 2002 ACNielsen
Residents
Conclusions
Importance rating and
satisfaction levels
The priorities for improvement should be:
Ensures that water services are affordable
Minimise the loss of water
Encourage people to pay for water services
Ensures that people adhere to legislation regulating the
use/misuse of water
Copyright © 2002 ACNielsen
Residents
Copyright © 2002 ACNielsen
Business
Copyright © 2002 ACNielsen
Business
Satisfaction with
Services received
Looking at …
overall performance of the City of Cape Town
supply of water services
maintenance of the sewer drainage systems
issues relating to water
Copyright © 2002 ACNielsen
Business
Levels of satisfaction
Base: All Informants
100
80
60
%
40
20
0
Overall performance
Not sure
Very dissatisfied
Dissatisfied
Somewhat satisfied
Very satisfied
19
52
29
Providing drinking
water on tap
Maintaining sewer
drainage system
3
32
65
23
7
19
19
32
Q.1,2,3
Source: Project Puddle March 2002 n=31
Copyright © 2002 ACNielsen
Business
Levels of satisfaction with water
Base: All Informants
100
80
%
60
40
20
0
Not sure
Very dissatisfied
Dissatisfied
Somewhat satisfied
Very satisfied
Quality
Taste
Smell
Colour
3
3
13
19
61
6
3
3
3
3
19
71
16
26
52
10
32
55
Texture
Pressure
(hard/soft)
10
3
6
10
71
3
10
32
55
Q.7
Source: Project Puddle March 2002 n=31
Copyright © 2002 ACNielsen
Business
Copyright © 2002 ACNielsen
Business
Problems experienced
Looking at …
problems with water leakages
problems with pipes that burst
people contacted when specific problem occurs
Copyright © 2002 ACNielsen
Business
Frequency of experiencing problems
with water leakages
Base: All Informants
100
80
60
%
40
20
0
Up to once a month
Every few months
Never
In the street
On site
Water pipes that burst
3
26
71
19
29
52
13
32
55
Source: Project Puddle March 2002 n=31
Copyright © 2002 ACNielsen
Q.4,5
Business
Dealing with problems
Base: All Informants
100
80
60
%
40
20
0
Leaking tap on
site
Plumber
19
Municipality
3
Friend/family/self
Maintenance dept.
Water leak in
the street
Broken/blocked Blocked sewer
toilet system
on site
Blocked sewer
in the street
19
36
3
3
19
94
42
36
19
29
29
23
97
7
Q.6
Source: Project Puddle March 2002 n=31
Copyright © 2002 ACNielsen
Business
Copyright © 2002 ACNielsen
Business
Customer Service
Looking at …
how long ago have there been dealings with
the municipality
reason for dealing with municipality
rating of service issues when dealing with
municipality
Copyright © 2002 ACNielsen
Business
Respondents were asked, how long ago, if ever, they have
dealt with anyone from the municipality re any of the
following:
To report a water leak in the street (outside the yard)
To report a water pipe burst
To report a blocked sewer in the street
To report a blocked sewer on the property
To enquire about water restrictions
To enquire about water/sewer account
To enquire about the water meter
To enquire/complain about the quality of water
To enquire/complain about the smell from the wastewater treatment plant
To enquire/complain about the wastewater overflow at the pump station
Copyright © 2002 ACNielsen
Business
History of dealings with Municipality
To report a ...
Base: All Informants
100
80
%
60
40
20
0
Past 6 months
Past year
Longer ago (1 year+)
Never
Water leak in
the street
Water pipe
burst
Blocked sewer
in the street
Blocked sewer
on property
19
7
13
61
6
13
7
74
19
3
10
68
13
87
Q.11
Source: Project Puddle March 2002 n=31
Copyright © 2002 ACNielsen
Business
History of dealings with Municipality
To enquire about ...
Base: All Informants
100
80
60
%
40
20
0
Past 6 months
Past year
Water/sewer account
Water meter
3
58
42
13
6
23
13
13
6
10
3
23
29
77
90
Longer ago (1 year+)
Never
84
Quality of water
W/water overflow at
pump station
Water restrictions
7
Q.11
Source: Project Puddle March 2002 n=31
Copyright © 2002 ACNielsen
Business
When enquiring about ...
My water / sewer account
Base: All who enquired ...
Was treated in a
professional courteous
manner
Immediately directed to
person who could see to
my needs
Problem resolved in a
reasonable time
Followed up with me to
find out if problem had
been sorted out
0
Source: Project Puddle March 2002 n=24
20
40
%
Agree
Copyright © 2002 ACNielsen
60
Disagree
80
100
Not sure
Q.12
Business
When enquiring about ...
My water meter
Base: All who enquired ...
Was treated in a
professional courteous
manner
Immediately directed to
person who could see to
my needs
Problem resolved in a
reasonable time
Followed up with me to
find out if problem had
been sorted out
0
Source: Project Puddle March 2002 n=22
20
40
%
Agree
Copyright © 2002 ACNielsen
60
Disagree
80
100
Not sure
Q.12
Business
Findings
Monitor perceptions in relation to:
y
Satisfaction with services received
y
Problems experienced
y
Customer service
y
Water Services Customer Charter
y
General
y
Importance ratings and Satisfaction levels
Copyright © 2002 ACNielsen
Business
Copyright © 2002 ACNielsen
Business
Water Services Customer Charter
Looking at …
prompted awareness
aided awareness
recall after exposure
where seen before
main message
likes and dislikes
aspects believed to be difficult to understand
aspects believed to be hard to believe
evaluation of picture
perceived impact and reason for this
Copyright © 2002 ACNielsen
Business
Awareness of ...
Base: All Informants
Integrated Development
Plan (IDP)
32
Water Services
Development Plan
29
Water Services Customer
Charter
7
Working for Water
Initiative
39
None of these
49
0
Source: Project Puddle March 2002 n=31
20
40
%
Copyright © 2002 ACNielsen
60
80
Q.15
100
Business
Water Services Customer Charter
- seen before
At cash halls
Base: All informants
Newspaper
With my account
On a number of
occassions
3%
Seen once or twice
23%
Not seen before
74%
Q.16,18
Source: Project Puddle March 2002 n=31
Copyright © 2002 ACNielsen
Business
The Water Services Customer
Charter was then placed in
front of respondent and
removed after 5 seconds
Respondents were asked what
they could recall about the
charter
Copyright © 2002 ACNielsen
Business
Aspects recalled about the charter
Base: All Informants
32
Don't waste water
Free water / 6000 l of
free water
42
16
Save water/use it wisely
Responsibility of
customers/pay for water
10
Providing good quality
water
16
0
20
40
%
60
80
100
Q.17
Source: Project Puddle March 2002 n=31
Copyright © 2002 ACNielsen
Business
The Water Services Customer
Charter was then placed in
front of respondent
Copyright © 2002 ACNielsen
Business
Main message from the charter
Base: All Informants
26
Use water wisely
Providing better services
68
Don't waste water
10
32
Customer's responsibility
Should pay your bill
10
Free water
3
0
Source: Project Puddle March 2002 n=31
20
40
%
Copyright © 2002 ACNielsen
60
80
100
Q.19
Business
Aspects liked about the charter
Base: All Informants
Free water/6000 l of free
water
3
Emphasize importance of
water
19
Impove customer service
94% found something
that they liked
32
7
Colour
23
Well presented / layout
7
Easy to read
Responsibility of
customers
19
0
20
40
60
%
Source: Project Puddle March 2002 n=31
Copyright © 2002 ACNielsen
80
100
Q.20
Business
Aspects disliked about the charter
Base: All Informants
10
Don’t like the layout
23% found something
that they disliked
3
Takes too long to repair
10
Other
0
20
40
60
80
100
%
Source: Project Puddle March 2002 n=31
Q.21
Copyright © 2002 ACNielsen
Business
Any aspects found difficult to understand:
Yes - 52%
‘Potable’ - people won’t understand the word (10%)
Free water (3%)
Some people are uneducated; won’t understand it
(13%)
That they must pay (7%)
Q.22
Source: Project Puddle March 2002 n=31
Copyright © 2002 ACNielsen
Business
Aspects found hard to believe:
Yes - 75%
Receiving 6000 litres free water (26%)
Aim to restore water supply within 6 hours (7%)
Regular water meter readings (3%)
Accurate billings (3%)
Promises (13%)
Q.23
Source: Project Puddle March 2002 n=31
Copyright © 2002 ACNielsen
Business
Main message from the picture
Base: All Informants
48
Don't waste water
19
Save water / use wisely
Will receive better
services
3
Other
32
0
20
40
60
%
Source: Project Puddle March 2002 n=31
Copyright © 2002 ACNielsen
80
100
Q.24
Business
Impact of Water Services
Customer Charter
Base: All informants
Not sure
23%
Will make a
difference
64%
Will not make a
difference
13%
Q.25
Source: Project Puddle March 2002 n=31
Copyright © 2002 ACNielsen
Business
Copyright © 2002 ACNielsen
Business
Likelihood of using treated waste water
for non-drinking at 50% of the price
Base: All informants
Fairly likely
19%
Not at all likely
3%
Very likely
78%
Q.31
Source: Project Puddle March 2002 n=31
Copyright © 2002 ACNielsen
Business
Would a rising tariff scale encourage
businesses to use water more
efficiently?
Base: All informants
No
16%
Don't know
7%
Yes
77%
Source: Project Puddle March 2002 n=31
Copyright © 2002 ACNielsen
Q.32
Business
Percentage of water that businesses
recycles
Base: All informants
Don't know
7%
"2% - 80%"
28%
"0"
65%
Q.33
Source: Project Puddle March 2002 n=31
Copyright © 2002 ACNielsen
Business
Findings
Monitor perceptions in relation to:
y
Satisfaction with services received
y
Problems experienced
y Water Services Customer Charter
y
General
y
Importance ratings and Satisfaction levels
Copyright © 2002 ACNielsen
Business
Copyright © 2002 ACNielsen
Business
Relative Importance
Base: All Informants
89
Ensures quality of drinking water
70
Encourages people to use water wisely
75
Ensures water services are affordable
83
Sustainable supply of water
Minimises the loss of water
75
53
Encourages people to pay for water
65
Ensures people adhere to legislation
Ensures munic. use water wisely
68
Accurate billings based on readings
68
58
Communication with customers
68
Restore supply within 6 hours
66
Lower costs by maintaining sewers
44
Extend water to pot. Customers
65
Environmentally friendly waste system
Water pressure during peak supply
54
0
20
40
%
60
80
100
Q.27
Source: Project Puddle March 2002 n=31
Copyright © 2002 ACNielsen
Business
Levels of Satisfaction
Base: All Informants
Ensures quality of drinking water
2.9
2.1
Encourages people to use water wisely
1.6
Ensures water services are affordable
2.1
Sustainable supply of water
0.2
Minimises the loss of water
1.4
Encourages people to pay for water
0.6
Ensures people adhere to legislation
Ensures munic. use water wisely
-0.2
Accurate billings based on readings
0.3
1.6
Communication with customers
0.9
Restore supply within 6 hours
1
Lower costs by maintaining sewers
2
Extend water to pot. customers
1
Environmentally friendly waste system
2
Water pressure during peak supply
-0.5
0.5
Mean
1.5
2.5
Q.27
Source: Project Puddle March 2002 n=31
Copyright © 2002 ACNielsen
Business
Conclusions
Satisfaction with services received
Businesses are satisfied with the performance of
the municipality in providing water services there was however some dissatisfaction with
‘maintaining the sewer drainage system’
Copyright © 2002 ACNielsen
Business
Conclusions
Customer service
Out of the list of possible reasons to make contact with the
municipality, most of the businesses who had contact did so
the enquire about their water / sewer account or/and water
meter
As was the case with residents, those who had dealings with the
Municipality were mostly satisfied with the service they
received , there is however room for improvement in terms of
‘follow up to find out if the problem has been sorted out’ those who had dealings claims that this does not happen
Copyright © 2002 ACNielsen
Business
Conclusions
Water Services Customer Charter
Only 1 in 4 business claim to have seen the Water Services
Customer Charter before
The Charter was very well received with 94% of businesses
finding something that they liked about it
The key messages taken from the charter were:
the provision of better service and
the responsibility of the customers
to ‘use water wisely’
It is believed that the Charter will make a difference
Copyright © 2002 ACNielsen
Business
Thank You