Customer
Perceptions
and Needs
For: City of Cape Town
Water Services
By:
ACNielsen
September 2004
Structure of Presentation
Introduction
Background
Methodology
Key Findings
Residents
Informal settlements
Business
Conclusions
Copyright © 2004 ACNielsen
Background
y
Tracking survey to investigate needs and
perceptions relating to water services
y
This is the third wave:
y
February and March 2002
y
March to June in 2003
y
May to June in 2004
Copyright © 2004 ACNielsen
Methodology
y
Residents:
-
y
y
A sample of 400 residents, from a database across all household
types, supplied
A sample of 100 residents, drawn from 25 of the largest informal
areas identified, from aerial photographs supplied
Businesses:
- Sample of 25, based on land use and proportionately split by
business/commercial and industrial, selected on an equi-interval
basis
Personal interviews in the preferred language of
respondent, using a semi-structured questionnaire – CAPI
(Computer Assisted Personal Interviewing) and PAPI (Pen
and Paper Interviews)
Copyright © 2004 ACNielsen
Residents
1. Evaluation of services received
2. Behaviour relating to water usage
3. Customer satisfaction
4. Adexpose
Satisfaction levels - overall performance
High
satisfaction
levels of
100
80%+, a slight
decline of ‘very’
80
satisfied
Base: All informants
2002
2003
Overall performance
Overall performance
Overall performance
1
0.4
2004
60
%
40
20
0
Not sure
Very dissatisfied
4
7
4
Dissatisfied
12
10
13
Somewhat satisfied
39
36
42
Very satisfied
46
46
41
Q.1
Source: Project Puddle ‘02, ‘03, ‘04 n=497, 520, 400
How satisfied are you with the overall performance of the City of Cape Town in providing
services to residents?
Residents
Copyright © 2004 ACNielsen
Satisfaction levels – water and sewer
Satisfaction
drainage systems
levels slightly
lower among
low middle and
informal
household types
Base: All informants
100
2002
2003
2004
2002
2003
2004
80
60
%
40
20
0
Drinking
Drinking
Drinking
Providing drinking
water on
tap
water
water
water
Maintain sewer
Maintain
Maintaining
drainage Maintain
systems
sewer
sewer
sewer
0.2
0.2
2
1
4
0.4
2
1
7
7
5
Dissatisfied
4
3
5
10
10
15
Somewhat satisfied
22
17
23
33
27
28
Very satisfied
73
78
71
48
55
48
Not sure
Very dissatisfied
Q.2,3
Source: Project Puddle ’02, ‘03, ‘04 n=497, 520, 400
How satisfied are you with the overall performance of the City of Cape Town in providing
drinking water on tap to residents / maintaining sewer drainage system?
Residents
Copyright © 2004 ACNielsen
Satisfaction levels – water
Even more
positive than
before –
100
especially
‘smell’
Base: All informants
2002
2003
2004
2002
2003
2004
2002
2003
2004
Taste
Taste
Taste
Taste
Smell
Smell
Smell
Smell
7
93
0.4
7
93
4
96
3
5
92
1
5
95
2
98
80
60
%
40
20
0
Not sure
Dissatisfied
Satisfied
Quality of
water toQuality
drink
Quality
Quality
0.2
6
95
1
7
92
1
2
97
Q.7
Source: Project Puddle ‘02, ’03, ‘04 n=497, 520, 400
How satisfied or dissatisfied are you with each of the following?
Copyright © 2004 ACNielsen
Residents
Satisfaction levels – water
Dissatisfaction
with water
pressure 100
mainly upper
income groups
Base: All informants
2002
2003
2004
2002
2003
2004
2002
2003
2004
80
60
%
40
20
0
Not sure
Dissatisfied
Satisfied
Pressur Pressur Pressur
Colour of the water
Texture of the water
Colour
Colour Colour Texture
Texture Texture Water pressure when you
(hard / soft)
e turn on ethe tap e
0.3
7
93
0.4
6
93
3
97
3
2
94
1
2
96
1
3
96
Source: Project Puddle ‘02, ’03, ‘04 n=497, 520, 400
0.2
5
95
0.2
7
93
Q.7
5
95
How satisfied or dissatisfied are you with each of the following?
Copyright © 2004 ACNielsen
Residents
Reasons for dissatisfaction with low
water pressure
Base: All who were dissatisfied/very dissatisfied
Low water pressure (17 mentions)
Water comes out slow / no pressure
Water bursts out
Q.8
Source: Project Puddle 2004 n=17
Why do you say that you are dissatisfied with water pressure when you turn on the tap?
Copyright © 2004 ACNielsen
Residents
Frequency of experiencing problems with
water leakages
Water leakages in
street mostly
mentioned by 100
those in informal
household types
Base: All informants
2002
2003
2004
2002
2003
2004
2002
2003
2004
2002
2003
2004
80
60
%
40
20
0
In the street
Str
Str
Str
Pipe
Pipe
On site/ outside
WaterPipe
pipes that
In theDwell
dwelling
Site Site Site Dwell
Dwell
dwelling
burst burst
burst burst
Up to once a month
10
6
11
7
5
5
5
6
8
5
2
3
Every few months
23
17
17
11
9
5
10
6
6
14
7
6
Never
66
77
72
82
86
89
85
88
86
82
91
91
Source: Project Puddle ’02, ‘03, ‘04 n=497, 520, 400
Q.4,5
How often do you experience problems with water leakages?
Copyright © 2004 ACNielsen
Residents
Contact when problems are experienced
Base: All informants
2002
100
2003
2004
2003
2002
2004
95
94
91
80
A growing number of residents
would contact the Municipality
when experiencing these types
of problems
60
%
36
40
49
44
43
33
25
29
28 28
20
3
0
100
2002
2003
2004
2002
2003
2
3
the street
the street
Plumber
Municipality
35
34
23
26
18
22
13
Friend/family member/self
19
13
10
3
3
0
Broken
Broken
Broken
Broken/blocked
toilet system
toilet
toilet
toilet
Blocked sewer on site
1
1
3
Blocked
Blocked
Blocked
Blocked
sewer site sewer site sewer site sewer str
1
Blocked
Blocked
Blocked sewer
sewer
in the
street
str sewer str
Source: Project Puddle ’02, ‘03, ‘04 n=497, 520, 400
Q.6
Who would you contact when you experience…?
Copyright © 2004 ACNielsen
1
Water
Water leak in
leak
in leak
theinstreet
91
49
45
42
36
23
20
95
Water
leak in
Water
the street
1
2004
59
60
40
94
2003
71
67
%
2002
2004
80
Leaking
tap on
tap on dwelling
Leaking tap on
Leaking
tapLeaking
on site/in
site
site
site
2
Residents
1. Evaluation of services received
2. Behaviour relating to water usage
3. Customer satisfaction
4. Adexpose
1 in 4 still disagree that most
people are conscious of
conserving water – especially
those in high inc. households
100
2002
2003
Perceptions
Base: All informants
2004
2002
2003
2004
2002
2003
2004
80
60
%
40
20
0
People
People
People
Most people
are conscious
consc. of
consc. of consc. of
of conserving
water
conserv.
conserv.
conserv.
Duty to Wastewater Wastewater Wastewater
Duty to
It is ourDuty
dutytoto report
Waste water often pollutes
often
often
often
report
report
report
water leaks in the street
our
rivers pollutes
pollutes
pollutes
water leak water leak water leak
Not sure
3
4
5
2
2
Disagree
28
25
26
3
2
Agree
69
71
69
95
96
10
4
7
3
7
7
6
97
83
89
87
Q.10
Source: Project Puddle ’02, ‘03, ‘04 n=497, 520, 400
To what extent do you agree or disagree with each of the following?
Copyright © 2004 ACNielsen
Residents
More agree that CT water cost same/more
than rest of SA, more disagree that CT
water cost less, fewer disagree than we
pay too much for water
Perceptions
2003
2004
2003
2004
Base: All informants
2003
2004
2004
2003
2004
2004
100
80
60
%
40
20
0
Water
In CT waterWater
cost
costs
costsless
lessthan
SA less
than
than
Water
In CT waterWater
cost
costs
costs
same/more
same/
same/
paypayMost
Pay too Most
Pay
too Generally
Generally
pay too
Most
overpay Illegalfor serv. rain water
serv.allocation
too much for forfree
much
forfor pay
much
water
to sewer
over &
much for sewerage over &
water
Not sure
66
61
68
65
14
21
17
18
17
41
Disagree
16
22
17
15
36
29
28
12
14
24
18
17
15
Agree
Source: Project Puddle ‘03, ‘04 n=520, 400
20
50
50
55
70
69
36
Q.10
To what extent do you agree or disagree with each of the following?
Copyright © 2004 ACNielsen
Residents
Perception
Increased awareness of
water restriction in place
100
2003
2004
Base: All informants
2003
2004
2003
2004
2003
2004
2003
2004
80
60
%
40
20
0
Most adhere
to
Restrictions
only
Restrict.
Restrict.
People
People
water restrictions
introduced if
only if
adhere to adhere to only if
when introduced
necessary
necess.
restriction restriction necess.
All restrictions
No watering
Use of h/pipes
for
H/pipes
H/pipes
No
No
Restrictio
Restrictio
have been lifted
permitted 10h00 –
washing cars, etc.
for
for
ns have watering - watering ns have
16h00
is prohibited
10-16h00 10-16h00 washing washing
been
been
Not sure
6
6
4
4
33
38
34
33
29
32
Disagree
26
26
6
3
15
27
29
15
35
20
Agree
68
68
90
93
52
35
37
52
36
48
Q.10b
Source: Project Puddle ‘03, ‘04 n=520, 400
Please tell me to what extent you agree or disagree with each of the following?
Copyright © 2004 ACNielsen
Residents
Behaviour changed to conserve water
Base: All informants who changed behaviour
Main motivator among
upper income: “adhere to
water restrictions”, the rest:
“increase in price”
Yes (n=151)
Especially upper income – high
middle, low middle h/hold type
No
61%
Yes
39%
2003:
No
Yes
43
57
Had to use less, price of
services increased (40%)
Information provided by
government on water
conservation (29%)
Had to adhere to water
restrictions (20%)
Greater awareness to save
water / greater
responsibility to the
environment (7%)
Q.18, 19
Source: Project Puddle ‘03, ‘04 n=520, 400
What was your main reason for changing your behaviour to conserve water?
Copyright © 2004 ACNielsen
Residents
Ways in which behaviour was changed
Base: All informants who changed behaviour
39% changed behaviour
Re-using water from bath/shower (39%)
Use water sparingly (28%)
Removed some of the lawn / grass (8%)
Take a shower instead of a bath (7%)
Planted indigenous plants/water saving plants (6%)
Water the garden less often (5%)
Do washing less often (5%)
Q.19a
Source: Project Puddle 2004 n=400
In what way have you/your household changed your behaviour to specifically conserve water
over the past year?
Residents
Copyright © 2004 ACNielsen
Watering the garden / re-use of water
Base: All informants
Slightly more re-use bath/shower water
77 84
73
Municipal water - outside tap
79
Water from bath/shower
the
r
e
t
Wa arden
g
6
No garden
14
10
2002
2003
2004
15
34
4
Bore hole/well point
er
t
a
w
ing thes,
h
s
Wa es,clo wer
dish th,sho
Use it for the garden
ba
13
20
Nothing - runs through the system
76
0
20
40
60
80
84
100
%
Q.9, 20
Source: Project Puddle ’02, ‘03, ‘04 n=497, 520, 400
Which of the following do you use to water the garden? What do you usually do with your
washing water (dishes/clothes/bath/shower), after use?
Residents
Copyright © 2004 ACNielsen
Low awareness and usage of Hippo bag
Base: All informants
94% have NOT heard of a Hippo bag
Less than 1% have installed a Hippo bag
Q.19a,c
Source: Project Puddle 2004 n=400
Ihave you heard of a Hippo bag before?
Copyright © 2004 ACNielsen
Residents
Water efficient fittings
Some awareness and installations,
but low level of commitment
Base: All informants
15% have heard of water efficient fittings
6% have installed
Around 1 in 4 (24%) plan to install, however
Mostly “Sometime in the future, not sure when” (86%)
Reasons for NOT planning to install ….
“never heard of it before”
“too expensive”
Q.19a,d
Source: Project Puddle 2004 n=400
Have you heard of water efficient fittings before? Have you installed any?
Are you planning to? When?, Why not?
Copyright © 2004 ACNielsen
Residents
Water Week Initiative
Base: All informants
Participation higher amongst lower
income groups (14%)
Heard (n=128)
Heard of
Don’t waste water / save
water (75%)
35
Educating people on the
importance and quality of
water (3%)
Take part
8
0
20
40
%
60
80
100
Q.13a,b
Source: Project Puddle 2004 n=400
Have you heard of the National Water Week initiative? What have you heard? Take part?
Copyright © 2004 ACNielsen
Residents
Bottled water frequency and reason for buying
Base: All informants
Fewer people claim to buy bottled water,
those who do – because of taste
Up to once a
week (12%)
5%
Every 2-3
weeks(3%)
2%
Once a month
(5%)
7%
Ever bought (n=87)
Less often
(11%)
8%
Prefer the taste of water to
cold drink / other
beverages (32%)
Believe it is purer / cleaner
than tap water (24%)
Believe it is the best thirst
quencher (13%)
Never (69%)
78%
2003 figures (in brackets)
Use on a long journey (8%)
See everyone drinks bottled
water these days (4%)
Q.21, 22
Source: Project Puddle 2004 n=400
How often, if ever, do you buy bottled water to drink? Why?
Copyright © 2004 ACNielsen
Residents
Water / sewer account –
whether received and understood
Base: All informants
Most receive and understand the account
Yes (n=354)
Very easy to understand (67%)
No
11%
Receive account
Not so easy to understand (24%)
Almost impossible to understand
(9%)
Accurate (n=354)
Accurate – every time (41%)
Yes
89%
Accurate – almost always, but not
every time (46%)
Not accurate at all (13%)
Q.20a,b,c
Source: Project Puddle 2004 n=400
Do you regularly receive a water/sewer account / Do you feel the water/sewer account is …?
Copyright © 2004 ACNielsen
Residents
Water / sewer account –
amount calculated
Always
(19%)
Account
are mostly not checked
Base: All informants
To see if the amount is correct (37%)
Amount to more than I expect/more than
normal (17%)
To compare with previous
months (13%)
Always
Like to know what I’mcalculate
paying for (12%)
19%
To control usage (11%)
Sometimes
Sometimes (19%) calculate
19%
To see if the amount is correct (46%)
Like to know what I’m paying for (12%)
Sometimes the amount is more than I
expect (11%)
To control usage (7%)
Never (62%)
I assume/trust/believe it is
correct (38%)
Don’t
know how to calculate
Never
calculate
it/not
62% user friendly (29%)
Pay because we have to/don’t
want the water cut (9%)
Never thought of checking (5%)
Account always seem to be
consistent (4%)
No time (4%)
Q.c,d.e
Source: Project Puddle 2004 n=354
I assume/trust/believe
it opinion
is correct
(7%) account…/ Do you calculate to check or verify? / Why?
And in your
is the water/sewer
Copyright © 2004 ACNielsen
Residents
Stories/rumours heard about water or the
provision of water in City of Cape Town
Base: All informants
23% heard something (’02: 41%,
’03: 38%)
Don’t waste water (4%)
Pre-paid water in the future (3%)
There is a shortage of water (2%)
Water levels of dams are low (2%)
New dam (2%)
Water restrictions (2%)
Q.14
Source: Project Puddle ’02, ‘03, ‘04 n=497, 520, 400
What stories/rumours, if any, have you seen/heard about water or the provision of water in the
City of Cape Town?
Residents
Copyright © 2004 ACNielsen
Stories/rumours heard about charges
relating to use of borehole water in the
City of Cape Town
Base: All informants
3% heard something
People are going to pay for it (2%)
Q.14a
Source: Project Puddle 2004 n=400
What stories/rumours, if any, have you seen/heard about charges relating to the use of
borehole water?
Residents
Copyright © 2004 ACNielsen
1. Evaluation of services received
2. Behaviour relating to water usage
3. Customer satisfaction
4. Adexpose
History of dealing with municipality
Base: All informants
Low levels of interaction with municipality
100
2002 2003
2004 2002 2003
2004 2002
2003 2004 2002
2003 2004 2002 2003 2004
80
60
%
40
20
0
Water
Report water
leak
leak in street
street
Water
Report water
pipe
pipe burst
burst
SewBlocked
in
sewer in str.
stre
Block. sewer
Sew
pron property
Water
Enq. about
restric
water restrict.
tions
Past 6 months
3
4
3
4
2
2
3
4
3
4
4
4
3
0.4
1
Past year
4
1
2
3
2
1
2
2
1
3
4
2
2
1
Longer ago
6
4
4
5
4
4
5
4
2
9
6
8
2
2
1
Never
88
90
91
88
91
92
91
90
93
84
86
87
93
97
99
Q.11
Source: Project Puddle ’02, ‘03, ‘04 n=497, 520, 400
How long ago, if ever, have you dealt with anyone from the municipality regarding any of the
following?
Residents
Copyright © 2004 ACNielsen
History of dealing with municipality
Base: All informants
Low levels of interaction with municipality
100
2002 2003
2004 2002 2003
2004 2002
2003 2004 2002
2003 2004 2002 2003 2004
80
60
%
40
20
0
Enq.Enquiries
about account
Acc
Enq.Enquiries
about meter
Meter
Enq.
Enq./compl.
Qual
water quality
w
Past 6 months
10
9
10
3
4
4
0.4
1
1
Past year
6
4
3
3
2
2
0.4
0.3
0.2
Longer ago
8
8
9
4
8
6
1
1
0.4
Never
76
78
78
89
86
87
98
98
99
Enq.
Smell w/w
smell
treat. plant
w/w
1
Enq.
W/w o/flow at
w/w
pump station
o/f at
1
1
1
1
0.1
0.5
0.4
0.2
2
0.2
1
2
0.4
0.5
97
98
98
97
99
99
Q.11
Source: Project Puddle ’02, ‘03, ‘04 n=497, 520, 400
How long ago, if ever, have you dealt with anyone from the municipality regarding any of the
following?
Residents
Copyright © 2004 ACNielsen
Evaluation of service
Base: All informants
Treated in a
professional and
courteous manner
No follow-up to monitor
problem resolution and
some concern re time
taken to resolve when
reporting water pipe burst
Imm. directed to
person who could
see to my needs
Water leak in street
Problem resolved
in reasonable time
Water pipe burst
Followed up with
me to find out if
problem sorted
out
Blocked sewer - street
-4
Comp. disagree
-2
0
2
4
Comp. agree
Q.12
Source: Project Puddle 2004 n=39, 29, 26
Thinking about the time you had contact with municipality to…, to what extent would you agree
or disagree with each of the following statement?
Residents
Copyright © 2004 ACNielsen
Evaluation of service
Base: All informants
Treated in a
professional and
courteous
manner
No follow-up to monitor
problem resolution
Imm. directed to
person who
could see to my
needs
Blocked sewer in property
Problem resolved
in reasonable
time
Enquiries about account
Enquiries water meter
Followed up with
me to find out if
problem sorted
out
-4
Comp. disagree
-2
0
2
4
Comp. agree
Q.12
Source: Project Puddle 2004 n=45, 84, 46
Thinking about the time you had contact with municipality to…, to what extent would you agree
or disagree with each of the following statement?
Residents
Copyright © 2004 ACNielsen
Evaluation of service
Report a water leak in the street
Base: All informants
Treated in a
professional and
courteous manner
No follow-up to monitor
problem resolution
Imm. directed to
person who could
see to my needs
Problem resolved
in reasonable time
2002
Followed up with
me to find out if
problem sorted
out
2004
2003
-4
Comp. disagree
-2
0
2
4
Comp. agree
Q.12
Source: Project Puddle ’02, ‘03, ‘04 n=69, 49, 39
Thinking about the time you had contact with municipality to…, to what extent would you agree
or disagree with each of the following statement?
Residents
Copyright © 2004 ACNielsen
Evaluation of service
Report a water pipe burst
Base: All informants
Treated in a
professional and
courteous manner
No follow-up to monitor
problem resolution and
some concern re time
taken to resolve problem
Imm. directed to
person who could
see to my needs
Problem resolved
in reasonable time
2002
Followed up with
me to find out if
problem sorted
out
2004
2003
-4
Comp. disagree
-2
0
2
4
Comp. agree
Q.12
Source: Project Puddle ’02, ‘03, ‘04 n=67, 47, 29
Thinking about the time you had contact with municipality to…, to what extent would you agree
or disagree with each of the following statement?
Residents
Copyright © 2004 ACNielsen
Evaluation of service
Report a blocked sewer in the street
Base: All informants
Treated in a
professional and
courteous manner
No follow-up to monitor
problem resolution – even
lower ratings than before
Imm. directed to
person who could
see to my needs
Problem resolved
in reasonable time
2002
Followed up with
me to find out if
problem sorted
out
2004
2003
-4
Comp. disagree
-2
0
2
4
Comp. agree
Q.12
Source: Project Puddle ’02, ‘03, ‘04 n=52, 54, 26
Thinking about the time you had contact with municipality to…, to what extent would you agree
or disagree with each of the following statement?
Residents
Copyright © 2004 ACNielsen
Evaluation of service
Report a blocked sewer in my property
Base: All informants
Treated in a
professional and
courteous manner
No follow-up to monitor
problem resolution – lower
ratings than before
Imm. directed to
person who could
see to my needs
Problem resolved
in reasonable time
2002
Followed up with
me to find out if
problem sorted
out
2004
2003
-4
Comp. disagree
-2
0
2
4
Comp. agree
Q.12
Source: Project Puddle ’02, ‘03, ‘04 n=86, 55, 45
Thinking about the time you had contact with municipality to…, to what extent would you agree
or disagree with each of the following statement?
Residents
Copyright © 2004 ACNielsen
Evaluation of service
Enquiries about water / sewer account
Base: All informants
Treated in a
professional and
courteous manner
No follow-up to monitor
problem resolution
Imm. directed to
person who could
see to my needs
Problem resolved
in reasonable time
2002
Followed up with
me to find out if
problem sorted
out
2004
2003
-4
Comp. disagree
-2
0
2
4
Comp. agree
Q.12
Source: Project Puddle ’02, ‘03, ‘04 n=123, 94, 84
Thinking about the time you had contact with municipality to…, to what extent would you agree
or disagree with each of the following statement?
Residents
Copyright © 2004 ACNielsen
Evaluation of service
Enquiries about water meter
Base: All informants
Treated in a
professional and
courteous manner
No follow-up to monitor
problem resolution
Imm. directed to
person who could
see to my needs
Problem resolved
in reasonable time
2002
Followed up with
me to find out if
problem sorted
out
2004
2003
-4
Comp. disagree
-2
0
2
4
Comp. agree
Q.12
Source: Project Puddle ’02, ‘03, ‘04 n=66, 55, 46
Thinking about the time you had contact with municipality to…, to what extent would you agree
or disagree with each of the following statement?
Residents
Copyright © 2004 ACNielsen
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 © 2004 ACNielsen
Residents
Relative Importance
Base: All informants
84
Ensures quality of drinking water
80
Encourages people to use water wisely
Ensures water services are affordable
83
73
Sustainable supply of water
Minimises the loss of water
72
68
Encourages people to pay for water
73
Ensures people adhere to legislation
Ensures munic. use water wisely
72
74
Accurate billings based on readings
Communication with customers
70
72
Restore supply within 6 hours
71
Lower costs by maintaining sewers
Extend water services to pot. customers
70
66
Environmentally friendly w/water system
Water pressure during peak supply
61
0
20
40
%
60
80
100
Q.15
Source: Project Puddle 2004 n=400
Choose the one you regard as most important – and least important?
Copyright © 2004 ACNielsen
Residents
Relative Importance
Base: All informants
81
85
84
Ensures quality of drinking water
78
Encourages people to use water wisely
83
80
78
Ensures water services are affordable
Sustainable supply of water
75
78
73
Minimises the loss of water
73
73
72
0
72
72
68
Encourages people to pay for water
40
%
60
83
83
80
2003
2004
100
65
65
Restore supply within 6 hours
71
74
73
Ensures people adhere to legislation
20
2002
62
Lower costs by maintaining sewers
68
Ensures munic. use water wisely
67
Accurate billings based on readings
73
72
Extend water services to pot. customers
73
74
Environmentally friendly w/water
system
67
70
70
Communication with customers
0
20
40
%
60
100
71
71
62
66
70
60
69
66
54
58
61
Water pressure during peak supply
80
72
0
20
40
%
60
80
100
Q.15
Source: Project Puddle ’02, ‘03, ‘04 n=497, 520, 400
Choose the one you regard as most important – and least important?
Copyright © 2004 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 © 2004 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 © 2004 ACNielsen
Residents
Satisfaction versus Importance
Base: All informants
3
Water pressure during
peak supply
Satisfaction
Sustainable
supply of water
2.5
Restore supply within 6 hours
Env. friendly w/water system
Extend water services to pot. customers
Effective communication
Ensures quality of
water, meets
requirements
Encourage people to
use water wisely
Minimise the loss of water
Lower costs by maintaining sewers
2 Encourage people to pay for water
Ensures mun. use water wisely
Ensure people adhere to legislation
Ensures water services
are affordable
Accurate billing based on
monthly meter readings
1.5
60
65
70
75
80
85
Importance
Source: Project Puddle 2004 n=400
Copyright © 2004 ACNielsen
Residents
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 © 2004 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 environmentally friendly waste water
systems
Extends water services as rapidly as possible
to potential customers
Restore supply within 6 hours after an
unplanned interruption
Ensures courteous, effective and efficient
communication with customers
Ensures the quality of water meets drinking
water requirements
Low Importance, Low Satisfaction
High Importance, Low Satisfaction
Encourage people to pay for water services
Ensures that water services are affordable
Ensures that the municipality uses water
wisely
Ensures that people adhere to legislation
regulating the use/misuse of water
Minimises the loss of water
Ensures lower costs by maintaining sewers
Source: Project Puddle 2004 n=400
Encourages the public to use water wisely
Ensures a sustainable supply of water for
future generations
Provide informative, accurate billings based
on monthly meter readings
Importance
Copyright © 2004 ACNielsen
Residents
GAP Analysis : 2003 - 2004
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 environmentally friendly waste water
systems
Extends water services as rapidly as possible
to potential customers
Restore supply within 6 hours after an
unplanned interruption
Ensures lower costs by maintaining sewers
Ensures the quality of water meets drinking
water requirements
Low Importance, Low Satisfaction
High Importance, Low Satisfaction
Encourage people to pay for water services
Ensures that water services are affordable
Ensures courteous, effective and efficient
communication with customers
Ensures that people adhere to legislation
regulating the use/misuse of water
Encourages the public to use water wisely
Ensures a sustainable supply of water for
future generations
Provide informative, accurate billings based
on monthly meter readings
Ensures that the municipality uses water
wisely
Minimises the loss of water
Source: Project Puddle ’02, ‘03, ‘04 n=497, 520, 400
Importance
Copyright © 2004 ACNielsen
Residents
1. Evaluation of services received
2. Behaviour relating to water usage
3. Customer satisfaction
4. Adexpose
Adexpose
Filter question to establish literacy
(English, Afrikaans, Xhosa)
Show relevant copies of adverts that appeared in
print media
Place each adverts into one of 3 categories
I have seen this ad on a number of occasions
I have seen this ad once or twice
I have not seen this ad before
Based on recognition, rather than recall
Copyright © 2004 ACNielsen
Residents
Exposure to advertising – English
Base: All informants who understand English
100
80
60
%
40
20
0
People
running in sea
Children in
bath
Sunny skies
are lekker
Do what
Catch a wake
mother says
up
Water is
precious
Fixed your
leak yet
Water is
worth saving
Not seen
83
77
90
87
87
78
83
81
Once or twice
10
14
6
7
8
12
10
11
Number of occ
7
9
4
6
5
10
7
9
PD.1
Source: Project Puddle 2004 n=371
Copyright © 2004 ACNielsen
Residents
Exposure to advertising - Afrikaans
Base: All informants who understand Afrikaans
100
80
%
60
40
20
0
People running in sea
Children in bath
"Sonnige dae is
lekker"
"Lekkasies is nie lekker
"Vasdraai, min water"
nie"
Not seen
84
78
84
84
84
Once or twice
9
14
8
9
10
Number of occ
8
9
8
7
5
PD.1
Source: Project Puddle 2004 n=304
Copyright © 2004 ACNielsen
Residents
Exposure to advertising – Xhosa
Base: All informants who understand Xhosa
100
80
60
%
40
20
0
Water is precious
Fixed your leak yet
Water is worth saving
Not seen
56
56
59
Once or twice
15
17
12
Number of occ
29
27
29
PD.1
Source: Project Puddle 2004 n=129
Copyright © 2004 ACNielsen
Residents
Adexpose
Based on recognition of adverts…
I have seen this ad on a number of occasions
I have seen this ad once or twice
I have not seen this ad before
Exposure groups are formed…
Nil exposure
Low/Medium exposure
High exposure
Copyright © 2004 ACNielsen
Residents
Most people adhere to water restrictions
when they are introduced
Base: All informants
4
2
0
-2
Line 1
Nil
Low/Medium
High
1.8
2.18
2.31
Q.1
Source: Project Puddle 2004 n=400
Copyright © 2004 ACNielsen
Residents
Most people are conscious of conserving
water
Base: All informants
4
2
0
-2
Line 1
Nil
Low/Medium
High
1.15
1.25
1.65
Q.10
Source: Project Puddle 2004 n=400
Copyright © 2004 ACNielsen
Residents
Water restrictions
Base: All informants
Increased exposure leads
to a belief that water
restrictions are in place
4
2
0
-2
Nil
Low/Medium
High
All water restrictions have
been lifted
0.42
0.31
0.05
No watering 10-16h00
0.62
1.12
1.6
Hose pipe to wash paving
prohibited
0.56
0.99
1.35
Q.10
Source: Project Puddle 2004 n=400
Copyright © 2004 ACNielsen
Residents
Behaviour changed to conserve water
Base: All informants
100
80
60
40
20
0
Line 1
Nil
Low/Medium
High
38
33
47
Q.18
Source: Project Puddle 2004 n=400
Copyright © 2004 ACNielsen
Residents
Informal
Settlements
Satisfaction levels - overall performance
Base: All informants
100
Residents are rather
dissatisfied with overall
performance
80
60
%
2003
52
2004
40
25
20
20
25
24
20
12
13
3
6
0
Very satisfied
Somewhat
satisfied
Dissatisfied
Very dissatisfied
Not sure
Q.1
Source: Project Puddle ‘03, ‘04 n=100, n=100
How satisfied are you with the overall performance of the City of Cape Town in providing
services to residents?
Informal Settlements
Copyright © 2004 ACNielsen
Satisfaction levels – water pressure
Base: All informants
2003
One in 3 complain about
water pressure
2004
100
Dissatisfied (n=27)
80
Water comes out slow/
no pressure
60
%
40
Water bursts out
20
0
Water Pressure
Water Pressure
Not sure
1
2
Dissatisfied
11
27
Satisfied
88
71
Q.7
Source: Project Puddle ‘03, ‘04 n=100, n=100
How satisfied or dissatisfied are you with each of the following?
Copyright © 2004 ACNielsen
Informal Settlements
Contact when problems are experienced
Base: All informants
2003
100
2004
2003
2004
86
79
80
Would mostly contact the
Municipality when experiencing
these types of problems
79
66
%
60
40
19
20
13
10
4
Leaking tapLeaking
on site
tap on site
0
Leaking tap on site
2003
100
2004
2003
4
3
5
9
Water leak in the street
Water leak in the street Water leak in the street
2004
89
84
83
80
Plumber
68
60
Municipality
%
40
20
Friend/family/Street committee
12
15
4
0
8
Broken toilet
Broken toilet
Broken/blocked
toilet
system
Source: Project Puddle ‘03, ‘04 n=100, n=100
1
4
Blocked sewer str
9
3
Blocked sewer str
Blocked sewer in the street
Q.6
Who would you contact when you experience…?
Copyright © 2004 ACNielsen
Informal Settlements
Perceptions
Base: All informants
100
2003
2004
2003
2004
2003
2004
80
60
%
40
20
0
to report
Most consc.
people
conscious
It tois report
our dutyDuty
to report
People
of are
People
consc. of Duty
water leak in
conserv.
water
conserv.
leak leaks
street in the street
of conserving
waterwater water
water
street
Not sure
15
12
3
Disagree
31
21
5
Agree
54
67
92
Waste water
pollutes
Wastewater
often often
Wastewater
often
pollutes rivers
pollutes rivers
our rivers
8
10
3
21
7
97
71
83
Q.10
Source: Project Puddle ‘03, ‘04 n=100, n=100
To what extent do you agree or disagree with each of the following?
Copyright © 2004 ACNielsen
Informal Settlements
Perceptions
Base: All informants
Mostly unsure of cost issues
2003
2004
2003
2004
2003
2004
2004
2003
2004
2004
100
80
60
%
40
20
0
Water
In CT waterWater
cost
costs
costsless
lessthan
SA less
than
than
Water
In CT waterWater
cost
costs
costs
same/more
same/
same/
paypayMost
Pay too Most
Generally
Generally Generally
pay too
Most
overpay Illegalfor serv. rain water
serv.allocation
too much for forfree
pay
too for pay
much
water
to sewer
over &
much for much for sewerage over &
Not sure
54
67
66
85
50
63
66
37
39
19
Disagree
13
3
20
9
20
13
19
4
14
6
Agree
33
30
14
6
30
24
16
59
47
75
Source: Project Puddle ‘03, ‘04 n=100, n=100
Q.10
To what extent do you agree or disagree with each of the following?
Copyright © 2004 ACNielsen
Informal Settlements
Perception
Increased awareness of
water restriction in place
100
2003
2004
Base: All informants
2003
2004
2003
2004
2003
2004
2003
2004
80
60
%
40
20
0
Most adhere
to
Restrictions
only
All restrictions
No watering
Use of h/pipes
for
H/pipes
H/pipes
No
No
Restrictio
Restrictio
Restrictio
Restrictio
People
People
water restrictions
introduced if
have now been
permitted 10h00 –
washing cars, etc.
for
for
ns have watering - watering adhere to adhere to ns only if ns only if ns have
when introduced
necessary
lifted
16h00
is prohibited
10-16h00 10-16h00 washing washing
been
been
necess.
restriction restriction necess.
Not sure
8
5
14
10
52
40
34
21
27
12
Disagree
33
26
8
8
15
15
21
31
32
21
Agree
59
69
78
82
33
45
45
48
41
66
Q.10b
Source: Project Puddle ‘03, ‘04 n=100, n=100
Please tell me to what extent you agree or disagree with each of the following?
Copyright © 2004 ACNielsen
Informal Settlements
Awareness and participation - Water Week
Base: All informants
Heard of
19
Don't waste water
56
0
20
40
%
60
80
100
Q.13a,b
Source: Project Puddle 2004 n=100
Have you heard of the National Water Week initiative? What have you heard? Take part?
Copyright © 2004 ACNielsen
Informal Settlements
Behaviour changed to conserve water
Base: All informants who changed behaviour
Yes (n=11)
Fewer people changed
their behaviour
Had to adhere to water
restrictions
Yes
11%
Information provided by
government on water
conservation
No
89%
2003:
No
Yes
67
33
Q.18, 19
Source: Project Puddle ‘03, ‘04 n=100, n=100
What was your main reason for changing your behaviour to conserve water?
Copyright © 2004 ACNielsen
Informal Settlements
Ways in which behaviour was changed
Base: All informants who changed behaviour
11% changed behaviour
Use water sparingly
Do washing less often
Q.19a
Source: Project Puddle 2004 n=100
In what way have you/your household changed your behaviour to specifically conserve water
over the past year?
Informal Settlements
Copyright © 2004 ACNielsen
Awareness and some positive response
to a pre-payment system
Base: All informants
25% have heard of pre-payment system, such as
the electricity pre-payment system
Around 1 in 2 (52%) think a pre-payment system
for water would be a good system
44% personally want pre-payment system for water
56% do not want a pre-payment system for water
Q.20f,g,h
Source: Project Puddle 2004 n=400
Have you heard of pre-payment system, such as electricity pre-payment system? Do you think it
would be…? Would you personally want to have it?
Copyright © 2004 ACNielsen
Informal Settlements
Relationship between user and supplier
Base: All informants
100
80
60
%
40
20
0
2003
2004
Part of the people
12
17
Part of the community
27
22
Citizen
4
3
Consumer
6
4
Customer
9
10
Client
2
2
Resident
40
42
Q.25
Source: Project Puddle ’03, ‘04 n=100, n=100
Thinking about relationship between you personally as a user of Water services, and the
supplier of Water services, i.e. the Municipality, which one of the following words would you use
to describe you personally?
Informal Settlements
Copyright © 2004 ACNielsen
Stories/rumours heard about water or the
provision of water in City of Cape Town
Base: All informants
25% heard something (35% ‘03)
Don’t waste water (7%)
More taps in our area (5%)
We must pay for our water (2%)
Water supply cuts if no payments made (2%)
Q.14
Source: Project Puddle 2004 n=100
What stories/rumours, if any, have you seen/heard about water or the provision of water in the
City of Cape Town?
Informal Settlements
Copyright © 2004 ACNielsen
Consulted when decision taken about
provision of basic water and sanitation
Base: All informants
Fewer claim to have been
consulted
Yes (n=15)
Public meetings (87%)
Yes
15%
No
85%
Councillors visits (13%)
2003: Yes (n=27)
Public meetings (93%)
Door-to-door visits (19%)
Councillors visits (7%)
Q.B1,B2
Source: Project Puddle ‘03, ‘04 n=100, n=100
As far as you know, were the people in this area where you live consulted when decisions were
taken about the provision of basic water and sanitation to this area? Which of the following was
Informal Settlements
used?
Copyright © 2004 ACNielsen
Rights as resident of Cape Town
Water Services - spontaneous
Base: All informants
Want own taps
75
Flush toilets
21
Clean water
12
Houses
10
Communal taps
7
Inform us when they are going to interrupt water
5
Own toilets
3
Access to water
2
Nothing
2
Don't know
1
0
20
40
%
Source: Project Puddle 2004 n=100
60
80
100
Q.B3
Thinking about water specifically, which water services do you believe are part of your rights as
a resident of Cape Town?
Informal Settlements
Copyright © 2004 ACNielsen
Rights as resident of Cape Town
Basic sanitation - spontaneous
Base: All informants
Flush toilet
66
Municipality to provide
25
Own private toilet
8
Don't know
1
0
20
40
Source: Project Puddle 2004 n=100
60
%
80
100
Q.B4
And in terms of basic sanitation, which basic sanitation services do you believe are part of your
rights as a resident of Cape Town?
Informal Settlements
Copyright © 2004 ACNielsen
Drinking water taken from a communal tap
Base: All informants
2% pay for water
Neighbours
5%
Other
6%
Communal tap
89%
Q.B5a,b
Source: Project Puddle 2004 n= 100
Where do you get water to drink? Do you pay for this water?
Copyright © 2004 ACNielsen
Informal Settlements
The bush / bush toilet is mainly used
Base: All informants
4% pay for toilet facility
Trees
7%
Friend/neighbour
10%
Communal toilet
15%
Bucket
19%
Bush/bush toilet
40%
Flush toilet
7%
Other
2%
Q.B5a
Source: Project Puddle 2004 n= 100
Where / what are your toilet facilities? Do you pay for this facility?
Copyright © 2004 ACNielsen
Informal Settlements
Rights as resident of Cape Town
Water Services - aided
Base: All informants
Yes
No
Basic water (stand pipe-200m)
Yes (2003)
D/k
100
100
Free water, 25l/pp/pd
18
78
Health & hygiene educ.
95
Hygenic & safe toilet fac.
97
98
30
86
10
94
Chemical toilet 4
20
40
60
%
99
1
99
Flush type toilet
Source: Project Puddle ‘03, ‘04 n=100, n=100
5
96
Bucket type toilet 4
0
73
1
99
Ventilated pit latrine
4
80
4
18
2
16
100
Q.B5
Which of the following services do you believe are part of your rights as a resident of Cape
Town?
Informal Settlements
Copyright © 2004 ACNielsen
Basic water supply
(stand pipe within 200m from where you live)
Base: All informants
Yes
No
D/k
Yes (2003)
Part of
your rights
Available
where you
live
Have
access to it
In a
working
order
100
100
86
65
14
63
86
85
1
60
80
Source: Project Puddle ‘03, ‘04 n=100, n=100
60
Council/munic.
Government
4
Provided
by
81
3
Maintained
by
3
79
4
Funds to
build from
82
Funds to
maintain
from
100
Self/community
D/k
5
81
0
10
20
30
40
50
Q.B5-B12
60
Which of the following services do you believe are part of your rights? Are provided? Do you
have access to? Is in a working order?
Informal Settlements
Copyright © 2004 ACNielsen
Free water
(25 litres per person, per day)
Base: All informants
Yes
No
D/k
Yes (2003)
Part of
your rights
78
18
Available
where you
live
75
25
73
4
Have
access to it
In a
working
order
Self/community
D/k
Provided
by
5
Maintained
by
5
Funds to
build from
4
0
20
40
60
80
Source: Project Puddle ‘03, ‘04 n=100, n=100
Council/munic.
Government
Funds to
maintain
from
100
0
5
10
15
Q.B5-B12
Which of the following services do you believe are part of your rights? Are provided? Do you
have access to? Is in a working order?
Informal Settlements
Copyright © 2004 ACNielsen
20
Health and hygiene education
Base: All informants
Yes
No
D/k
Yes (2003)
Part of
your rights
Available
where you 2
live
95
100
5
1
98
Have
2
access to it
1
In a
working 2
order
1
0
20
40
60
80
Source: Project Puddle ‘03, ‘04 n=100, n=100
Council/munic.
Government
Provided
by
2
Maintained
by
2
Funds to
build from
2
Funds to
maintain
from
100
Self/community
D/k
2
0
5
10
15
Q.B5-B12
Which of the following services do you believe are part of your rights? Are provided? Do you
have access to? Is in a working order?
Informal Settlements
Copyright © 2004 ACNielsen
20
Toilet facilities that are
hygienic and safe
Base: All informants
Yes
No
D/k
Yes (2003)
Part of
your rights
Available
where you 1
live
99
98
98
1
1
1
Have
1
access to it
1
In a
working 1
order
1
0
20
40
60
80
Source: Project Puddle ‘03, ‘04 n=100, n=100
Council/munic.
Government
Provided
by
1
Maintained
by
1
Funds to
build from
1
Funds to
maintain
from
100
Self/community
D/k
1
0
5
10
15
Q.B5-B12
Which of the following services do you believe are part of your rights? Are provided? Do you
have access to? Is in a working order?
Informal Settlements
Copyright © 2004 ACNielsen
20
Bucket type toilet
Base: All informants
Yes
No
D/k
Yes (2003)
Part of
4
your rights
Available
where you
live
Have
access to it
In a
working
order
30
96
23
23
16
76
24
16
1
16
1
0
20
40
60
80
Source: Project Puddle ‘03, ‘04 n=100, n=100
Council/munic.
Government
Self/community
D/k
Provided
by
24
Maintained
by
1
Funds to
build from
1
Funds to
maintain
from
100
23
23
1
0
24
5
10
15
Q.B5-B12
Which of the following services do you believe are part of your rights? Are provided? Do you
have access to? Is in a working order?
Informal Settlements
Copyright © 2004 ACNielsen
20
Flush type toilet
Base: All informant
Yes
No
D/k
Yes (2003)
Part of
your rights
Available
where you
live
Have
access to it
In a
working
order
20
99
1
99
16
80
16
19 1
16
16 4
0
20
40
60
80
Source: Project Puddle ‘03, ‘04 n=100, n=100
Council/munic.
Government
Self/community
D/k
Provided
by
20
Maintained
by
20
Funds to
build from
20
Funds to
maintain
from
100
20
0
5
10
15
Q.B5-B12
Which of the following services do you believe are part of your rights? Are provided? Do you
have access to? Is in a working order?
Informal Settlements
Copyright © 2004 ACNielsen
20
Ventilated pit latrine
Base: All informants
Yes
No
D/k
Yes (2003)
Part of
your rights
Available
where you
live
10
86
18
4
2
100
2
Have
access to it
In a
working
order
2
0
20
40
60
80
Source: Project Puddle ‘03, ‘04 n=100, n=100
Council/munic.
Government
Self/community
D/k
Provided
by
Maintained
by
Funds to
build from
Funds to
maintain
from
100
0
5
10
15
Q.B5-B12
Which of the following services do you believe are part of your rights? Are provided? Do you
have access to? Is in a working order?
Informal Settlements
Copyright © 2004 ACNielsen
20
Chemical toilet
Base: All informants
Yes
No
D/k
Yes (2003)
Part of
4
your rights
Available
where you
live
94
16
2
100
Council/munic.
Government
Self/community
D/k
Provided
by
Maintained
by
Have
access to it
Funds to
build from
In a
working
order
Funds to
maintain
from
0
20
40
60
80
Source: Project Puddle ‘03, ‘04 n=100, n=100
100
0
5
10
15
Q.B5-B12
Which of the following services do you believe are part of your rights? Are provided? Do you
have access to? Is in a working order?
Informal Settlements
Copyright © 2004 ACNielsen
20
Number of families who have access
to the same toilet facilities
Base: All informants who have access
2003
1 – 58%
Increase in number of
families who have access to
the same toilet facilities
2 – 21%
3-5
26%
2
10%
3 – 12%
6+ - 9%
6+
7%
1
57%
Q.B14
Source: Project Puddle ’03, ‘04 n=34, 42
How many families, including your own, have access to the toilet facility that you have access
to?
Informal Settlements
Copyright © 2004 ACNielsen
Perceptions re cost to maintain
toilet facilities
100
Base: All informants
80
%
60
40
20
0
Bucket type toilet
Flush type toilet
Ventilated pit latrine
Chemical toilet
Don't know
Most expensive
5
77
7
7
4
Least expensive
57
8
11
11
13
Most exp. '03
12
81
1
5
1
Least exp. '03
64
17
9
10
1
Q.B15-B16
Source: Project Puddle ’03, ‘04 n=100, n=100
Which ONE of the following types of toilets do you believe is the most expensive to maintain?
And least expensive?
Informal Settlements
Copyright © 2004 ACNielsen
Willingness to pay money for access to
higher level of toilet facility
Base: All informants
2003
Yes – 39%
No - not prepared
to pay
48%
No - 61%
Yes - prepared to
pay
52%
Q.B17
Source: Project Puddle ’03, ‘04 n=100, n=100
Would you be prepared to pay money to have access to a higher level of toilet facility ,or not?
Copyright © 2004 ACNielsen
Informal Settlements
Closest tap
Base: All informants
2003
2004
Number of steps to the closest tap:
1-24 steps:
25-50 steps:
51-100 steps:
101-200 steps:
201-500 steps:
501+ steps
In a working order:
Yes:
Leaking
Yes:
5
13
28
14
33
7
15
19
17
23
20
6
89
89
35
28
Q.19a,d
Source: Project Puddle 2004 n=25
How far are you away from the closest outside tap? Can the tap be turned on and off? Does it
leak?
Informal Settlements
Copyright © 2004 ACNielsen
Business
Levels of satisfaction
Base: All informants
100
2002
2003
2004
2002
2003
2004
2002
2003
2004
80
60
%
40
20
0
Maintain
Maintainsewer
Maintaining
Providing
drinking
Overall
Overall Provide
Provide
Provide Maintain
Overall Overall
performance
sewer
sewer
drainage
system
water
on tap
perf.
perf.
perf. dr. water
dr. water
dr. water sewer
system
syst.
4
Not sure
23
8
Dissatisfied
19
16
8
3
8
4
26
16
4
Satisfied
81
80
92
97
92
96
51
76
96
Q.1,2,3
Source: Project Puddle ’02, ‘03, ‘04 n=31, 25, 25
How satisfied are you with the overall performance of the City of Cape Town in providing
services to residents? …in providing potable water on tap? In Maintaining the sewer drainage system?
Copyright © 2004 ACNielsen
Business
Satisfaction levels - water
Base: All informants
2002 2003 2004
2002 2003 2004
2002 2003 2004
2002 2003 2004
2002 2003 2004
2002 2003 2004
100
80
60
%
40
20
0
D/k
Taste
Smell Smel
Colour
Texture
WaterPress
pressure
QualiQuality
Quali of
Quali
Smel
Colo Colo
Text Text Press
Press
Taste
Taste
Taste
Sml
Col.
Text.
water
ty
ty
ty
l
l
ur
ur
ure ure
.
ure ure
3
4
8
16
3
4
10
80
96
92
78
92
96
Satisf.
Source: Project Puddle ’02, ‘03, ‘04 n=31, 25, 25
87
Dissat.
16
6
8
8
92
3
10
4
6
8
4
9
8
4
13
8
96
90
92
96
81
92
96
87
92
Q.7
How satisfied or dissatisfied are you with each of the following?
Copyright © 2004 ACNielsen
100
Business
Frequency of experiencing problems with
water leakages
Base: All informants
100
2002
2003
2004
2002
2003
2004
2002
2003
2004
80
60
%
40
20
0
In In
street
theInstreetIn
street
Up to once a month
3
12
Every few months
26
28
Never
71
60
street
On site
On site On site On site
19
16
8
29
24
92
52
60
Water Water
PipeWater pipes
pipe
pipe
burst burst
that
that
13
8
4
32
44
4
96
55
48
96
Source: Project Puddle ’02, ‘03, ‘04 n=31, 25, 25
Q.4,5
How often do you experience problems with water leakages?
Copyright © 2004 ACNielsen
Business
Contact when problems are experienced
Base: All informants
2003
2002
100
2002
2004
80
97
2003
2004
96
96
72
60
60
%
42
36
40
20
19
20
4
3
4
0
Leaking tap on Leaking tap on
Leaking
tap
site on site site
Leaking tap
2002
2003
2004
2002
2003
2002
2004
100
2003
92
Plumber
64
56
60
%
36
40
20
Municipality
36
32
19
8
8
12
Friend/family/Street committee
20
19 19
3
Water leak in
84
80
80
Water leak in
Water leaktheinstreet
the street
the street
2004
96
94
Water leak
8
12
4
3
8
8
0
Broken
Broken
Broken
Broken/blocked
toilet system
toilet
toilet
toilet
Blocked
Block
Blocked
Blocked
Blockedsewer
sewer
onBlocked
site
Blocked
sewer
in sewer
streetin
site sewer site sewer str sewer in
Block
sewer site
stre
str
Source: Project Puddle ’02, ‘03, ‘04 n=31, 25, 25
Q.6
Who would you contact when you experience…?
Copyright © 2004 ACNielsen
Business
Dealings with Municipality
To report a ...
Base: All informants
2002
100
2003
2004
2002
2003
2004
2002
2003
2004
2002
2003
2004
80
%
60
40
20
0
Water
leakWater
in
Block
Block
Block
Block
Water Block
Water
Water
WaterWater
pipe burst
Blocked
sewer
in Block
Blocked
sewer
in
Watr
street leak
ed
ed
ed property
sewer
pipe pipe sewerthe
leaktheleak
street ed
pipe
burst burst str in str sewer sewer sewer sewer
in
in
in str
Past 6 months
19
16
Past year
7
12
Longer ago (1+ yr)
13
24
Never
61
48
4
6
12
13
12
4
7
32
92
74
44
4
19
8
3
12
4
10
24
8
92
68
56
84
Source: Project Puddle ’02, ‘03, ‘04 n=31, 25, 25
8
13
16
8
12
87
16
4
56
88
Q.11
How long ago, if ever, have you dealt with anyone from the municipality regarding any of the
following?
Business
Copyright © 2004 ACNielsen
Dealings with Municipality
To enquire about ...
Base: All informants
2002
2003
2004
2002
2003
2004
2002
2003
2004
2002
2003
2004 2002
2003
2004
100
80
60
%
40
20
0
W/wa
Water
Quali ofQuali W/wW/wa
Water
meter
Quality
Water Water Water AccoWater
Acco / Acco Watr
Watr
Watr Quali
W/wa o/flow –
restri
ty of ty of
ter
ter
sewer
restrictions
rest.
restr. unt
untacc.unt metr metr metr
ty water
terpump stat.
o/flo o/flo
ct.
water water
Past 6 months
3
Past year
13
Longer ago (1+ yr)
4
8
58
28
24
42
24
12
6
8
8
23
8
12
13
4
13
4
6
12
4
10
8
29
56
72
77
76
84
88
100
23
Never
Source: Project Puddle ’02, ‘03, ‘04 n=31, 25, 25
60
68
12
7
4
4
100
3
4
90
88
Q.11
100
How long ago, if ever, have you dealt with anyone from the municipality regarding any of the
following?
Business
Copyright © 2004 ACNielsen
Reason for changing behaviour to
conserve water
2003:
No
Yes Base: All informants who changed behaviour
28
72
Yes (n=6)
Yes
24%
No
76%
Information provided by
government on water
conservation
Had to use less, price of
services increased
In what way (n=6)
Don’t let taps run unnecessarily / turn off irrigation
Regulate water usage by putting water efficient fittings on toilets
Put up stickers saying “Stop Wasting Water”
Fix leaks/replace washers immediately
Source: Project Puddle 2003, 2004 n=25, 25
Meter own water
Q.17, 18
Thinking back over the past year, have you as a business changed your behaviour, specifically
to conserve water, or not? What was your main reason for changing your behaviour to
Business
conserve water? In what way?
Copyright © 2004 ACNielsen
Water efficient fittings
Base: All informants
28% (7) have installed water efficient taps
A further 3 plan to install
“Sometime in the future, not sure when” (2)
Reasons for NOT planning to install ….
“we do not use a lot of water”
Q.19a,d
Source: Project Puddle 2004 n=25
Have you heard of water efficient fittings before? Have you installed any?
Are you planning to? When?, Why not?
Copyright © 2004 ACNielsen
Business
Likelihood of using treated waste water for
non-drinking at 50% of the price
Base: All informants
Not at all likely
36%
Very likely
48%
Fairly likely
16%
2002
2003
Very likely
78
56
Fairly likely
19
20
3
24
Not at all likely
Q.21
Source: Project Puddle ’02, ‘03, ‘04 n=31, 25, 25
If treated waste water was available for non-drinking purposes, at 50% of the price, how likely
would you be to use it?
Copyright © 2004 ACNielsen
Business
Would a rising tariff scale encourage
businesses to use water more efficiently?
Base: All informants
No
8%
Don't know
8%
Yes
84%
2002
2003
Yes
77
72
No
16
20
7
8
Don’t know
Q.22
Source: Project Puddle ’02, ‘03, ‘04 n=31, 25, 25
If a rising tariff scale was introduced do you believe that this would encourage businesses to
use water more efficiently?
Copyright © 2004 ACNielsen
Business
Percentage of water that businesses recycle
Base: All informants
"2% - 90%"
12%
"0"
88%
2002
2003
65
84
“2%-90%” 35
16
“0”
Q.22
Source: Project Puddle ’02, ‘03, ‘04 n=31, 25, 25
What percentage of water, if at all, doe your business recycle?
Copyright © 2004 ACNielsen
Business
Perceptions
Base: All informants
100
2002
2003
2004
2002
2003
2004
2002
2003
2004
80
60
%
40
20
0
Buss consc. Buss consc. Buss consc. Duty to
Duty to Wastewater Wastewater Wastewater
Most bus. are conscious of
It is ourDuty
dutytoto report
Waste water often pollutes
of conserv. of conserv. of conserv.
report
report
report
often
often
often
conserving
waterwater
water leaks in street
our
rivers pollutes
water
water
water leak water leak water leak
pollutes
pollutes
Not sure
7
Disagree
45
Agree
48
4
3
8
24
3
92
72
94
4
100
100
6
8
94
88
8
92
Q.10
Source: Project Puddle ’02, ‘03, ‘04 n=31, 25, 25
To what extent do you agree or disagree with each of the following?
Copyright © 2004 ACNielsen
Business
Perceptions
Base: All informants
2003
2004
2003
2004
2003
2004
2004
100
80
60
%
40
20
0
Water costs
Water costs
In CT water cost
less
less than
less than
than SA
a/where else a/where else
Not sure
80
76
Disagree
12
24
8
Agree
Source: Project Puddle 2003, 2004 n=25, 25
Water costs
Water costs
In CT water cost
same/ more
same/more
same/more
than
SA
than a/where than
a/where
92
8
Generally pay Generally pay
Generally pay too
too much for too much for
much for water
water
water
76
24
Pay too much
for sewerage
service
24
16
12
20
32
24
56
52
64
Q.10
To what extent do you agree or disagree with each of the following?
Copyright © 2004 ACNielsen
Business
Perception
Base: All informants
100
2003
2004
2003
2004
2003
2004
2003
2004
80
60
%
40
20
0
Bus
adhere
adhere
Most
adhere Bus
to water
torestrictions to
restrictions restrictions
Not sure
Restrictions
Restrictions
Water restrictions
only
introduced
if necessary
only if
only if
necessary
necessary
4
4
Disagree
24
32
4
Agree
76
64
92
4
96
Restrictions
Restrictions
All restrictions
have
havenow
been
have
been liftedbeen
lifted
lifted
No watering permitted
No water - No water 10h00 – 16h00
10-16h00
10-16h00
36
16
28
12
16
16
28
72
48
68
44
16
Q.10b
Source: Project Puddle 2003, 2004 n=25, 25
Please tell me to what extent you agree or disagree with each of the following?
Copyright © 2004 ACNielsen
Business
Areas that the City of Cape Town
should give special attention to
Nothing (92%)
Better / quick service regarding maintenance and repairs
Business should be more strictly controlled when using
water
Municipality should be more careful themselves with
wasting water, eg. watering public gardens whilst
raining
In terms of providing water and maintaining the sewer drainage systems or any other related
aspects, what are the 3 things that the City of Cape Town should be giving special attention to?
Copyright © 2004 ACNielsen
Business
Conclusions
Residents are still satisfied with the performance of the
municipality in providing services (80%+), though the “top
box” scores have come down slightly
Low levels of dissatisfaction with the issues relating to water –
only a few complaints about water pressure
Residents are not convinced that water in Cape Town cost less
than anywhere else in SA – there seems to be a growing
believe that it is expensive
Copyright © 2004 ACNielsen
Conclusions
There is an increased awareness about water
restrictions being in place (10h00 – 16h00 – no
watering) and this could be influenced by the media
campaign that was run
There is also a more positive feeling about courteous,
effective and efficient communication received –
which could also have been influenced by the
campaign
Copyright © 2004 ACNielsen
Residents
Conclusions
Among upper income residents, those who have changed their
behaviour have mainly done so because of water restrictions –
other groups have done it because of an increase in price
Awareness of Water week is rather low; participation is at an
encouraging 8%
Most residents receive water and sewer accounts, and mostly
believe that this is accurate, though not every time
There is still a lack of follow-up as far as dealings with the
municipality is concerned
Copyright © 2004 ACNielsen
Residents
Conclusions
Residents in informal settlements are rather dissatisfied with
services received – and have complaints about water pressure
Less than a third claim that they have been consulted when
decisions were taken about the provision of basic water and
sanitation
On a spontaneous level, 75% of residents in informal areas
believe that it is their right to have an own tap, whilst 66%
regard a flush toilet as part of their rights
Mostly use water from a communal tap
Copyright © 2004 ACNielsen
Conclusions
Business are happy with service received
A number of businesses have taken steps to conserve
water – amongst others, installing water efficient
taps
Very likely to use treated waste water if available at a
reduced rate
Very few businesses recycle water at the moment
Copyright © 2004 ACNielsen
Areas to concentrate on…
1.
Ensure that water services are affordable – seems to be a growing
number of residents who perceive water in Cape Town to cost the same
or more than in the rest of South Africa
2.
Provide informative, accurate billings based on monthly meter readings –
whilst most never calculate the amounts on the accounts, almost 1 in
every 2 people who receive an account, believe that it is accurate almost
always, but not every time
3.
Ensure that people adhere to legislation regulating the use/misuse of
water – increased awareness of water restrictions that are in place
4.
Lack of follow-up to see if problems that have been reported, were
resolved
Copyright © 2004 ACNielsen
Thank You