Customer
Perceptions
and Needs
For: City of Cape Town
Water Services
By:
ACNielsen
June 2003
Structure of Presentation
Introduction
Background
Methodology
Key Findings
Informal settlements
Residents
Business
Bulk
Conclusions
Copyright © 2003 ACNielsen
Background
y
Tracking survey to investigate needs and
perceptions relating to water services
y
The first survey was conducted in February and
March 2002, with a follow-up study in March and
April in 2003
Copyright © 2003 ACNielsen
y Residents:
Methodology
- A sample of 100 residents, drawn from 25 of the largest informal
areas identified, from aerial photographs supplied
- A sample of 520 (497 in 2002) residents, from a database across all
household types supplied
y
Businesses:
Sample of 25 (31 in 2002) out of 257 high volume users of water
(those who use 100+kl per day), selected on an equi-interval basis
y
Bulk:
Sample of 25 (not done in 2002) out of 98 miscellaneous consumers
off the bulk pipelines (those who buy in bulk i.t.o a supply
agreement), selected on an equi-interval basis from a list
Personal interviews in the preferred language of respondent,
using a semi-structured questionnaire - CAPI and PAPI
y Fieldwork during March - June (February and March 2002)
y
Copyright © 2003 ACNielsen
Informal
Settlements
Levels of satisfaction
Base: All informants
100
80
60
52
%
40
20
20
12
13
3
0
Very satisfied
Somewhat
satisfied
Dissatisfied
Very dissatisfied
Not sure
Q.1
Source: Project Puddle 2003 n=100
Copyright © 2003 ACNielsen
Informal Residents
Levels of satisfaction with water
Base: All informants
100
80
%
60
40
20
0
Not sure
Dissatisfied
Satisfied
Quality
Taste
Smell
Colour
Texture
Water
Pressure
2
8
90
1
4
95
3
5
92
1
8
91
2
2
96
1
11
88
Q.7
Source: Project Puddle 2003 n=100
Copyright © 2003 ACNielsen
Informal Residents
Reasons for dissatisfaction with:
Base: All who were dissatisfied/very dissatisfied
Quality (n=8)
Place we get water from is
not healthy – also use that
place for toilets
Next to rubbish bin and
toilet
Smell (n=5)
Has a bad smell
Colour (n=8)
Colour not clear
Pressure (n=11)
Comes out slow / no pressure
Q.8
Source: Project Puddle 2003 n=100
Copyright © 2003 ACNielsen
Informal Residents
Consulted when decision taken about
provision of basic water and sanitation
Base: All informants
Yes (n=27)
No
73%
Public meetings (93%)
Door-to-door visits (19%)
Councillors visits (7%)
Yes
27%
Announcement through
loudspeaker (4%)
Other (4%)
Q.B1,B2
Source: Project Puddle 2003 n= 100
Copyright © 2003 ACNielsen
Informal Residents
Rights as resident of Cape Town
Water Services - spontaneous
Base: All informants
Want own taps
44
Access to water
30
Clean water
27
Want own toilets
17
Enough water
3
Sewerage
3
Free water
2
Pay for water
1
Nothing
3
Don't know
2
0
20
40
60
80
%
Source: Project Puddle 2003 n= 100
Copyright © 2003 ACNielsen
100
Q.B3
Informal Residents
Rights as resident of Cape Town
Basic sanitation - spontaneous
Base: All informants
Flush toilet
37
Own private toilet
30
Proper toilet
13
Municipality to provide
13
5
Clean toilet
4
Healthy/safe sanitation
Nothing
2
Don't know
2
0
20
40
Source: Project Puddle 2003 n= 100
Copyright © 2003 ACNielsen
60
%
80
100
Q.B4
Informal Residents
Rights as resident of Cape Town
Water Services - aided
Base: All informants
Yes
No
Basic water (stand pipe-200m)
D/k
100
Free water, 25l/pp/pd
73
15
12
Health & hygiene educ.
97
12
Hygenic & safe toilet fac.
98
2
30
Bucket type toilet
68
2
99
Flush type toilet
Ventilated pit latrine
18
Chemical toilet
16
0
1
71
11
68
20
40
16
60
80
%
Source: Project Puddle 2003 n= 100
Copyright © 2003 ACNielsen
100
Q.B5
Informal Residents
Basic water supply
(stand pipe within 200m from where you live)
Base: All informants
Yes
Part of
your rights
No
D/k
Council/munic.
Government
100
Available
where you
live
Provided
by
35
65
Have
access to it
In a
working
order
0
20
40
60
Source: Project Puddle 2003 n= 100
1
1
Funds to
maintain
from
80
100
63
2
1
Funds to
build from
5
60
1
1
Maintained
by
2
63
Self/community
D/k
6
58
3
62
4
2
4
0
56
10
20
30
40
50
60
Q.B5-B12
Copyright © 2003 ACNielsen
Informal Residents
Free water
(25 litres per person, per day)
Base: All informants
Yes
Part of
your rights
No
73
Available
where you 5
live
D/k
Council/munic.
Government
15
79
12
16
Have
5
access to it
In a
working 41
order
0
Provided
by
1
Maintained
by
1
Funds to
build from
1
Funds to
maintain
from
20
40
60
Source: Project Puddle 2003 n= 100
80
100
Self/community
D/k
4
4
4
1
1
0
3
5
10
15
Q.B5-B12
Copyright © 2003 ACNielsen
Informal Residents
20
Health and hygiene education
Base: All informants
Yes
Part of
your rights
No
D/k
Council/munic.
Government
97
Available
where you 1
live
12
96
Provided
by
3
1
Funds to
build from
In a
working 1
order
0
1
Maintained
by
Have
1
access to it
1
Funds to
maintain
from
20
40
60
Source: Project Puddle 2003 n= 100
80
100
Self/community
D/k
1
0
5
10
15
Q.B5-B12
Copyright © 2003 ACNielsen
Informal Residents
20
Toilet facilities that are
hygienic and safe
Base: All informants
Yes
Part of
your rights
No
D/k
Council/munic.
Government
98
Available
where you 1
live
2
98
Provided
by
1
1
Funds to
build from
In a
working 1
order
0
1
Maintained
by
Have
1
access to it
1
Funds to
maintain
from
20
40
60
Source: Project Puddle 2003 n= 100
80
100
Self/community
D/k
1
0
5
10
15
Q.B5-B12
Copyright © 2003 ACNielsen
Informal Residents
20
Bucket type toilet
Base: All informants
Yes
Part of
your rights
30
Available
where you
live
D/k
Council/munic.
Government
68
16
Have
access to it
No
2
84
Maintained
by
1
20
40
60
Source: Project Puddle 2003 n= 100
80
100
6
6
2
Funds to
maintain
from
16
0
1
Funds to
build from
16
In a
working
order
Provided
by
10
10
5
1
0
Self/community
D/k
11
5
5
11
10
15
Q.B5-B12
Copyright © 2003 ACNielsen
Informal Residents
20
Flush type toilet
Base: All informant
Yes
Part of
your rights
No
D/k
Council/munic.
Government
99
Available
where you
live
16
Have
access to it
1
Provided
by
84
16
Funds to
build from
1
Funds to
maintain
from
16
0
16
Maintained
by
16
In a
working
order
20
40
60
Source: Project Puddle 2003 n= 100
Self/community
D/k
80
100
16
2
0
14
5
10
15
Q.B5-B12
Copyright © 2003 ACNielsen
Informal Residents
20
Ventilated pit latrine
Base: All informants
Yes
Part of
your rights
18
No
D/k
Council/munic.
Government
71
Available
where you 2
live
11
95
Provided
by
3
2
Funds to
build from
In a
working 2
order
0
1
1
Maintained
by
Have
2
access to it
1
1
Funds to
maintain
from
20
40
60
Source: Project Puddle 2003 n= 100
80
100
Self/community
D/k
1
1
0
5
10
15
Q.B5-B12
Copyright © 2003 ACNielsen
Informal Residents
20
Chemical toilet
Base: All informants
Yes
Part of
your rights
16
No
D/k
Council/munic.
Government
68
Available
where you
live
16
96
Self/community
D/k
Provided
by
4
Maintained
by
Have
access to it
Funds to
build from
In a
working
order
Funds to
maintain
from
0
20
40
60
Source: Project Puddle 2003 n= 100
80
100
0
5
10
15
Q.B5-B12
Copyright © 2003 ACNielsen
Informal Residents
20
What is used, when there is no access
to basic water supply
Base: All informants who do not have access
Communial tap belonging to houses along the
road/ not in the area where I live
65
Buy water from formal houses
14
Underground water leaking tap
11
Walk to another place to fetch water
5
Self made tap on water pipe
2
Other
2
0
20
40
60
%
Source: Project Puddle 2003 n= 37
Copyright © 2003 ACNielsen
80
100
Q.B13
Informal Residents
What is used, when there is no access
to toilet facilities
Base: All informants who do not have access
Bush / veld
76
Ask permission from
residents to use theirs
12
Self dug toilet
6
Toilet at the station
6
0
20
40
60
80
%
Source: Project Puddle 2003 n= 66
Copyright © 2003 ACNielsen
100
Q.B13
Informal Residents
Number of families who have access to
the same toilet facilities
Base: All informants who have access
2
21%
3-5
12%
6-10
9%
1
58%
Q.B14
Source: Project Puddle 2003 n= 34
Copyright © 2003 ACNielsen
Informal Residents
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
12
81
1
5
1
Least expensive
64
17
9
10
Q.B15-B16
Source: Project Puddle 2003 n=100
Copyright © 2003 ACNielsen
Informal Residents
Willingness to pay money for access to
higher level of toilet facility
Base: All informants
No - not prepared
to pay
61%
Yes - prepared to
pay
39%
Q.B17
Source: Project Puddle 2003 n= 100
Copyright © 2003 ACNielsen
Informal Residents
History of dealings with Municipality
To report / enquire about ...
Base: All informants
100
80
%
60
40
20
0
Water leak Water pipe
in street
burst
Past 6 months
2
Blocked
sewer in
street
Water
restrictions
1
Smell from
Waste
waste
water
water
overflow at
1
1
Past year
Longer ago
Never
Quality of
water
98
99
1
1
99
99
1
98
99
100
Q.11
Source: Project Puddle 2003 n=100
Copyright © 2003 ACNielsen
Informal Residents
Extent of agreement with statements
Base: All informants
100
80
60
%
40
20
0
People consc. Duty to report Wastewater
In CT, water
of conserv.
water leaks in often pollutes costs less than
water
street
rivers
anywhere else
In CT, water
costs same/
more than
We generally
pay too much
for water
Most people
pay for serv.
over & above
Not sure
15
3
8
54
66
50
37
Disagree
31
5
21
13
20
20
4
Agree
54
92
71
33
14
30
59
Q.10
Source: Project Puddle 2003 n= 100
Copyright © 2003 ACNielsen
Informal Residents
Extent of agreement with statements
Base: All informants
100
80
60
%
40
20
0
Most people adhere
to water restrictions
Water restrictions
only introduced of
necessary
All water restrictions
have been lifted
No watering of
gardens -10h0016h00
Use of hose pipes for
washing vehicles prohibited
Not sure
8
14
52
34
27
Disagree
33
8
15
21
32
Agree
59
78
33
45
41
Q.10b
Source: Project Puddle 2003 n=100
Copyright © 2003 ACNielsen
Informal Residents
Awareness of Environmental Initiatives
Base: All informants
National Arbour Day
(7,5 September)
23
National Marine Day
(30,7 November)
8
World Water Day (22
March)
21
National Water Week
(18-24, 11-23 March)
27
None of these
61
0
Source: Project Puddle 2003 n=100
20
40
60
%
Copyright © 2003 ACNielsen
80
100
Q.13
Informal Residents
Stories/rumours heard about water or the
provision of water in the City of Cape Town
Base: All informants
35% heard something
Don’t waste water (21%)
More taps in our area (5%)
A shortage of water (3%)
6000l free water per household / Water restrictions /
Bills too high - meters often not clear, just estimated (1% each)
Q.14
Source: Project Puddle 2003 n=100
Copyright © 2003 ACNielsen
Informal Residents
Rain water and waste water flow
Base: All informants
Don't know
21%
Rain & waste
water flow in
separate pipes
65%
Rain & waste
water flow in the
same pipe
14%
Q.17
Source: Project Puddle 2003 n= 100
Copyright © 2003 ACNielsen
Informal Residents
Behaviour changed in past year
specifically to conserve water
Base: All informants
Yes
33%
No
67%
Q.18
Source: Project Puddle 2003 n= 100
Copyright © 2003 ACNielsen
Informal Residents
Reason for changing behaviour to
conserve water
Base: All informants who changed behaviour
Yes (n=33)
No
67%
Yes
33%
Had to adhere to water
restrictions
Information provided by
government on water
conservation
Greater awareness to save
water
Had to use less, price
increased
Q.18, 19
Source: Project Puddle 2003 n= 100
Copyright © 2003 ACNielsen
Informal Residents
Conclusions
Residents in informal settlements are generally
satisfied with the quality of the drinking water
Only a third claim that they have been consulted when
decisions were taken about the provision of basic
water and sanitation
On a spontaneous level, 44% of residents in informal
areas believe that it is their right to have an own tap,
whilst 37% regard a flush toilet as part of their rights
Copyright © 2003 ACNielsen
Informal Residents
Conclusions
Very few residents in informal areas believe that they
have access to 25 litres of free water per day (5%)
and even fewer (1%) have access to health and
hygiene education
When there is no access to basic toilet facilities,
informal residents use the bush / veld - it is alarming
that this happens in the majority of households in
informal areas
Residents in informal areas have indicated that they
are prepared to pay for a higher level of toilet facility
Copyright © 2003 ACNielsen
Informal Residents
Residents
Levels of satisfaction
Base: All informants
2002
2003
100
80
60
%
No
significant
40
change satisfaction
20
levels of
80%+
0
Overall performance
Overall performance
4
12
39
46
1
7
10
36
46
Not sure
Very dissatisfied
Dissatisfied
Somewhat satisfied
Very satisfied
Q.1
Source: Project Puddle 2002, 2003 n=497, 520
Copyright © 2003 ACNielsen
Residents
Levels of satisfaction
Base: All informants in h/hold types: High middle, Low middle, Low inc. private, Public
100
80
%
60
40
20
0
Providing drinking water on tap
Maintaining sewer drainage
system
0.2
2
3
17
78
1
7
10
27
55
Not sure
Very dissatisfied
Dissatisfied
Somewhat satisfied
Very satisfied
Q.2,3
Source: Project Puddle 2003 n= 416
Copyright © 2003 ACNielsen
Residents
Levels of satisfaction with water
Base: All informants
100
2002
2003
2002
2003
2002
2003
Quality
Quality
Taste
Taste
Smell
Smell
0.2
6
95
1
7
92
7
93
0.4
7
93
3
5
92
1
5
95
80
%
60
In 2003
“very
satisfied”
levels
improved
to 73%
40
20
0
Not sure
Dissatisfied
Satisfied
Q.7
Source: Project Puddle 2002, 2003 n=497, 520
Copyright © 2003 ACNielsen
Residents
Levels of satisfaction with water
Base: All informants
2002
2003
2002
2003
2002
2003
Colour
Colour
Texture
Texture
Pressure
Pressure
0.3
7
93
0.4
6
93
3
2
94
1
2
96
0.2
5
95
0.2
7
93
100
80
60
%
40
20
0
Not sure
Dissatisfied
Satisfied
Source: Project Puddle 2002, 2003 n=497, 520
Copyright © 2003 ACNielsen
Q.7
Residents
Reasons for dissatisfaction with:
Base: All who were dissatisfied/very dissatisfied
Quality (n=29)
Taste (n=34)
Smell (n=21)
Tastes bad
Has chemicals in
Colour/ not clear
Tastes bad
Has a bad smell
Has chemicals in
Has chlorine in
Colour (n=28)
Colour not clear
Texture (n=14) Pressure (n=35)
Water is hard
Has chemicals in
Comes out slow /
no pressure
Water bursts out
Q.8
Source: Project Puddle 2003 n=520
Copyright © 2003 ACNielsen
Residents
Frequency of experiencing problems
with water leakages
Base: All informants in h/hold types: High middle, Low middle, Low inc. private, Public
100
80
60
%
40
20
0
In the street
Up to once a month
Every few months
Never
Source: Project Puddle 2003 n=416
6
17
77
Water pipes that
On site/outside
In the dwelling
burst
dwelling
5
9
86
Copyright © 2003 ACNielsen
6
6
88
2
7
91
Q.4,5
Residents
Dealing with problems
Base: All informants
100
80
60
%
40
20
0
Leaking tap on site
Water leak in street
Broken/ blocked
toilet
Blocked sewer in
street
Plumber
33
1
34
1
Municipality
29
95
45
95
Fr./fam./self
44
2
23
1
None/dk
1
1
1
1
Q.6
Source: Project Puddle 2003 n=520
Copyright © 2003 ACNielsen
Residents
Dealing with problems
Base: All informants in h/hold types: High middle, Low middle, Low inc. private, Public
100
80
%
60
40
20
0
Blocked sewer on site
Plumber
22
Municipality
67
Friend/family/self
13
Q.6
Source: Project Puddle 2003 n=416
Copyright © 2003 ACNielsen
Residents
History of dealings with Municipality
To report a ...
Base: All informants
100
80
%
60
40
20
0
Water leak in street
Water pipe burst
Blocked sewer in street
4
1
4
90
2
2
4
91
4
2
4
90
Past 6 months
Past year
Longer ago
Never
Q.11
Source: Project Puddle 2003 n=520
Copyright © 2003 ACNielsen
Residents
History of dealings with Municipality
To enquire about ...
Base: All informants
100
80
60
%
40
20
0
Water restrictions
Quality of water
Smell from waste water
treatment plant
Waste water overflow at
the pump station
0.4
1
1
1
Past year
1
0.3
0.1
0.2
Longer ago
2
1
0.2
0.4
97
98
98
99
Past 6 months
Never
Q.11
Source: Project Puddle 2003 n=520
Copyright © 2003 ACNielsen
Residents
History of dealings with Municipality
To report /enquire about ...
Base: All informants in h/hold types: High middle, Low middle, Low inc. private, Public
100
80
60
%
40
20
0
Blocked sewer on
property
Water/sewer account
Water meter
4
4
6
86
9
4
8
78
4
2
8
86
Past 6 months
Past year
Longer ago
Never
Q.11
Source: Project Puddle 2003 n=416
Copyright © 2003 ACNielsen
Residents
When reporting...
Base: All informants
4
2
Mean
0
-2
-4
Treated in a
Imm. directed to
Followed up with
Problem resolved
professional and person who could
me to find out if
in reasonable time
courteous manner see to my needs
problem sorted
Water leak in street
2.4
1.7
1.5
-0.02
Water pipe burst
1.8
1.6
1.3
0.05
Blocked sewer in str.
2.9
2.2
2
0.2
Q.12
Source: Project Puddle 2003 n=49, 47, 54
Copyright © 2003 ACNielsen
Residents
When enquiring...
Base: All informants
4
2
Mean
0
-2
-4
Treated in a
Imm. directed to
Followed up with
Problem resolved
professional and person who could
me to find out if
in reasonable time
courteous manner see to my needs
problem sorted out
2.7
1.8
1.6
0.22
3
3.2
3.2
2.1
Smell from t/plant
3.1
2.7
2.9
2.2
Overflow pump st.
4
3.4
2.6
0.1
Water restrictions
Quality of water
Q.12
Source: Project Puddle 2003 n=18, 11 9, 6
Copyright © 2003 ACNielsen
Residents
When reporting/enquiring...
Base: All informants in h/hold types: High middle, Low middle, Low inc. private, Public
4
2
Mean
0
-2
-4
Treated in a
Imm. directed to Problem resolved Followed up with
professional and person who could
in reasonable
me to find out if
courteous
see to my needs
time
problem sorted
Blocked sewer in prop.
2.9
2.5
1.5
0.2
Water/sewer account
2.7
2.2
1.8
-0.5
Water meter
2.8
2.1
1.2
-0.3
Q.12
Source: Project Puddle 2003 n=55, 94, 55
Copyright © 2003 ACNielsen
Residents
Extent of agreement with statements
Base: All informants
100
2002
2003
2002
2003
2002
2003
80
60
%
40
20
0
People consc. of People consc. of
conserv. water
conserv. water
Duty to report
water leaks in
street
Duty to report
water leaks in
street
Wastewater often Wastewater often
pollutes rivers
pollutes rivers
Not sure
3
4
2
2
10
4
Disagree
28
25
3
2
7
7
Agree
69
71
95
96
83
89
Q.10
Source: Project Puddle 2002, 2003 n=497, 520
Copyright © 2003 ACNielsen
Residents
Extent of agreement with statements
Base: All informants
100
80
60
%
40
20
0
In Cape Town, water costs In Cape Town, water costs
less than anywhere else in the same, or more than
SA
anywhere else in SA
We generally pay too
much for water
Most people pay for
services over and above
the free allocation
Not sure
66
68
14
18
Disagree
16
17
36
12
Agree
18
15
50
70
Q.10
Source: Project Puddle 2003 n=520
Copyright © 2003 ACNielsen
Residents
Extent of agreement with statements
Base: All informants
100
80
60
%
40
20
0
Most people adhere
to water restrictions
Water restrictions
only introduced of
necessary
Al water restrictions
have been lifted
No watering of
gardens -10h0016h00
Use of hose pipes for
washing vehicles prohibited
Not sure
6
4
33
34
29
Disagree
26
6
15
29
35
Agree
68
90
52
37
36
Q.10b
Source: Project Puddle 2003 n=520
Copyright © 2003 ACNielsen
Residents
Awareness of Environmental Initiatives
Base: All informants
National Arbour Day
(7,5 September)
77
74
National Marine Day
(30,7 November)
34
36
World Water Day (22
March)
36
National Water Week
(18-24, 11-23 March)
38
47
2002
46
2003
18
18
None of these
0
20
Source: Project Puddle 2002, 2003 n=497, 520
40
60
%
Copyright © 2003 ACNielsen
80
100
Q.13
Residents
Stories/rumours heard about water or the
provision of water in the City of Cape Town
Base: All informants
38% heard something (41% in 2002)
Don’t waste water (13%)
Pre-paid water in the future (5%)
There is a shortage of water (4%)
Impure/dirty water containing chlorine/flouride (4%)
New dam (2%)
Q.14
Source: Project Puddle 2003 n=520
Copyright © 2003 ACNielsen
Residents
Rain water and waste water flow
Base: All informants
Don't know
27%
Rain & waste
water flow in the
same pipe
11%
Rain & waste
water flow in
separate pipes
62%
Q.17
Source: Project Puddle 2003 n= 520
Copyright © 2003 ACNielsen
Residents
Behaviour changed in past year
specifically to conserve water
Base: All informants
Yes
57%
No
43%
Q.18
Source: Project Puddle 2003 n= 520
Copyright © 2003 ACNielsen
Residents
Reason for changing behaviour to
conserve water
Base: All informants who changed behaviour
Yes (n=291)
No
43%
Had to use less, price of
services increased (41%)
Had to adhere to water
restrictions (32%)
Information provided by
government on water
conservation (20%)
Yes
57%
Greater awareness to save
water / greater
responsibility to the
environment (8%)
Q.18, 19
Source: Project Puddle 2003 n= 520
Copyright © 2003 ACNielsen
Residents
Relationship between user and supplier
Base: All informants
100
80
60
%
40
20
0
High Middle
Low Middle
Low inc. private
Public Housing
Informal
Rate payer
26
23
10
30
n/a
Part of the people
1
1
5
2
12
Part of the community
13
13
7
14
27
Citizen
7
7
7
7
4
Consumer
28
28
23
17
6
Customer
11
7
10
6
9
Client
9
13
25
12
2
Resident
6
9
15
12
40
Source: Project Puddle 2002, 2003 n=497, 416 (informal 104; very informal 100)
Copyright © 2003 ACNielsen
Q.25
Residents
Source of water for the garden
Base: All informants in h/hold types: High middle, Low middle, Low inc. private, Public
Municipal water - outside
tap
77
9
Water from bath/shower
No garden
10
Bore hole/well point
4
0
20
40
60
%
Source: Project Puddle 2003 n= 416
Copyright © 2003 ACNielsen
80
100
Q.9
Residents
Washing water after use
Base: All informants in h/hold types: High middle, Low middle, Low inc. private, Public
Use it in the garden
13
Cleaning floors
1
Other
1
Nothing, runs through
system
84
0
20
40
60
%
Source: Project Puddle 2003 n= 416
Copyright © 2003 ACNielsen
80
100
Q.20
Residents
Bottled water frequency and reason for buying
Base: All informants in h/hold types: High middle, Low middle, Low inc. private, Public
Ever bought (n=227)
Every 2-3
days+
5%
Once a
week
7%
Every 2-3
weeks
3%
Once a
month
5%
Less often
11%
Believe it is purer / cleaner
than tap water (39%)
Prefer the taste of water to
cold drink / other
beverages (30%)
Believe it is the best thirst
quencher (8%)
Never
69%
See everyone drinks bottled
water these days (4%)
Want to lose / control
weight (3%)
Q.21, 22
Source: Project Puddle 2003 n= 416
Copyright © 2003 ACNielsen
Residents
Reason for using a
water purifier at home
Base: All informants in h/hold types: High middle, Low middle, Low inc. private, Public
Yes - use
at home
5%
Yes (n=21)
To purify the water
To taste better
No - don't
use at
home
95%
For health reasons
Q.23, 24
Source: Project Puddle 2003 n= 416
Copyright © 2003 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 © 2003 ACNielsen
Residents
Relative Importance
Base: All informants
86
Ensures quality of drinking water
83
Encourages people to use water wisely
82
Ensures water services are affordable
78
Sustainable supply of water
Minimises the loss of water
74
72
Encourages people to pay for water
74
Ensures people adhere to legislation
Ensures munic. use water wisely
73
Accurate billings based on readings
73
70
Communication with customers
65
Restore supply within 6 hours
71
Lower costs by maintaining sewers
66
Extend water services to pot. customers
69
Environmentally friendly w/water system
Water pressure during peak supply
58
0
20
40
%
60
80
100
Q.15
Source: Project Puddle 2003 n=520
Copyright © 2003 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 © 2003 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 © 2003 ACNielsen
Residents
Services
Base: All informants
Water pressure during
peak supply
3
Extend water services to
pot. customers
Restore supply
within 6 hours
2.5
Satisfaction
Sustainable
supply of water
Ensures quality of
water, meets
requirements
Env. friendly w/water system
Lower costs by
maintaining sewers
Encourage people to
use water wisely
Encourage people to pay for water
Minimise the loss of water
Ensures mun. use water wisely
Ensures water services
are affordable
Ensure people adhere to legislation
Effective communication
2
1.5
Accurate billing based on
monthly meter readings
1
55
60
65
70
75
80
85
Importance
Source: Project Puddle 2003 n=520
Copyright © 2003 ACNielsen
Residents
90
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 © 2003 ACNielsen
Residents
GAP Analysis - Residents
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
Ensures lower costs by maintaining sewers
Restore supply within 6 hours after an
unplanned interruption
Ensures the quality of water meets drinking
water requirements
Low Importance, Low Satisfaction
High Importance, Low Satisfaction
Ensures courteous, effective and efficient
communication with customers
Ensures that water services are affordable
Encourage people to pay for water services
Encourages the public to use water wisely
Ensures a sustainable supply of water for
future generations
Minimises the loss of water
Ensures that people adhere to legislation
regulating the use/misuse of water
Ensures that the municipality uses water
wisely
Provide informative, accurate billings based
on monthly meter readings
Source: Project Puddle 2003 n=520
Importance
Copyright © 2003 ACNielsen
Residents
Conclusions
Residents are satisfied with the performance of the
municipality in providing water services
Some of the residents in higher income groups have
concerns about water quality, this group is more
likely than the rest to buy bottled water
Overall however, there are very few problems with the
issues relating to water, with 90%+ of all residents
“somewhat” or “very satisfied” with the ‘quality’,
‘taste’, ‘smell’, ‘colour’, ‘texture’ and ‘water pressure’.
Copyright © 2003 ACNielsen
Residents
Conclusions
Overall, very few residents have had dealings with the
municipality. Those that had dealings were in most
instances satisfied with the service received, however
as was shown in 2002, residents indicated that there
“is no follow-up to ensure that the problem has been
sorted out”
Copyright © 2003 ACNielsen
Residents
Conclusions
Residents of Cape Town are not well aware of the fact that
water in Cape Town costs less than anywhere else in South
Africa - an opportunity to communicate this as 1 in 2 residents
feel we generally pay too much for water
Awareness of National Water Week has increased from the 2002
measure - positive
Residents who claim to have changed their behaviour to
conserve water has done so mainly for economic reasons
Some spontaneous mentions from residents re the re-use of
their washing water, could provide input to the Water Demand
Management pamphlet
Copyright © 2003 ACNielsen
Residents
Conclusions
The priorities for improvement should be:
Ensures that water services are affordable
Minimises the loss of water
Ensures that people adhere to legislation regulating the
use/misuse of water
Ensures that the municipality uses water wisely
Provide informative, accurate billings based on monthly
meter readings
Copyright © 2003 ACNielsen
Residents
Business
Levels of satisfaction
Base: All informants
100
2002
2003
2002
2003
2002
2003
80
60
%
40
20
0
Overall
Overall
performance performance
4
Not sure
Dissatisfied
Providing
Providing
Maintain
Maintain
drinking
drinking
sewer system sewer system
water on tap water on tap
19
16
81
80
Satisfied
Source: Project Puddle 2002, 2003 n=31, 25
23
8
3
8
26
16
97
92
51
76
Copyright © 2003 ACNielsen
Q.1,2,3
Business
Levels of satisfaction with water
Base: All informants
2002
2003
Quality
Quality
2002
2003
2002
2003
2002
2003
Taste
Smell
Smell
Colour
Colour
3
8
3
2002
2003
2002
2003
100
80
%
60
40
20
0
D/k
3
Taste
6
Dissat.
16
4
16
8
10
Satisf.
80
96
78
92
87
92
Texture Texture Pressure Pressure
10
6
8
9
8
13
8
90
92
81
92
87
92
Q.7
Source: Project Puddle 2002, 2003 n=31, 25
Copyright © 2003 ACNielsen
Business
Frequency of experiencing problems
with water leakages
100
2002
Base: All informants
2003
2002
2003
2002
2003
80
60
%
40
20
0
In the street In the street
On site
On site
Water pipes Water pipes
that burst
that burst
Up to once a month
3
12
19
16
13
8
Every few months
26
28
29
24
32
44
60
52
60
55
48
71
Never
Source: Project Puddle 2002, 2003 n=31, 25
Copyright © 2003 ACNielsen
Q.4,5
Business
Dealing with problems
Base: All informants
100
80
60
%
40
20
0
Leaking tap on
site
Plumber
60
Municipality
4
Friend/family/self
36
Landlord/owner
Water leak in
the street
96
4
Broken/blocked Blocked sewer
toilet system
on site
Blocked sewer
in the street
56
64
8
8
8
96
32
20
4
4
Q.6
Source: Project Puddle 2003 n=25
Copyright © 2003 ACNielsen
Business
Dealings with Municipality
To report a ...
Base: All informants
2003
2002
2003
Water
leak in
street
Water
leak in
street
Water
pipe
burst
Water
pipe
burst
Past 6 months
19
16
6
12
19
8
Past year
7
12
13
12
3
12
12
Longer ago (1+ yr)
13
24
7
32
10
24
16
74
44
68
56
100
2002
2002
2003
2002
2003
80
%
60
40
20
0
61
48
Never
Source: Project Puddle 2002, 2003 n=31, 25
Blocked Blocked Blocked Blocked
sewer in sewer in sewer on sewer on
street
street property property
Copyright © 2003 ACNielsen
13
87
16
Q.11
56
Business
Dealings with Municipality
To enquire about ...
2002
2002
Base: All informants
2002
2002
2002
2002
Water
meter
Water
meter
2002
2002
2002
2002
100
80
%
60
40
20
0
Water
restrict.
Water
restr.
Past 6 months
3
4
Past year
13
Longer ago (1+ yr)
Never
84
Account Account
W/water W/water
Quality Quality
o/flow at o/flow at
of water of water
pump st pump st
58
28
42
24
12
7
4
6
8
23
8
13
4
8
13
4
6
12
10
8
3
4
88
23
60
29
56
77
76
90
88
4
Q.11
Source: Project Puddle 2002, 2003 n=31, 25
Copyright © 2003 ACNielsen
Business
When reporting ...
Water leak in the street
Base: All who reported ...
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 2003 n=13
20
40
%
Agree
Copyright © 2003 ACNielsen
60
Disagree
80
100
Not sure Q.12
Business
When reporting ...
Water pipe burst
Base: All who reported ...
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 2003 n=14
20
40
%
Agree
Copyright © 2003 ACNielsen
60
Disagree
80
100
Not sure Q.12
Business
Perceptions
Base: All informants
100
80
60
%
40
20
0
Most bus. are Our duty to Waste water In CT, water In CT, water We generally
consc. of
report water often polutes costs less than costs same/ pay too much
conser. water leaks in street
our rivers
rest of SA
more than SA
for water
Not sure
Disagree
8
92
Agree
Source: Project Puddle 2003 n=25
100
4
80
8
12
88
8
Copyright © 2003 ACNielsen
92
24
20
8
56
Q.10
Business
Perceptions
Base: All informants
100
80
60
%
40
20
0
No watering of Use of hose pipes
Most bus. adhere Water restr. only All water restr.
gardens, lawns for car wash,
to water restr. intr. if necessary have been lifted
10h00-16h00
prohibited
Not sure
Disagree
24
76
Agree
Source: Project Puddle 2003 n=25
4
36
28
40
4
16
28
36
92
48
44
24
Copyright © 2003 ACNielsen
Q.10b
Business
Rain water and waste water flow
Base: All informants
Don't know
12%
Rain & waste
water flow in the
same pipe
16%
Rain & waste
water flow in
separate pipes
72%
Q.16
Source: Project Puddle 2003 n=25
Copyright © 2003 ACNielsen
Business
Behaviour changed in past year
specifically to conserve water
Base: All informants
No
28%
Yes
72%
Q.17
Source: Project Puddle 2003 n=25
Copyright © 2003 ACNielsen
Business
Reason for changing behaviour to
conserve water
Base: All informants who changed behaviour
Yes (n=18)
Information provided by
government on water
conservation
No
28%
Had to use less, price of
services increased
Had to adhere to water
restrictions
Yes
72%
Source: Project Puddle 2003 n=25
Greater awareness to save
water / greater responsibility
to the environment
Greater recovery of waste
water Q.17, 18
Copyright © 2003 ACNielsen
Business
Relationship between user and supplier
Base: All informants
100
80
60 %
40
44
40
20
8
8
0
Client
Customer
Consumer
Rate payer
Q.20
Source: Project Puddle 2003 n=25
Copyright © 2003 ACNielsen
Business
Likelihood of using treated waste water
for non-drinking at 50% of the price
Base: All informants
Not at all likely (3)
24%
Very likely (78)
56%
Fairly likely (19)
20%
Q.21
Source: Project Puddle 2003 n=25
Copyright © 2003 ACNielsen
Business
Would a rising tariff scale encourage
businesses to use water more
efficiently?
Base: All informants
Don't know (7)
8%
No (16)
20%
Yes (77)
72%
Source: Project Puddle 2003 n=25
Copyright © 2003 ACNielsen
Q.22
Business
Percentage of water that businesses
recycles
Base: All informants
"2% - 90%" (28%)
12%
Don't know (7%)
4%
"0" (65%)
84%
Source: Project Puddle 2003 n=25
Copyright © 2003 ACNielsen
Q.22
Business
Miscellaneous
consumers off the
bulk pipelines
Satisfaction with providing
drinking water
Base: All informants
Dissatisfied
4%
Satisfied
96%
Q.2
Source: Project Puddle 2003 n=25
Copyright © 2003 ACNielsen
Bulk
Levels of satisfaction with water
Base: All informants
100
80
%
60
40
20
0
Quality
Taste
Smell
Colour
Pressure
8
Not sure
Dissatisfied
Texture
8
92
Satisfied
Source: Project Puddle 2003 n=25
12
8
88
92
12
100
Copyright © 2003 ACNielsen
92
88
Q.7
Bulk
Frequency of experiencing
interruptions with water supply
Base: All informants
100
80
60
%
40
20
0
Every few months
Never
Source: Project Puddle 2003 n=25
Planned
Unplanned
56
40
44
60
Copyright © 2003 ACNielsen
Q.4,5
Bulk
Dealing with unplanned interruption
100
Base: All informants
80
%
60
40
20
0
Unplanned
Plumber
24
City of Cape Town
68
Other
8
Q.6
Source: Project Puddle 2003 n=25
Copyright © 2003 ACNielsen
Bulk
Dealings with Municipality
Base: All informants
100
80
60
%
40
20
0
Report
Report
Enquire
Enquire
Complain faulty water unplanned about water about water quality of
meter
interruption restrictions
account
water
Past 6 months
12
16
4
28
Past year
24
8
4
12
Longer ago (1+ yr)
20
12
8
16
8
4
44
Never
Source: Project Puddle 2003 n=25
64
84
44
84
76
Copyright © 2003 ACNielsen
8
Enquire
about water
pressure
12
8
Q.11
Bulk
When reporting ...
Faulty water meter
Base: All who reported ...
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 2003 n=14
20
40
%
Agree
Copyright © 2003 ACNielsen
60
Disagree
80
100
Not sure Q.12
Bulk
When enquiring ...
About water account
Base: All who reported ...
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 2003 n=14
20
40
%
Agree
Copyright © 2003 ACNielsen
60
Disagree
80
100
Not sure Q.12
Bulk
Perceptions
Base: All informants
100
80
60
%
40
20
0
Most are consc.
of conser. water
Duty to report
faulty meter
readings
In CT, water
costs less than
rest of SA
In CT, water
We generally pay
costs same/ more too much for
than SA
water
Not sure
8
88
88
32
Disagree
16
8
4
12
4
8
56
76
Agree
Source: Project Puddle 2003 n=25
100
Copyright © 2003 ACNielsen
Q.10
Bulk
Perceptions
Base: All informants
100
80
60
%
40
20
0
Most b/w users adhere to
water restrictions
Water restr. are only
introduced if necessary
All water restrictions have
been lifted
Not sure
8
48
Disagree
16
20
76
Agree
Source: Project Puddle 2003 n=25
100
Copyright © 2003 ACNielsen
32
Q.10b
Bulk
Used for irrigation
Base: All informants
100
80
60
%
44
40
20
16
20
12
0
Bulk water supply
Bore hole
River
Dam
Q.9
Source: Project Puddle 2003 n=25
Copyright © 2003 ACNielsen
Bulk
Rain water and waste water flow
Base: All informants
Don't know
20%
Rain & waste
water flow in the
same pipe
4%
Rain & waste
water flow in
separate pipes
76%
Q.16
Source: Project Puddle 2003 n=25
Copyright © 2003 ACNielsen
Bulk
Behaviour changed in past year
specifically to conserve water
Base: All informants
No
16%
Yes
84%
Source: Project Puddle 2003 n=25
Copyright © 2003 ACNielsen
Q.17
Bulk
Reason for changing behaviour to
conserve water
Base: All informants who changed behaviour
Yes (n=21)
No
16%
Had to adhere to water
restrictions
Had to use less, price of
services increased
Yes
84%
Greater awareness to save
water / greater responsibility
to the environment
Information provided by
government on water
conservation
Q.17, 18
Source: Project Puddle 2003 n=25
Copyright © 2003 ACNielsen
Bulk
Relationship between user and supplier
Base: All informants
100
80
60 %
40
40
28
20
12
8
12
0
Client
Customer
Consumer
Rate payer
Part of the
community
Q.19
Source: Project Puddle 2003 n=25
Copyright © 2003 ACNielsen
Bulk
Likelihood of using treated waste water
for non-drinking at 50% of the price
Base: All informants
Fairly likely
12%
Not at all likely
12%
Very likely
76%
Q.22
Source: Project Puddle 2003 n=25
Copyright © 2003 ACNielsen
Bulk
Would a rising tariff scale encourage
miscellaneous consumers off the bulk
pipelines to use water more efficiently?
Base: All informants
No
12%
Don't know
8%
Yes
80%
Source: Project Puddle 2003 n=25
Copyright © 2003 ACNielsen
Q.21
Bulk
Percentage of water that miscellaneous
consumers off the bulk pipelines recycle
Base: All informants
Don't know
4%
"2% - 100%"
28%
"0"
68%
Q.22
Source: Project Puddle 2003 n=25
Copyright © 2003 ACNielsen
Bulk
Thank You