City of Cape Town
Business Satisfaction Survey 2013/14
© TNS
Introduction
© TNS
Background
The City of Cape Town wishes to measure its performance over time in
terms of service delivery to businesses in the City.
The City of Cape Town also wishes to identify which services businesses consider to be priority areas for
delivery.
TNS has conducted this research in 2007/8, 2008/9, 2009/10, 2010/11, 2011/12, 2012/13 and 2013/14.
The methodology employed in this study (TRI*M) allows the City to identify areas that businesses consider to
be priority.
The TRI*M methodology has been used by 80 of the Fortune 100 companies across all sectors of the economy
(including the public sector). It is the world’s leading measure of delivery.
© TNS
3
Project design
Focus Groups
Focus groups
Residents
Household survey
Business
Business survey
Understand, investigate, probe
Quantify, rate, score
Quantify, rate, score
Residents: 4 focus groups
05 December 2013 (x2)
09 December 2013
10 December 2013
Sample size: 3000
Sample size: 700
Business: 2 focus groups
02 December 2013
03 December 2013
Residents of 8 specified districts
Face-to-face interviews
In field from
3 October 2013 –
21 November 2013
Sourced list of registered
businesses in Cape Town
CATI (Computer Assisted
Telephonic Interviews)
In field from
31 October 2013 –
03 December 2013
TRI*M analysis to identify priority areas of future action for the City and to measure performance relative to
previous year across a number of service areas
© TNS
The ‘Why’ and ‘How’ of the business survey
 Business perception and satisfaction survey
 Quantitative research design
 Telephonic survey (CATI)
 37-minute questionnaire in English
 Evaluate the current level of service provided; understand the future needs of businesses;
inform the development planning agenda for the City of Cape Town
?
?
Who







Businesses within the City of Cape Town
Total sample 700
Precision at total level <5%
Sufficient sub-bases for statistical analysis
Sourced list of registered businesses in Cape Town
Respondents randomly selected off lists
Respondent required to be in a position to provide feedback on service delivery
 In field from 31 October 2013 – 03 December 2013
When
© TNS
5
Statistics
In statistics, a result is called statistically significant if it is unlikely to have
occurred by chance.
A 95% confidence interval has been used.
SIGNIFICANT INCREASE FROM 2012/13 IS INDICATED BY:
SIGNIFICANT DECREASE FROM 2012/13 IS INDICATED BY:
SIGNIFICANT INCREASE FROM 2009/10 IS INDICATED BY:
SIGNIFICANT DECREASE FROM 2009/10 IS INDICATED BY:
© TNS
6
Sample
© TNS
Which businesses did we speak to?
The response rate for the City of Cape Town was lower this year due to the survey duration. The survey
duration was 40 minutes at the start of the research, and it was therefore shortened. The final average
duration of the survey was 36.53 minutes.
Annual Turnover
All figures shown are
percentages
2009/10
(n=701)
2010/11
(n=700)
2011/12
(n=700)
2012/13
(n=701)
2013/14
(n=700)
Less than R1 million
19
13
9
12
8
R1 million - R3 million
18
11
10
11
7
R3 million - R10 million
15
12
16
15
16
R10 million and more
14
21
22
25
29
Refused
34
44
42
37
41
As with last three years, the sample was drawn from a sourced list of registered businesses
in Cape Town. For the first year, the sample was drawn from the RSC Levy database.
Business Size
Small (10 employees or less)
Medium (between 11 and 50 employees)
Large (51 employees or more)
2009/10
(n=701)
2010/11
(n=700)
2011/12
(n=700)
2012/13
(n=701)
2013/14
(n=700)
49
37
35
30
19
37
40
42
40
48
13
22
24
29
32
Significant change from 2012/13
© TNS
Significant change from 2009/10
8
Which businesses did we speak to?
2009/10
(n=701)
2010/11
(n=700)
2011/12
(n=700)
2012/13
(n=701)
2013/14
(n=700)
2
2
3
2
2
11
13
8
13
19
Construction
9
10
9
9
10
Electricity, gas & water supply or utilities
2
2
3
2
3
Finance and business services
5
6
7
7
10
13
15
14
18
22
6
4
4
8
8
22
16
23
19
21
Mining and quarrying
0
0
0
0
0
Creative industries
4
4
3
3
1
IT
1
2
2
1
0
Hospitality
2
4
3
0
0
Property
2
2
1
1
0
Education
6
4
2
1
0
Engineering
2
1
3
1
1
Export/import
1
0
0
1
0
Health
Legal
2
4
5
2
0
2
1
1
1
0
Motor industry
1
2
3
0
0
N/A
N/A
N/A
1
0
7
7
4
3
2
Figures shown are percentages
Agriculture and utilities
Community, social and personal services
Manufacturing
Transport, storage and communication
Wholesale and retail trade
Tourism
Other
Significant change from 2012/13
© TNS
Significant change from 2009/10
9
How long has the business been operating?*
%
71
15
4 3 2
1 1 1
Under 2
years
2-5 years
2011/12
8 8 7
Over 15
years
90% of businesses surveyed
had been in operation for over
10 years. Only 3% of
businesses had started up in
the last 5 years.
2013/14
n=701
* New question since 2011/12
© TNS
79
12 11
6-10 years 11-15 years
2012/13
76
Significant change from 2012/13
Significant change from 2009/10
10
Ownership of business premises
Do you own or rent the building your business is operating in?*
%
47
50
More businesses in Cape Town who
were interviewed own their premises
rather than rent them.
n=701
Rent
Own
2
1
Don't
know/refused
Other
n=700
*New question since 2011/12
© TNS
Significant change from 2012/13
Significant change from 2009/10
11
Relocating of businesses
Which area is your business most
likely to relocate to?*
Is your business considering
relocating in the next year?*
within the
Western
Cape but not
Cape Town
15%
area outside
of SADC
region
2%
Don't
know/
refused
4%
No
88%
Yes
8%
n=700
within Cape
Town
82%
The vast majority of businesses in the city are not considering relocating in the next year.
n=700
*New question since 2011/12
© TNS
Significant change from 2012/13
Significant change from 2009/10
12
TRI*M Index and business
segments
© TNS
Rating the overall performance of the City of
Cape Town
%
49
20
3
4
3
3
40
34
24
16
13
30
34
40
10 10
Fair
1
Good
2
2009 / 10
3.1
2010 / 11
3.2
45
4
2
Poor
Mean
rating:
46 44
Very good
3
2011 / 12
3.3
3.4
7
Excellent
4
2012 / 13
6
4
5
2013 / 14
9
There is a significant increase
in businesses who rate the
City’s overall performance as
“very good” and “excellent”.
The decline in ratings of “fair”
are also indicative of
improvements in the overall
category. The overall mean
score has also increased
significantly since 2009/10 and
since last year.
3.5
Significant change from 2012/13
© TNS 2014
Significant change from 2009/10
14
Trust in the City of Cape Town
%
47 46
3 5 3 3 2
29 31
36 35 38
17 14
13 10 10
Not strong at all Not very strong
1
4 4 6
Fairly strong
2
2009 / 10
Mean
rating:
42 41
38
3.1
2010 / 11
3.2
Very strong
3
2011 / 12
3.3
Extremely strong
4
5
2012 / 13
3.4
11 11
3.5
2013 / 14
There is a significant long
term increase in businesses
that rated their trust in the
City as “very strong” and
“extremely strong”. The
declines in ratings of “not
very strong” or “fairly strong”
are also indicative of
improved trust in the City.
The “trust” mean score has
also increased significantly
since 2009/10 and since last
year.
Significant change from 2012/13
© TNS 2014
Significant change from 2009/10
15
The City of Cape Town’s fulfilment of its role
as public service provider
%
45 42
19 16
13
4 3 4 3 2
35 33
34
43 45
5 5 6
Fair
Good
1
2
3
3.1
27
38
8 7
Poor
2009 / 10
Mean
rating:
39
2010 / 11
3.2
2011 / 12
3.3
Very good
4
3.5
Excellent
5
2012 / 13
11 13
2013 / 14
There is also a significant
increase in businesses who
rate the City’s value to
society as “very good” and
“excellent” since 2009/10.
The overall mean score has
also increased significantly
over the long and short
term.
3.6
Significant change from 2012/13
© TNS 2014
Significant change from 2009/10
16
Rating of the City of Cape Town compared to
other public service providers
%
38 35
2 3 5 1 2
15 12
Poor
2
2009 / 10
3.4
27
33
37 34 40 37
12 14
5 8
Fair
1
Mean
rating:
9
33 31
Good
3
2010 / 11
3.5
2011 / 12
3.5
Very good
4
23
Excellent
5
2012 / 13
3.8
19
27
There is a significant long
term increase in
businesses who rate the
City in comparison to
other public institutions as
“excellent”.
2013 / 14
3.8
Significant change from 2012/13
© TNS 2014
Significant change from 2009/10
17
The TRI*M Index covers four dimensions of the City’s
relationship with its citizens
Overall
performance
Thinking about the
different services
provided by the City of
Cape Town, how would
you rate the overall
performance of the City
of Cape Town?
Trust
How strongly do you
trust in the City of Cape
Town?
Value to society
How well do you think
the City of Cape Town is
fulfilling its role as a
provider of municipal
services?
Comparison
How do you rate the
services of the City of
Cape Town compared to
other public institutions
such as National
Government or Provincial
Government?
Excellent
Extremely strong
Excellent
Excellent
Very good
Very strong
Very good
Very good
Good
Fairly strong
Good
Good
Fair
Not very strong
Fair
Fair
Poor
Not strong at all
Poor
Poor
© TNS
18
The TRI*M scale explained
On a typical 5-point scale, the neutral box usually shows a higher share of respondents. This is likely
due to the fact that respondents select the neutral point when they would rather not make a
decision. An additional drawback of a neutral point is that there is no way to know where these
respondents would have been had they made a ‘decision’ – were they inclined to be positive or
negative?
Asymmetric verbal scales without a neutral box force the respondents to make a choice
TRI*M IS THEREFORE
COMMITTED TO THE USE
OF ASYMMETRIC SCALES
(UN-BALANCED SCALES)
WITHOUT A NEUTRAL
MID-POINT
Poor
Fair
Good
Very good Excellent
The primary benefit is the action-ability of the results. Organisations want to know if their performance was
positive or negative – so they can take action. When they have a very large percentage of respondents who are
in the neutral category and some are not really neutral but may have been positively or negatively inclined, it is
rather difficult to read and interpret the data to take actions on the results.
© TNS
19
The TRI*M Index explained
The TRI*M Index measures the strength of your relationships…
 Provides a single score that measures satisfaction and commitment
 Can be used as a benchmarking tool over time
85
Business satisfaction
90
78
69
62
70
49
51
50
30
2007
2008
2009
2010
2011
2012
Year
© TNS
20
The TRI*M Index explained
A one number score that measures the level of satisfaction and commitment
The TRI*M Index measures the strength of your relationship with the business…
total
71
Low service
quality
High service
quality
40
TRI*M Benchmark Figures:
60
Bottom 10 %
80
Bottom 33 %
Mean
100
Top 33 %
Top 10 %
SOURCE: Restaurants World
BASE: 3024
© TNS
21
The TRI*M Index:
Results for businesses in Cape Town
The size of 4 of the
businesses in the
sample was not
established.
High Service
Quality
70
59
65
62
55
51
50
41
60
47
42
62
52
50
46
62
61
52
48
47
36
35
30
10
Low Service
Quality
Base
Overall
Small company
Medium company
Large company
700*
137
338
221
* Sample base size in 2013/14
2009/10
© TNS
2010/11
2011/12
2012/13
There have been steady improvements in the TRI*M Index since
2009/10, and this trend has continued in 2013/14 however large
companies has dipped slightly.
2013/14
22
Performance for various
service areas
© TNS
Overview of performance
Scale: 1=Poor, 2=Fair, 3=Good, 4=Very
good, 5=Excellent
2009/ 10
(n=701)
2010/ 11
(n=700)
2011/12
(n=700)
2012/13
(n=701)
2013/14
(n=700)
Average for essential services
3.1
3.1
3.3
3.3
3.5
Average for law enforcement
2.7
2.7
2.9
2.8
3.1
Average for town planning and building development
2.8
2.7
2.9
2.9
3.2
Average for transport
2.8
2.8
2.8
2.9
3.1
Average for billings and payments
3.4
3.4
3.5
3.6
3.7
Average for emergency and fire and rescue services**
n/a
n/a
n/a
3.5
3.7
Average for property valuation***
n/a
n/a
n/a
n/a
3.5
Average for interacting with the City
3.0
2.8
3.1
3.1
3.2
Average for conduct of municipal councillors and staff*
n/a
n/a
3.2
3.2
3.4
All services performed significantly better than 2009/10. Emergency and fire and rescue services showed a
short-term increase.
* New section added in 2011/12
** New section added in 2012/13
*** New section added in 2013/14
© TNS
Significant change from 2012/13
Significant change from 2009/10
24
Essential services (1)
Scale: 1=Poor, 2=Fair, 3=Good, 4=Very
good, 5=Excellent
2009/10
(n=701)
2010/11
(n=700)
2011/12
(n=700)
2012/13
(n=701)
2013/14
(n=700)
3.1
3.1
3.3
3.3
3.5
Roads
3.2
3.1
3.3
3.3
3.5
Sufficient access to your business being provided by the road
network
3.5
3.4
3.6
3.6
3.8
There being clear signage and line markings on the roads
3.1
3.2
3.3
3.3
3.6
Ensuring that the roads around where your business is located are
regularly maintained and potholes are fixed
2.8
2.7
3.0
2.9
3.3
Street lights
3.2
3.3
3.4
3.4
3.6
There being sufficient street lighting in the vicinity of your business
3.3
3.4
3.4
3.5
3.7
Street lights being quickly fixed when they stop working
3.1
3.2
3.3
3.3
3.5
Refuse collection
3.3
3.2
3.3
3.4
3.6
Refuse being regularly removed from your business
3.8
3.7
3.7
3.9
4.1
The location of refuse drop-off sites in the vicinity of your business
is being clearly communicated
3.0
3.0
3.1
3.1
3.3
Quickly attending to complaints and queries regarding refuse
removal
3.1
3.0
3.2
3.2
3.5
Average for essential services
Roads, street lights and refuse collection have all shown a significant short and long term improvement.
Significant change from 2012/13
© TNS
Significant change from 2009/10
25
Essential services (2)
Scale: 1=Poor, 2=Fair, 3=Good,
4=Very good, 5=Excellent
2009/ 10
(n=701)
2010/11
(n=700)
2011/12
(n=700)
2012/13
(n=701)
2013/14
(n=700)
3.1
3.1
3.3
3.3
3.5
Water provision
3.5
3.4
3.5
3.5
3.8
Giving your business an uninterrupted water supply
4.0
4.0
4.0
4.1
4.2
Water restrictions being effectively managed
3.4
3.3
3.4
3.4
3.7
Complaints and queries regarding water are immediately
attended to*
n/a
3.2
3.4
3.4
3.6
Water costs being charged at reasonable rates
3.1
3.0
3.2
3.1
3.5
Sewerage and sanitation
3.5
3.5
3.6
3.7
3.8
Effectively providing sewerage and sanitation services in the
area that you work
3.6
3.6
3.7
3.8
3.9
Immediately attending to sewerage and sanitation problems
3.4
3.4
3.5
3.6
3.7
Stormwater
2.9
2.9
3.2
3.2
3.3
Stormwater flooding being prevented
2.9
2.9
3.2
3.2
3.3
Stormwater drains - these are the drain inlets at the side of
the road - being regularly cleaned and kept blockage free in
the vicinity of your business
2.9
2.9
3.1
3.2
3.3
Average for essential services
Water provision, Sewerage and sanitation as well as Stormwater as a category have shown a significant
improvement compared to 2009/10 and last year.
* New question added in 2010/11
© TNS
Significant change from 2012/13
Significant change from 2009/10
26
Essential services (3)
Scale: 1=Poor, 2=Fair, 3=Good,
4=Very good, 5=Excellent
2009/ 10
(n=701)
2010/11
(n=700)
2011/12
(n=700)
2012/13
(n=701)
2013/14
(n=700)
3.1
3.1
3.3
3.3
3.5
2.8
2.7
2.9
2.7
3.2
3.1
3.1
3.2
3.2
3.5
Electricity tariffs being affordable for your business
2.4
2.4
2.6
2.3
3.0
The City communicating schedules about load
shedding effectively*
2.9
n/a
n/a
n/a
n/a
Collective services
2.6
2.5
2.7
2.6
3.0
Streets being regularly swept and litter controlled
2.9
2.8
3.0
3.0
3.3
There being public toilets in the vicinity of your
business
2.2
2.0
2.2
2.0
2.5
Average for essential services
Electricity
Immediately attending
equipment failures
to
electrical
faults
or
Electricity and Collective services as a category have shown a significant improvement compared
to 2009/10 and last year.
* Question removed in 2010/11
© TNS
Significant change from 2012/13
Significant change from 2009/10
27
Law enforcement
Scale: 1=Poor, 2=Fair, 3=Good, 4=Very
good, 5=Excellent
2009/ 10
(n=701)
2010/11
(n=700)
2011/12(
n=700)
2012/13
(n=701)
2013/14
(n=700)
Average for law enforcement
2.7
2.7
2.9
2.8
3.1
Acting on complaints about noise and other disturbances
3.0
2.9
3.0
2.8
3.3
The safety of the environment in which your business
operates
2.8
2.8
3.1
2.9
3.2
Controlling illegal street trading
2.7
2.7
2.9
3.1
3.1
There being a visible presence of traffic enforcement on
roads
2.7
2.7
2.9
2.8
3.0
Adequate measures being in place to address corruption
within the City of Cape Town
2.6
2.5
2.8
2.6
3.0
There being a visible presence of metro police in your
area of business
2.5
2.5
2.6
2.8
2.8
There has been a significant increase in perceptions of law enforcement in general since 2009/10.
Perceptions of law enforcement have increased significantly in the short term while controlling illegal
street trading and visible presence of metro police have remained stable.
Significant change from 2012/13
© TNS
Significant change from 2009/10
28
Town planning and building development
Scale: 1=Poor, 2=Fair, 3=Good, 4=Very
good, 5=Excellent
2009/10
(n=701)
2010/11
(n=700)
2011/12
(n=700)
2012/13
(n=701)
2013/14
(n=700)
2.8
2.7
2.9
2.9
3.2
Enforcing planning and building regulations
2.9
2.8
3.0
3.1
3.4
Approving building development & planning applications with
minimal delays
2.8
2.7
2.8
2.8
3.1
Average for town planning and building development
Ratings for town planning and building development have increased significantly since 2009/10 and
since last year.
Significant change from 2012/13
© TNS
Significant change from 2009/10
29
Transport
2009/ 10
(n=701)
2010/11
(n=700)
2011/12
(n=700)
2012/13
(n=701)
2013/14
(n=700)
Average for transport
2.8
2.8
2.8
2.9
3.1
Access to public transport being easy from your business
premises
3.0
3.0
3.0
3.1
3.2
Enabling and improving affordable public transport
2.7
2.7
2.8
2.9
3.1
Enabling and improving safe public transport
2.6
2.6
2.6
2.8
3.0
Reliable and punctual public transport is provided*
n/a
n/a
2.7
2.8
2.9
Scale: 1=Poor, 2=Fair, 3=Good, 4=Very
good, 5=Excellent
There has been a significant improvement in the perception of the transport category compared to 2009/10. All
perceptions have increased compared to those of last year with “access to public transport” remaining stable.
* New question in 2011/12
© TNS
Significant change from 2012/13
Significant change from 2009/10
30
Billings and payments
2009/ 10
(n=701)
2010/11
(n=700)
2011/12
(n=700)
2012/13
(n=701)
2013/14
(n=700)
3.4
3.4
3.5
3.6
3.7
Convenient payment options for municipal services,
licences and fines
3.7
3.7
3.8
3.9
4.0
Regularly receiving your account from City of Cape Town
3.7
3.7
3.8
3.9
3.9
Accounts from City of Cape Town being clear and
understandable
3.6
3.6
3.7
3.8
3.9
Your accounts from City of Cape Town always being
correct
3.3
3.2
3.4
3.4
3.5
Your enquiries via a call centre being efficiently dealt
with
3.0
2.9
3.1
3.1
3.4
Rates being comparable with other cities
3.0
2.9
3.2
3.3
3.5
Scale: 1=Poor, 2=Fair, 3=Good, 4=Very
good, 5=Excellent
Average for billings and payments
All perceptions of billings and payments have increased compared to 2009/10. Most perceptions have increased in the
short term apart from regularly receiving accounts and receiving corrects accounts remaining stable.
Significant change from 2012/13
© TNS
Significant change from 2009/10
31
Emergency and fire and rescue services
2009/ 10
(n=701)
2010/11
(n=700)
2011/12
(n=700)
2012/13
(n=701)
2013/14
(n=700)
n/a
n/a
n/a
3.5
3.7
Providing effective fire and rescue services to your
business
n/a
n/a
n/a
3.8
4.0
Regularly inspecting and carrying out maintenance on
fire safety equipment and hydrants in business districts
n/a
n/a
n/a
3.0
3.2
Fire and rescue personnel responding effectively to
emergencies
n/a
n/a
n/a
3.8
4.0
Average for emergency and fire and rescue services*
Emergency and fire and rescue service received the highest scores in the entire survey
* New section in 2012/13
© TNS
Significant change from 2012/13
Significant change from 2009/10
32
Property Valuations
2009/ 10
(n=701)
2010/11
(n=700)
2011/12
(n=700)
2012/13
(n=701)
2013/14
(n=463*)
n/a
n/a
n/a
n/a
3.5
Your property valuation being an accurate reflection of
the market value as at the date of valuation
n/a
n/a
n/a
n/a
3.3
Your property value notice being clear and
understandable
n/a
n/a
n/a
n/a
3.6
The quality of information provided on the valuation and
objection processes, including that on the website and at
public inspection venues
n/a
n/a
n/a
n/a
3.5
Average for property valuations**
* This section was not answered by all businesses as some businesses that did not own the building they were
occupying did not respond.
** New section in 2013/14
© TNS
33
Conduct of municipal councillors and staff
2009/ 10
(n=701)
2010/11
(n=700)
2011/12
(n=700)
2012/13
(n=701)
2013/14
(n=700)
n/a
n/a
3.2
3.2
3.4
Municipal councillors conducting themselves in an
appropriate manner according to a code of conduct
n/a
n/a
3.2
3.2
3.4
Municipal staff conducting themselves in an appropriate
manner according to a code of conduct
n/a
n/a
3.2
3.3
3.4
Average for conduct of municipal councillors and staff*
* New section in 2011/12
© TNS
Significant change from 2012/13
Significant change from 2009/10
34
Interacting with the City
2009/ 10
(n=701)
2010/11
(n=700)
2011/12
(n=700)
2012/13
(n=701)
2013/14
(n=700)
3.0
2.8
3.1
3.1
3.2
The Mayor being effective at dealing with issues facing
the City
3.3
3.0
3.0
3.1
3.5
The submission of forms and applications being simple
and efficient
3.1
2.9
3.4
3.5
3.3
Staff friendly, motivated & determined to assist with
your query/ complaint
3.0
2.9
3.1
3.1
3.3
Call centre operators who deal with queries or transfer
to someone who can
3.0
2.8
2.8
2.7
3.2
Keeping you informed of initiatives and changes to
services
2.9
2.8
3.1
3.1
3.1
Making you aware of the City's Integrated Development
Plan or IDP
2.9
2.7
3.1
3.0
3.2
There being short queues and waiting times at its offices
2.7
2.5
2.9
2.9
3.0
Scale: 1=Poor, 2=Fair, 3=Good, 4=Very
good, 5=Excellent
Average for interacting with the City
All perceptions of “interacting with the City” have shown significant increases since 2009/10. There has been a
significant increase in the long term on perception of the submission of forms and applications being simple and
efficient however this has decreased compared to last year.
Significant change from 2012/13
© TNS
Significant change from 2009/10
35
Important successes and
areas to prioritise for
improvement
© TNS
The TRI*M Delta Grid explained
Identification and prioritisation of performance improvement actions
Performance
Far above average
High
The TRI*M Delta Grid illustrates the relevant changes in performance (symbol) and
importance/impact (position) of the quality elements.
Hygienics
Above average
Motivators
D01
Average
Far below average
Significant changes
Impact/importance
Performance (symbols)
E01
Stated importance
Below average
E02
E05
G08
Low
J01
Potentials?/Savers?
Low
Hidden Opportunities
Impact on public service quality
High
© TNS
37
The TRI*M Delta Grid explained
 Changes in impact
The arrow next to E05 shows that this element
has a significantly higher impact on customer
retention now.
Hygienics
Motivators
D01
E01
Stated importance
 Changes in performance
The symbol + next to E01 shows that this element
has improved by one category. It used to be an
‘above average’ performance (white upward
triangle and is now a ‘far above average’
performance (black upward triangle).
High
Examples
E02
E05
G08
 Changes in importance
The arrow next to G08 shows that this element
is significantly more important now.
Low
J01
Potentials?/Savers?
Low
Hidden Opportunities
Impact on public service quality
High
© TNS
38
The TRI*M Grid – the Four Quadrants explained
Each of the four quadrants has a specific relevance to the relationship that exists
between a company and its stakeholders
Motivators:
This is the most important quadrant of the TRI*M Grid. Attributes here are both claimed to be
important and are shown to have high impact on relationship strength. Average or below-average
performance by a company here represents a priority for action.
Hidden Opportunities:
Attributes here are thought to be less important, but are shown in reality to have a high impact
on relationship strength. These are prime opportunities for a company to gain competitive
advantage in the marketplace.
Hygienics:
Attributes that are rated as to be highly important, but for which an analysis shows less impact
on relationship strength are called Hygienics. A company’s performance in this quadrant should
be maintained, as attributes positioned here are typically the pre-requisites for a sound
stakeholder relationship.
Potentials? / Savers?:
Maintenance is the maximum that is required here as over-performance may represent a waste of
valuable resources. Investment in this area could be re-deployed by a company to improve weak
performance in other more critical areas, such as the Motivators segment.
© TNS
39
Legend
RELATIVE STRENGTHS:
RELATIVE WEAKNESSES:
Performance
Far above average
Above average
Average
Below average
Far below average
Significant changes
Impact/importance
Performance (symbols)
© TNS
40
TRI*M GRID
TRI*M Delta Grid - Total
SEGMENT: Total - WAVE: City of Cape Town - 2013 compared to City of Cape Town - 2012
High
Roads
Hygienics
Motivators
A03. Sufficient access to your business being provided by the road
networks
Low
Maintain current service levels, and continue to
improve road maintenance, ensuring that potholes
are fixed
Stated importance
A01. Ensuring that the roads around where your business is located
are regularly maintained and potholes are fixed
A02. There being clear signage and line markings on the roads
A03
A02
Potentials?/Savers?
Low
62
59
TRI*M
Index
Unit for
comparison
Performance - Far below average
Relevant Changes in Position
Below average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - 2013: 700 // BASE City of Cape Town - 2012: 701
© TNS
Average
A01
Hidden Opportunities
Impact on public service quality
Above average
Far above average
High
TRI*M GRID
TRI*M Delta Grid - Total
SEGMENT: Total - WAVE: City of Cape Town - 2013 compared to City of Cape Town - 2012
High
Street lights
Hygienics
Motivators
Stated importance
B01. There being sufficient street lighting in the vicinity of your
business
B02. Street lights being quickly fixed when they stop working
Low
Maintain current service levels
B01
B02
Potentials?/Savers?
Low
62
59
TRI*M
Index
Unit for
comparison
Performance - Far below average
Relevant Changes in Position
Below average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - 2013: 700 // BASE City of Cape Town - 2012: 701
© TNS
Average
Hidden Opportunities
Impact on public service quality
Above average
Far above average
High
TRI*M GRID
TRI*M Delta Grid - Total
SEGMENT: Total - WAVE: City of Cape Town - 2013 compared to City of Cape Town - 2012
High
Refuse collection
Hygienics
Motivators
C01. The location of refuse drop-off sites in the vicinity of your
business is being clearly communicated
C02. Quickly attending to complaints regarding refuse removal
Stated importance
C03. Refuse being regularly removed from your business
Maintain current service levels
C03
C02
Low
C01
Potentials?/Savers?
Low
62
59
TRI*M
Index
Unit for
comparison
Performance - Far below average
Relevant Changes in Position
Below average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - 2013: 700 // BASE City of Cape Town - 2012: 701
© TNS
Average
Hidden Opportunities
Impact on public service quality
Above average
Far above average
High
TRI*M GRID
TRI*M Delta Grid - Total
SEGMENT: Total - WAVE: City of Cape Town - 2013 compared to City of Cape Town - 2012
High
Water provision
Hygienics
Motivators
D01. Giving your business an uninterrupted water supply
D02. Water costs being charged at reasonable rates
D01
Stated importance
D03. Complaints and queries regarding water being immediately
attended to
D04. Water restrictions being effectively managed
Low
Continue to improve the rate of attendance to
complaints and queries regarding water, as well as
focusing on improving perceptions of water costs
D03
D02
D04
Potentials?/Savers?
Low
62
59
TRI*M
Index
Unit for
comparison
Performance - Far below average
Relevant Changes in Position
Below average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - 2013: 700 // BASE City of Cape Town - 2012: 701
© TNS
Average
Hidden Opportunities
Impact on public service quality
Above average
Far above average
High
TRI*M GRID
TRI*M Delta Grid - Total
SEGMENT: Total - WAVE: City of Cape Town - 2013 compared to City of Cape Town - 2012
High
Sewerage and sanitation
Hygienics
Motivators
E01. Effectively providing sewerage and sanitation services in the
area that you work
E02. Immediately attending to sewerage and sanitation problems
Stated importance
E01
Low
Maintain current service levels
E02
Potentials?/Savers?
Low
62
59
TRI*M
Index
Unit for
comparison
Performance - Far below average
Relevant Changes in Position
Below average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - 2013: 700 // BASE City of Cape Town - 2012: 701
© TNS
Average
Hidden Opportunities
Impact on public service quality
Above average
Far above average
High
TRI*M GRID
TRI*M Delta Grid - Total
SEGMENT: Total - WAVE: City of Cape Town - 2013 compared to City of Cape Town - 2012
High
Stormwater
Hygienics
Motivators
Stated importance
F01. Stormwater drains - these are the drain inlets at the side of the
road - being regularly cleaned and kept blockage free in the ...
F02. Stormwater flooding being prevented
Low
Maintain current service levels
F02
F01
Potentials?/Savers?
Low
62
59
TRI*M
Index
Unit for
comparison
Performance - Far below average
Relevant Changes in Position
Below average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - 2013: 700 // BASE City of Cape Town - 2012: 701
© TNS
Average
Hidden Opportunities
Impact on public service quality
Above average
Far above average
High
TRI*M GRID
TRI*M Delta Grid - Total
SEGMENT: Total - WAVE: City of Cape Town - 2013 compared to City of Cape Town - 2012
High
Electricity
Hygienics
Motivators
G01. Electricity tariffs being affordable for your business
G02. Immediately attending to electrical faults or equipment failures
Stated importance
G02
Low
Continue to improve the rate of attending to
electrical faults or equipment failures
G01
Potentials?/Savers?
Low
62
59
TRI*M
Index
Unit for
comparison
Performance - Far below average
Relevant Changes in Position
Below average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - 2013: 700 // BASE City of Cape Town - 2012: 701
© TNS
Average
Hidden Opportunities
Impact on public service quality
Above average
Far above average
High
TRI*M GRID
TRI*M Delta Grid - Total
SEGMENT: Total - WAVE: City of Cape Town - 2013 compared to City of Cape Town - 2012
High
Collective services
Hygienics
Motivators
H01. There being public toilets in the vicinity of your business
Stated importance
H02. Streets being regularly swept and litter controlled
Maintain current service levels
H02
Low
H01
Potentials?/Savers?
Low
62
59
TRI*M
Index
Unit for
comparison
Performance - Far below average
Relevant Changes in Position
Below average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - 2013: 700 // BASE City of Cape Town - 2012: 701
© TNS
Average
Hidden Opportunities
Impact on public service quality
Above average
Far above average
High
Suggestions for dealing with corruption
(focus group)
TRI*M GRID
TRI*M Delta Grid - Total
•
•
•
•
•
•
SEGMENT: Total - WAVE: City of Cape Town - 2013 compared to City of Cape Town - 2012
High
Law enforcement
Consequences (jail, fired, reported to media, lose bonus)
Education
Stricter hiring criteria
Internal whistleblowers
End nepotism
More frequent audits
Hygienics
Motivators
I01. There being a visible presence of traffic enforcement on roads
I02. Acting on complaints about noise and other disturbances
I06
I03. Controlling illegal street trading
I05
Stated importance
I04. There being a visible presence of metro police in your area of
business
I05. Adequate measures being in place to address corruption within
the City of Cape Town
I06. The safety of the environment in which your business operates
I01
I03
I04
I02
Low
Address perceptions of corruption in the City of
Cape Town and improve safety of business
environments
Potentials?/Savers?
Low
62
59
TRI*M
Index
Unit for
comparison
Performance - Far below average
Relevant Changes in Position
Below average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - 2013: 700 // BASE City of Cape Town - 2012: 701
© TNS
Average
Hidden Opportunities
Impact on public service quality
Above average
Far above average
High
TRI*M GRID
TRI*M Delta Grid - Total
SEGMENT: Total - WAVE: City of Cape Town - 2013 compared to City of Cape Town - 2012
High
Emergency and fire and rescue services
Hygienics
Motivators
O01. Providing effective fire and rescue services to your business
O02. Regularly inspecting and carrying out maintenance on fire safety
equipment and hydrants in business districts
O03. Fire and rescue personnel responding effectively to emergencies
Stated importance
O01
Low
Improve frequency of inspecting and maintaining fire
equipment and hydrants in business districts
O03
O02
Potentials?/Savers?
Low
62
59
TRI*M
Index
Unit for
comparison
Performance - Far below average
Relevant Changes in Position
Below average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - 2013: 700 // BASE City of Cape Town - 2012: 701
© TNS
Average
Hidden Opportunities
Impact on public service quality
Above average
Far above average
High
TRI*M GRID
TRI*M Delta Grid - Total
SEGMENT: Total - WAVE: City of Cape Town - 2013 compared to City of Cape Town - 2012
High
Town planning and building development
Hygienics
Motivators
J01. Enforcing planning and building regulations
Stated importance
J02. Approving building development and planning applications with
minimal delays
Low
Need to improve speed of building development and
planning applications processing
J01
J02
Potentials?/Savers?
Low
62
59
TRI*M
Index
Unit for
comparison
Performance - Far below average
Relevant Changes in Position
Below average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - 2013: 700 // BASE City of Cape Town - 2012: 701
© TNS
Average
Hidden Opportunities
Impact on public service quality
Above average
Far above average
High
TRI*M GRID
TRI*M Delta Grid - Total
SEGMENT: Total - WAVE: City of Cape Town - 2013 compared to City of Cape Town - 2012
High
Transport
Hygienics
Motivators
K01. Enabling and improving safe public transport
K02. Enabling and improving affordable public transport
Stated importance
K03. Access to public transport being easy from your business
premises
K04. Reliable and punctual public transport is provided
Low
Improve access to, and safety of, public transport
K04
59
TRI*M
Index
Unit for
comparison
Performance - Far below average
Relevant Changes in Position
Below average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - 2013: 700 // BASE City of Cape Town - 2012: 701
© TNS
Average
K01
K03
Potentials?/Savers?
Low
62
K02
Hidden Opportunities
Impact on public service quality
Above average
Far above average
High
TRI*M GRID
TRI*M Delta Grid - Total
SEGMENT: Total - WAVE: City of Cape Town - 2013 compared to City of Cape Town - 2012
High
Billings and payment
Hygienics
Motivators
L01. Your accounts from City of Cape Town being clear and
understandable
L02. Your accounts from City of Cape Town always being correct
L04
L03. Your enquiries via a call centre being efficiently dealt with
L05. There being convenient payment options for municipal services,
licenses and fines
L06. Rates being comparable with other cities
L02
Stated importance
L04. Regularly receiving your account from City of Cape Town
Continue to improve the accuracy of accounts, the
efficiency with which enquiries via the call centre are
dealt with, and perceptions of the comparability of
rates with other cities
L05
L03
Low
L01
Potentials?/Savers?
Low
62
59
TRI*M
Index
Unit for
comparison
Performance - Far below average
Relevant Changes in Position
Below average
© TNS
Average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - 2013: 700 // BASE City of Cape Town - 2012: 701
L06
Hidden Opportunities
Impact on public service quality
Above average
Far above average
High
TRI*M GRID
TRI*M Delta Grid - Total
SEGMENT: Total - WAVE: City of Cape Town - 2013 compared to City of Cape Town - 2012
High
Property valuation
Hygienics
Motivators
P03. The information provided on the valuation and objection
processes, including that on the website and at public inspection
venues
Low
Maintain current service levels
Stated importance
P01. Your property valuation is an accurate reflection of the market
value as at the date of valuation
P02. Your property valuation notice is clear and understandable
P01
Potentials?/Savers?
Low
62
59
TRI*M
Index
Unit for
comparison
Performance - Far below average
Relevant Changes in Position
SOURCE:
BASE City of Cape Town - 2013: 463
© TNS
Below average
Average
Relevant Changes in Symbols
P03
P02
Hidden Opportunities
Impact on public service quality
Above average
Far above average
High
TRI*M GRID
TRI*M Delta Grid - Total
SEGMENT: Total - WAVE: City of Cape Town - 2013 compared to City of Cape Town - 2012
High
Conduct of municipal councillors and municipal staff
Hygienics
Motivators
N01. Municipal councillors conduct themselves in an appropriate
manner according to a code of conduct
N02. Municipal staff conduct themselves in an appropriate manner
according to a code of conduct
Low
Continue to facilitate improved conduct on the part
of municipal counsellors and staff, to ensure
alignment with the code of conduct
Potentials?/Savers?
Low
62
59
TRI*M
Index
Unit for
comparison
Performance - Far below average
Relevant Changes in Position
Below average
© TNS
Average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - 2013: 700 // BASE City of Cape Town - 2012: 701
N01
Stated importance
N02
Hidden Opportunities
Impact on public service quality
Above average
Far above average
High
TRI*M GRID
TRI*M Delta Grid - Total
SEGMENT: Total - WAVE: City of Cape Town - 2013 compared to City of Cape Town - 2012
High
Interacting with the City of Cape Town
Hygienics
Motivators
M01. There being call centre operators who can deal with your
queries or transfer you to someone who can
M02. There being short queues and waiting times at its offices
M03. Keeping you informed of initiatives and changes to services
M07. Making you aware of the Citys Integrated Development Plan or
IDP
Stated importance
M04. Staff being friendly, motivated and determined to assist in
resolving your query or complaint
M05. The submission of forms and applications being simple and
efficient
M06. The Mayor being effective at dealing with issues facing the City
M06
Low
Improvements around communication with the City
of Cape Town are key to improving overall service
perceptions
M05 M04
M02
M07
Potentials?/Savers?
Low
62
59
TRI*M
Index
Unit for
comparison
Performance - Far below average
Relevant Changes in Position
Below average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - 2013: 700 // BASE City of Cape Town - 2012: 701
© TNS
Average
M01
M03
Hidden Opportunities
Impact on public service quality
Above average
Far above average
High
Priority analysis – Business survey
Interacting with the City of Cape
Town
There being call centre operators
who can deal with your queries or
transfer you to someone who can
2
Law enforcement
Adequate measures being in place
to address corruption within the
City of Cape Town
2
Emergency and fire rescue
services
Regularly inspecting and carrying
out maintenance on fire safety
equipment and hydrants in business
districts
2
2
High
57
Corruption
Awareness or experience of an
inappropriate offer from a City
employee
Awareness of the City’s AntiCorruption and Fraud toll-free
hotline or email
The majority of
respondents are not
aware of or claim not to
have experienced an
No 93%
(93%)
No 52%
(54%)
Don't
know/
refused
Yes 4%
3%
(4%)
(3%)
n=700
inappropriate offer from
a City employee.
Yes 48%
(45%)
Do you think the City’s AntiCorruption and Fraud toll-free hotline
or email is effective in deterring
corruption, fraud and other unethical
behaviour?*
n=700
Don't
know /
refused
33%
(39%)
Have you ever used the City’s AntiCorruption or Fraud toll-free hotline?
96% (97%) haven’t used the City’s Anti-Corruption toll-free hotline
4% (3%) have used the City’s Anti-Corruption toll-free hotline
* New question added in 2011/12
‘( )’ indicate scores from 2012/13
© TNS
n=337
Yes
50%
(48%)
No 17%
(12%)
Significant change from 2012/13
Significant change from 2009/10
58
Cape Town as a business tourist destination
How would you rate Cape Town as a business
tourist destination?*
394038
42
45
38
%
83% of businesses rated Cape Town as
18
“very good” or “excellent” in terms of
the City as a business tourist
1514
destination, which confirms the
1 0 0
confidence that businesses have in the
3 2 2
1 1 1
City as a favourable place to do
business.
2011/12
2012/13
2013/14
* New question added in 2011/12
© TNS
Significant change from 2012/13
Significant change from 2009/10
59
Gaps in service delivery
and accessing information
© TNS
Gaps in service delivery to businesses – spontaneous
mentions
Cleanliness of the urban environment and safety and security issues are at the top of the list for
business owners. Almost one fifth of businesses say they do not see any gaps in the City’s service
delivery - this is a significant decrease compared to last year.
19
19
17
Cleanliness of the urban environment
Safety/security
17
2
6
Interacting with the city and accounts
Transport
Roads
Water issues
Other
15
14
3
4
15
2010/11 (n=700)
2011/12 (n=700)
13
12
16
10
12
2012/13 (n=701)
12
2013/14 (n=700)
7
13
9
10
9
7
10
5
7
17
6
19
Nothing
Don't know
21
18
12
Electricity issues
%
10
6
7
5
19
25
29
10
Significant change from 2012/13
© TNS
Significant change from 2009/10
61
Useful business information that the City of Cape Town
could provide to make business decisions*
%
10
9
Electricity and water issues
General Information
Any other comment
Infrastructure
Roads
Crime/safety and security
Transport
Updates on any changes
Nothing
Don't know
6
3
27
21
24
24
General information, about
any issue which may affect
their businesses, is still top of
13
15
14
the list. Businesses are also
concerned about electricity
9
and water issues, with
4
3
4
2
2
4
3
1
4
4
2
2
infrastructure being much
2011/2012
2012/2013
2013/2014
8
13
13
30
13
41
* New question added in 2011/12
© TNS
less important than last year
Significant change from 2012/13
Significant change from 2009/10
62
Preferred method to receive business related
information from the City*
70
60
59
63
50
40
%
30
2012/13
20
14 14
10
12
10
2013/14
9 8
3 4
3 2
SMS
Other
0
Email
Newsletter
in the
post
City of
Cape
Town
website
Municipal
account
*Of the businesses that said they would like to receive business related information from the City, this is the preferred
method to receive it.
* New question in 2012/13
Significant change from 2012/13
© TNS
Significant change from 2009/10
63
How could the City improve the business environment
or climate of Cape Town?*
%
Infrastructure
Crime/safety and security
Service
Cleanliness
Transport
Roads
Staff
Communication
Electricity and water issues
Employment
Nothing / no comment
Any other comment
25
23
20
10
8
13
12
6
9
9
9
6
6
2
6
6
5
5
5
5
5
7
8
4
7
8
3
3
2
1
15
14
17
8
13
10
* New question added in 2011/12
© TNS
Businesses feel that
infrastructure improvements
would make the most impact.
2011/2012
2012/2013
2013/2014
Significant change from 2012/13
Significant change from 2009/10
64
What could the City improve for people working in
commercial and business areas?*
%
Transport
34
Cleanliness
Parking
Traffic
Nothing
Any other comment
Don't know
42
17
12
14
Crime/safety and security
Roads
43
7
7
6
5
7
4
5
5
4
3
4
3
8
8
8
5
5
8
important issue to address.
Businesses also felt that
crime and safety was one of
2011/2012
the most important aspects
of working life in commercial
2012/2013
and business areas that
could be addressed.
2013/2014
15
19
15
* New question added in 2011/12
© TNS
Transport remains the most
Significant change from 2012/13
Significant change from 2009/10
65
Interaction with the City of Cape Town’s website
On average, how often do you use the
City of Cape Town’s website?
%
Weekly
Twice a month
Once a month
Every 3 months or quarterly
Twice a year
Less than twice a year
Whenever the need arises
Never
8
9
11
13
6
8
7
7
9
15
15
13
7
7
9
9
7
7
5
8
4
3
3
4
8
10
12
13
Not useful at
all
Don't know
3%
3%
Not that
useful
9%
2010/11 (n=700)
2011/12 (n=700)
2012/13 (n=701)
2013/14 (n=700)
No significant
differences
from last year
Somewhat
useful
43%
Very useful
42%
n=472
(2013/14)
40
36
29
50
* New question added in 2010/11
© TNS
How useful is this information to your
business needs?
29% of respondents have never accessed the City’s
website (significantly down from last year); of those who
have used it, 85% say they found it very useful or
somewhat useful.
Significant change from 2012/13
Significant change from 2009/10
66
Reason for not using City of Cape Town’s website
Why have you never used the City of
Cape Town’s website?*
%
55
49
45
No need or never thought of it
15
13
Preference
23
Preference:
I prefer contacting the call centre (12%)
Account provides all the information I need (3%)
Don’t deal with them directly (2%)
6
Any other comment
13
16
11
14
10
Awareness
9
10
Accessibility
4
Previous bad experience
1
0
0
n=205
* New question in 2011/12
© TNS
2011/2012
2012/2013
Respondents who have
never used the City’s
website typically say they
have no need or have never
thought of it.
2013/2014
Significant change from 2012/13
Significant change from 2009/10
67
Social Media and the City of Cape Town
Would you consider using social media like
Facebook, Twitter, LinkedIn, Mxit etc. to
stay in contact with the City of Cape Town
on business issues?*
Which forms of social media could the City of
Cape Town use to communicate with your
business?*
%
67
Facebook
64
19
17
Apps (Smartphone)
Yes, 43%
(44%)
22
Twitter
22
LinkedIn
No, 56%
(55%)
Don't
know/ref
used,
2%
(1%)
8
Mxit
5
5
5
My Space
3
4
4
n=700
0
* New questions in 2011/12
© TNS
30
28
2011/2012
2012/2013
11
2013/2014
20
20
75
40
60 n=29880
Significant change from 2012/13
Significant change from 2009/10
68
Summary
© TNS
Summary
 The City of Cape Town’s overall performance mean rating has increased significantly
in the long and short-term from 3.4 last year to 3.5 this year.
 The City has shown a significant long-term increase in ‘very good’ and ‘excellent’
ratings on three of the four key dimensions, including:
 Overall performance (54%*)
 Trust (49%*)
 And Public service provider role-fulfilment (58%*)
 Performance compared to other service providers (64%*) showed a significant
long-term increase in the proportion of ‘excellent’ ratings.
*Proportion of businesses that give a ‘very good’ or ‘excellent’ rating to the City of Cape
Town on a particular dimension
© TNS
70
Summary
 The City of Cape Town’s overall TRI*M index score has increased by three points (from 59
to 62) since 2012/13.
 The City should focus on:
 Ensuring that call centre operators deal with queries, or transfer callers
appropriately
 Implementing adequate measures to address corruption
 Regularly inspecting and maintaining fire safety equipment and hydrants
 Overall, TRI*M scores increased:
 Amongst small companies from 55 to 65
 Amongst medium companies from 60 to 62
 TRI*M scores decreased slightly:
 Amongst large companies from 62 to 61
© TNS
71
Summary
 In general, businesses are increasingly looking for information on:
 Electricity and water (27%)
 Infrastructure (9%)
 Crime/safety and security (4%)
 Businesses that have never used the City’s website have declined in the long and
short-term from 36% to 29%.
 The majority of those who did not use the website indicated that they had:
 No need for the website (45%)
 Prefer the call centre (23%)
 Businesses increasingly indicated that they wished to communicate with the City via:
 LinkedIn (20%)
 and Smartphone apps (30%)
© TNS
72