Some Helderbergers may expect visits from representatives of the independent research agency Kantar, which has been contracted by the City of Cape Town to conduct the Water and Sanitation Directorate’s annual Customer Satisfaction Survey.
The survey, which aims to assess the satisfaction levels of residents and businesses while aligning with the best practices to enhance service delivery, takes place from April to June. With a targeted sample size of 4 000, including 3 700 formal and informal residents (including backyarders) and 300 businesses, the survey aims to gather comprehensive feedback.
Residents of South Peninsula, Panorama, Eastern Helderberg, Khayelitsha, Central Cape Town and Klipfontein regions may expect these visits in the upcoming weeks, while businesses will be surveyed via telephone.
Customer satisfaction will be assessed based on commitments outlined in the Water and Sanitation Directorate’s Customer Service Charter. The survey will serve as a crucial tool in identifying areas for improvement and enhancing service delivery to the residents of Cape Town.
Feedback will help in:
. Understanding residents’ experiences with the City’s water and sanitation services. Determining acceptable levels of service perception and satisfaction. Identifying areas in need of improvement. Addressing unmet needs in formal, informal and business sectors. Evaluating the effectiveness of marketing campaigns and communication strategies
“Participation is key, as your views will shape future initiatives,” Mayco Member for Water and Sanitation Councillor Zahid Badroodien and Contact Centre services. The survey will cover aspects of service delivery, such as drinking water, sewage, stormwater management and billing. It should take approximately 30 minutes to complete. Rest assured, all information provided will be kept strictly anonymous and treated with utmost confidentiality.
If you encounter anyone claiming to represent Kantar and have doubts about their identity, please contact the City’s Call Centre at 0860 103 089 for verification.
