Joburg Water asks customers to rate its service delivery

02 March 2017

 

Johannesburg Water, the City of Johannesburg’s water and sanitation entity, has embarked on its annual Customer Satisfaction Survey to ensure that its service delivery is in sync with customer expectations.

 

Over the next three months, 20 fieldworkers will traverse the length and breadth of Johannesburg to interview a total of 2 000 residents, 300 business owners, 100 representatives of corporate companies and 100 other stakeholders as a sample for the survey.

The annual survey determines customer satisfaction levels and identifies key drivers for work on customer complaints.

Eleanor Mavimbela, Joburg Water’s spokesperson, says all the fieldworkers will bear identification cards confirming their credentials. The survey will be carried out in all regions, starting in Region F.

“This is an opportunity for Joburg Water customers across the city to rate the services that they receive from the entity and to let us know what we can improve on. Your opinion is important to us,” says Mavimbela.

She describes the feedback Joburg Water received in 2016 as “great” and the entity is looking forward to more responses from customers this year.

“The key focus in the coming years will be to enhance and improve consumer engagements on critical matters pertaining to the delivery of services. The focus will be on improving response times to water bursts and blockages and inform consumers about planned water disruptions,” says Mavimbela.

“Johannesburg Water considers the results of the survey critical in determining the perceptions of customers about the quality of service delivery. The entity uses this information to determine key needs and priorities for the future.”