Transcript
Page 1: CUSTOMER SATISFACTION SURVEY 2009 - Tshwane · CUSTOMER SATISFACTION SURVEY 2009 Households Satisfaction Survey Bureau of Market Research ... PERCENTAGE OF RESPONDENTS EXPRESSING

CUSTOMER SATISFACTION SURVEY20092009

Households Satisfaction SurveyHouseholds Satisfaction Survey

Bureau of Market ResearchUniversity of South Africa

May 2009

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TYPES OF HOUSES OCCUPIED BY RESPONDENTS, 2009

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DISTRIBUTION OF SAMPLE BY TYPE OF AREA, 2009

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LENGTH OF TIME HOUSEHOLDS HAVE LIVED IN THE C T 2009LIVED IN THE CoT, 2009

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PERCENTAGE OF RESPONDENTS WHO REPORTED SATISFACTION WITH THE CURRENT SERVICE DELIVERY PERFORMANCE, 2009

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PERCENTAGE OF RESPONDENTS WHO REPORTED AN IMPROVEMENT IN SERVICE PERFORMANCE LEVELS 2009IN SERVICE PERFORMANCE LEVELS, 2009

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PERCENTAGE OF RESPONDENTS EXPRESSING CONFIDENCE IN THE C T TO PROVIDE A GOOD QUALITY OF LIFE 2009IN THE CoT TO PROVIDE A GOOD QUALITY OF LIFE, 2009

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RANKING OF CHALLENGES (1 TO 10) TO BE ADDRESSED BY THE CoT 2009CoT, 2009

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RANKING OF CHALLENGES (11 TO 20) TO BE ADDRESSED BY THE CoT 2009CoT, 2009

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SATISFACTION LEVELS FOR THE PROVISION OF ELECTRICITY BY REGION 2009BY REGION, 2009

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REASONS FOR DISSATISFACTION WITH ELECTRICITY PROVISION(RATINGS BELOW 6), 2009 

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PERCENTAGE OF RESPONDENTS (WITH ACCESS TO ELECTRICITY) CONFIRMING REGULAR ELECTRICITY READINGS, 2009

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PERCENTAGE OF HOUSEHOLDS (WITH ACCESS TO ELECTRICITY) USING PRE‐PAID ELECTRICITY METERS 2009USING PRE‐PAID ELECTRICITY METERS, 2009

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SATISFACTION LEVELS FOR REFUSE COLLECTION BY REGION, 2009

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SATISFACTION LEVELS FOR REFUSE COLLECTION BY REGION, 2009

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REASONS FOR DISSATISFACTION WITH REFUSE CO C O 2009COLLECTION, 2009

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SATISFACTION LEVELS FOR NEIGHBOURHOOD ROADS BY REGION 2009BY REGION, 2009

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REASONS FOR DISSATISFACTION WITH NEIGHBOURHOOD STREETS, 2009 ,

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SATISFACTION LEVELS FOR SANITATION BY REGION, 2009

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REASONS FOR DISSATISFACTION WITH SANITATION, 2009

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SATISFACTION LEVELS FOR STORMWATER SYSTEMS BY REGION, 2009

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REASONS FOR DISSATISFACTION WITH STORMWATER SYSTEMS, 2009

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SATISFACTION LEVELS FOR WATER PROVISION BY REGION, 2009

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REASONS FOR DISSATISFACTION WITH WATER PROVISION, 2009

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PERCENTAGE OF RESPONDENTS (WITH ACCESS TO WATER) CONFIRMING REGULAR WATER READINGS, 2009

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PERCENTAGE OF HOUSEHOLDS THAT MAKE USE OF PRE‐PAID WATER METERS, 2009

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SATISFACTION LEVELS FOR STREET LIGHTS BY REGION, 2009

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REASONS FOR DISSATISFACTION WITH STREET LIGHTS, 2009

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SATISFACTION WITH ELECTRICITY TARIFFS BY REGION, 2009

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SATISFACTION WITH PRE‐PAID ELECTRICITY TARIFFS BY REGION, 2009

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SATISFACTION WITH PROPERTY RATES BY REGION, 2009

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SATISFACTION WITH WATER TARIFFS BY REGION, 2009

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SATISFACTION WITH PRE‐PAID WATER TARIFFS BY REGION, 2009

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REFUSE REMOVAL TARIFFS BY REGION, 2009

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SATISFACTION WITH SANITATION TARIFFS BY REGION, 2009

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SATISFACTION WITH WASTE REMOVAL TARIFFS BY REGION, 2009

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SATISFACTION WITH BUS TARIFFS BY REGION, 2009

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SATISFACTION LEVELS FOR COMMUNITY HALLS/RECREATION CENTRES BY REGION 2009BY REGION, 2009

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MAIN REASONS FOR DISSATISFACTION WITH COMMUNITY HALLS AND RECREATION CENTRES, 2009

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SATISFACTION LEVELS FOR FIRE AND RESCUE SERVICES/FIRE BRIGADE BY REGION, 2009

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MAIN REASONS FOR DISSATISFACTION WITH FIRE AND RESCUE SERVICES/FIRE BRIGADE, 2009/ ,

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SATISFACTION LEVELS FOR EMERGENCY MEDICAL AND AMBULANCE SERVICES BY REGION, 2009

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MAIN REASONS FOR DISSATISFACTION WITH EMERGENCY MEDICAL AND AMBULANCE SERVICES, 2009

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SATISFACTION LEVELS FOR THE MUNICIPAL BUS SERVICE BY REGION, 2009,

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MAIN REASONS FOR DISSATISFACTION WITH THE MUNICIPAL BUS SERVICE OF THE CoT 2009SERVICE OF THE CoT, 2009

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SATISFACTION LEVELS FOR CEMETERIES BY REGION, 2009

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MAIN REASONS FOR DISSATISFACTION WITH MUNICIPAL CEMETERIES, 2009

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SATISFACTION LEVELS FOR MUNICIPAL CLINICS BY REGION, 2009

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MAIN REASONS FOR DISSATISFACTION WITH MUNICIPAL CLINICS, 2009

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SATISFACTION LEVELS FOR MUNICIPAL HOSPITALS BY REGION, 2009

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MAIN REASONS FOR DISSATISFACTION WITH MUNICIPAL HOSPITALS, 2009

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SATISFACTION LEVELS FOR MUNICIPAL MUSEUMS BY REGION, 2009 

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SATISFACTION LEVELS FOR MUNICIPAL THEATRES BY REGION, 2009

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SATISFACTION LEVELS FOR PRETORIA NATIONAL ZOO BY REGION, 2009

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SATISFACTION LEVELS FOR MUNICIPAL PARKS BY REGION, 2009

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MAIN REASONS FOR DISSATISFACTION WITH MUNICIPAL PARKS, 2009

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SATISFACTION LEVELS FOR PAVEMENTS/PEDESTRIAN WALKWAYS BY REGION, 2009

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MAIN REASONS FOR DISSATISFACTION WITH PAVEMENTS/PEDESTRIAN WALKWAYS, 2009

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SATISFACTION LEVELS FOR PUBLIC LIBRARIES BY REGION, 2009

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SATISFACTION LEVELS FOR PUBLIC SPORTS FACILITIES BY REGION, 2009

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MAIN REASONS FOR DISSATISFACTION WITH PUBLIC SPORTS FACILITIES IN THE CoT, 2009

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SATISFACTION LEVELS FOR MUNICIPAL PUBLIC TOILETS BY REGION, 2009

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SATISFACTION LEVELS FOR GARDEN REFUSE SITES BY REGION, 2009

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SATISFACTION LEVELS FOR MUNICIPAL TAXI RANKS BY REGION, 2009

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SATISFACTION LEVELS FOR INFORMAL TRADING FACILITIES BY REGION, 2009,

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SATISFACTION LEVELS FOR PUBLIC SWIMMING POOLS BY REGION, 2009

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SATISFACTION LEVELS FOR RECREATION RESORT/NATURE CONSERVATION AREAS (RESERVES) BY REGION, 2009

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SATISFACTION LEVELS FOR LICENSING:  LEARNER’S DRIVER’S LICENCE BY REGION, 2009

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SATISFACTION LEVELS FOR LICENSING:  DRIVER’S LICENCE (APPLICATIONS/RENEWALS) 

BY REGION, 2009

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SATISFACTION LEVELS FOR WASTE REMOVAL BY REGION, 2009

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SATISFACTION LEVELS FOR EMERGENCY/DISASTER MANAGEMENTBY REGION, 2009

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SATISFACTION LEVELS FOR STREET SWEEPING AND LITTER CONTROL BY REGION, 2009 

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SATISFACTION LEVELS FOR TRAFFIC LIGHTS/SIGNALS BY REGION, 2009

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SATISFACTION LEVELS FOR GRASS CUTTING BY REGION, 2009 

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SATISFACTION LEVELS FOR ROAD MAINTENANCE BY REGION, 2009 

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SATISFACTION LEVELS FOR STREET TREES BY REGION, 2009 

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SATISFACTION LEVELS FOR GOVERNMENT/SOCIAL HOUSING BY REGION, 2009 

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PERCENTAGE OF POPULATION UTILISING CoT COMMUNITY SERVICES DURING THE 12 MONTHS PRECEDING THE SURVEY, 2009

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PERCENTAGE OF POPULATION UTILISING CoT COMMUNITY SERVICES DURING THE 12 MONTHS PRECEDING THE SURVEY, 2009

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SATISFACTION LEVELS FOR BUILDING CONTROL SERVICES BY REGION, 2009

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SATISFACTION LEVELS FOR CONTROL OF ILLEGAL SQUATTING/OCCUPATION BY REGION, 2009

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SATISFACTION LEVELS FOR CONTROL OF LAND INVASIONS BY REGION, 2009

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SATISFACTION LEVELS FOR CONTROL OF ILLEGAL STREET/INTERSECTION TRADING BY REGION, 2009

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SATISFACTION LEVELS FOR CONTROL OF ILLEGAL DUMPING BY REGION, 2009

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SATISFACTION LEVELS FOR CONTROL OF ILLEGAL WATER CONNECTIONS BY REGION, 2009

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SATISFACTION LEVELS FOR CONTROL OF ILLEGAL ELECTRICITY CONNECTIONS BY REGION, 2009

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SATISFACTION LEVELS FOR CONTROL OF VISUAL ENVIRONMENT BY REGION, 2009

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SATISFACTION LEVELS FOR CONTROL OF BUILDING/CONSTRUCTION RUBBLE BY REGION, 2009

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SATISFACTION LEVELS FOR TRAFFIC CONTROL BY REGION, 2009

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SATISFACTION LEVELS FOR CRIME PREVENTION BY REGION, 2009

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SATISFACTION LEVELS FOR NOISE CONTROL BY REGION, 2009

Page 92: CUSTOMER SATISFACTION SURVEY 2009 - Tshwane · CUSTOMER SATISFACTION SURVEY 2009 Households Satisfaction Survey Bureau of Market Research ... PERCENTAGE OF RESPONDENTS EXPRESSING

PERCENTAGE OF HOUSEHOLDS RECEIVING AN ACCOUNT FROM THE CoT, 2009

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RATING OF CoT ACCOUNTS IN TERMS OF CLARITY BY REGION, 2009

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RATING OF CoT ACCOUNTS IN TERMS OF CORRECTNESS BY REGION, 2009

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RATING OF CoT ACCOUNTS IN TERMS OF REGULARITY OF ACCOUNT BY REGION, 2009

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EFFICIENCY OF DEALING WITH INCORRECT ACCOUNTS BY REGION, 2009

Page 97: CUSTOMER SATISFACTION SURVEY 2009 - Tshwane · CUSTOMER SATISFACTION SURVEY 2009 Households Satisfaction Survey Bureau of Market Research ... PERCENTAGE OF RESPONDENTS EXPRESSING

PERCENTAGE OF RESPONDENTS SATISFIED WITH PAYMENT METHODS BY REGION 2009WITH PAYMENT METHODS BY REGION, 2009

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RANKING OF THE MOST PREFERRED METHODS OF PAYMENTS TO THE CoT, 2009 (INDEX = 100)

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RANKING OF PREFERRED METHODS TO ACCESS CoT ACCOUNTS, 2009

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AWARENESS OF THE CoT TOLL FREE NUMBER BY REGION, 2009

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USAGE OF THE CoT TOLL FREE NUMBER BY REGION, 2009

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TYPE OF CALL CENTRE SERVICE ENQUIRED ABOUT BY REGION, 2009

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PERIOD OF ENQUIRIES TO THE CoT CALL CENTRE, 2009

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SATISFACTION WITH CALL CENTRE HANDLING ENQUIRIES BY SERVICE TYPE, 2009

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TYPE OF WALK‐IN CENTRE SERVICE REQUESTED BY REGION, 2009

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SATISFACTION RATINGS FOR WALK‐IN CENTRES HANDLING ENQUIRIES BY TYPE OF SERVICE, 2009

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TYPE OF WRITTEN ENQUIRIES MADE BY REGION, 2009

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INVOLVEMENT IN METRO CONSULTATIVE OR PARTICIPATORY PROCESSES BY REGION, 2009

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AWARENESS OF CORRUPTION BY REGION, 2009

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AWARENESS OF CORRUPTION BY REGION AND TYPE OF CORRUPTION, 2009,

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AFFIRMATION REGARDING CoT SATISFACTORILY ADDRESSING CORRUPTION BY REGION 2009CORRUPTION BY REGION, 2009

Page 112: CUSTOMER SATISFACTION SURVEY 2009 - Tshwane · CUSTOMER SATISFACTION SURVEY 2009 Households Satisfaction Survey Bureau of Market Research ... PERCENTAGE OF RESPONDENTS EXPRESSING

AWARENESS OF WHO WARD COUNCILLOR IS BY REGION, 2009

Page 113: CUSTOMER SATISFACTION SURVEY 2009 - Tshwane · CUSTOMER SATISFACTION SURVEY 2009 Households Satisfaction Survey Bureau of Market Research ... PERCENTAGE OF RESPONDENTS EXPRESSING

PERCENTAGE OF RESPONDENTS WHO HAVE ACCESS TO WARD COUNCILLOR, 2009

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PERCENTAGE OF RESPONDENTS WHO COMMUNICATED WITH WARD COUNCILLOR SINCE LAST MUNICIPAL ELECTION 2009WARD COUNCILLOR SINCE LAST MUNICIPAL ELECTION, 2009


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