customer perception survey - water services, cape town - nov

8/4/2019 Customer Perception Survey - Water Services, Cape Town - Nov

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Report by

Water Services

City of Cape Town

CustomerPerception

Survey

November 2007


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Water ServicesCity of Cape Town

Reg. No.: 1998/046155/23Customer Perception Survey, 2007

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TABLE OF CONTENTS

Page

Executive summary iii

1. Introduction 1Contextual background 1Satisfaction surveys 2Brief 3Objectives 3

2. Research design and methodology 4Research problem 4Research type 4Research method 4

Pilot study 5Sampling 5

Formal residential areas 6Informal residential areas 9Business areas 10

Validity and reliability 13Research instrument 13Data collection 15Data capturing16

3. Presentation of results 17Formal residential areas 18Informal residential areas 86Business 147

4. Discussion of results 194Formal residential areas 194Informal residential areas 197Business 201

5. Conclusion and recommendations 204

6. List of sources 206

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EXECUTIVE SUMMARY

Since 2002 the City of Cape Towns Department of Water and Sanitation Services

have been commissioning research to determine the needs and perceptions of their

customers. Lethulwazi Manpower and Consulting Services was commissioned to

conduct the fifth such customer perception survey in July 2007.

To be able to track any and all progress on the implementation of the departments

programs to address needs previously uncovered, the questionnaire and sampling

approach had to be kept consistent from previous years. Data for the 2007 survey

was collected by utilising structured interviews conducted for a total sample size of

525 consumers that was distributed across formal and informal residents as well as

business consumers. Stratified random sampling was utilised by drawing simple

random samples from each set of mutually exclusive data. Data was captured using

the Water Services Customer Survey Tool.

An analysis of the data indicated that the customers of the City of Cape Towns

Department of Water and Sanitation Services are in general satisfied with the level

and type of service rendered by the said department. Employees of the Department

of Water and Sanitation Services are generally perceived to be courteous but follow-

up with respondents is lacking. A system to ensure adequate follow-up could be put

in place.

The quality of water is quite high and the vast majority of respondents are very

satisfied with the quality of the water. Complaints regarding the water pressure are

the highest with respondents in formal residential areas complaining about low

pressure while respondents in informal residential areas complain about the high

pressure at taps.

In informal areas the numbers of families that share basic sanitation facilities are

quite high resulting in unhygienic conditions leading to unpleasant living conditions

and health problems.

There is an upward trend amongst businesses to be aware of the conservation of

water. The introduction of a rising tariff scale could be utilised to encourage


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businesses to conserve water. Across all areas there is a lack of knowledge about

water efficient fittings. Information about water efficient fittings and the benefit

thereof could be made available.

More support could be given to the National Water Week initiative as there is a low

awareness and participation in it. Overall the public is aware of the conservation of

water and supports this initiative.


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1. INTRODUCTION

1.1 Contextual background

In November 2005 the City of Cape Towns Department of Water and Sanitation

Services formulated a new vision and envisaged themselves as becoming leaders in

the provision of equitable, sustainable, people-centred, affordable and credible water

services to all. Since then significant progress has been made on the road towards

attaining this future state. This has been achieved by implementing various

management plans and programs of which the 2006/2007 Water Services

Development Plan (WSDP) is arguable the most significant. The Department of

Water and Sanitation Services, however, continues to face a number of critical

challenges such as (WSDP Executive Summary, 2007):

Meeting basis services expansion to meet the influx of people into the city.

Grey water runoff quality in informal settlements.

Timeous provision of infrastructure to meet development growth needs.

Maintenance of infrastructure to ensure continued operation.

Affordability of the service.

Increased performance and efficiency.

The Department also set themselves inter alia the following new goals in 2005

(Water Services vision, 2005):

To ensure access to a basic water supply to all informal settlements by 2008.

To ensure access to basic sanitation services to at least 70% of all informal

settlements by 2010.

To ensure the availability and reliability of water resources at all times.

To ensure the supply of safe drinking water that meets quality standards at all

times.

To ensure that an 80% satisfaction level of all customers in the provision of

basic water services is reached annually.

To establish a fair tariff that ensures all residents have access to basic water

and sanitation, including indigent households.


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One of the essential steps for the city is to reduce water demand through the

implementation of Water Conservation and Water Demand Management (WC/WDM)

initiatives in order to ensure a sustainable supply of water for the future and to ensure

financial efficiency in the supply of water services.

The 2001 Census recorded the size of the metropolitan population at 2,9 million

people living in 759 765 households. The citys 20007/08 Integrated Development

Plan (IDP) put the 2005 number of households at 847 000, with a population estimate

of 3,2 million. There are currently a total of approximately 656 800 formally

registered customers in the city with full level of service. This is supplemented by a

further 104 216 informal dwellings serviced by the city in 2006 (Department of

Strategic Development Information and GIS, 2007).

1.2 Satisfaction surveys

Since 2002 the Department of Water Services have been commissioning research to

determine the needs and perceptions of their customers.

The findings from the research are being used (www.capetown.gov.za/water/survey):

As input to the ISO 9001 certification auditing. To ensure that an acceptable level of service satisfaction is achieved and

maintained.

To identify areas needing improvement.

To uncover needs not currently addressed, especially in informal areas and

the commercial arena.

To ensure that the Water Service Customer Charter remains relevant.

To measure the level of satisfaction with the Department of Water Services.

The research findings furthermore enable the Department to determine their level of

goal attainment.


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1.3 Brief

Lethulwazi Manpower and Consulting Services was commissioned to conduct the

City of Cape Towns Department of Water and Sanitation Services fifth customer

perception survey in July 2007.

To be able to track any and all progress on the implementation of the departments

programs to address needs previously uncovered, the questionnaire and sampling

approach therefore had to be kept consistent from previous years.

The fieldwork had to take place in July 2007 and was to be followed by an analysis of

the results and information workshops. The completion date of the project: was set

as 31 August 2007. Due to the delay in starting the fieldwork the projects time

frames had to be amended. The completion date was moved forward to 22

November 2007 while the information workshops were scheduled for 27 and 28

November 2007. The delay in starting the project can inter alia be attributed to

delays in signing off on the standardised questionnaires and delays in providing

suburb and property information necessary for the sample selection process.

1.4 Objectives

The objectives of this research were to:

Determine the perception of water and sanitation services received.

Evaluate the quality of service when reporting problems or making enquiries.

Determine the level of awareness of promotional water conservation

initiatives.

Identify issues relating to payment and billing for services.

Confirm the demographics of the market.


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2. RESEARCH DESIGN AND METHODOLOGY

2.1 Research problem

The main research problem of this survey is the question: Are the City of Cape

Towns Department of Water and Sanitation Services customers satisfied with the

level of service that they are receiving?

2.2 Research type

The research problem of this research is of a non-theoretical type. The survey was

simply designed to gather information about customer perceptions and satisfaction.

The research is therefore of an applied nature.

This survey utilised goal-orientated research that relies on systematic and

multidisciplinary approaches in which intelligent systems harness individual units of

information and integrate them into a larger context (Van Dyck, 2005).

2.3 Research method

Methodology is an operational framework within which facts are placed so that their

meaning may be seen more clearly (Leedy, 1993). The scientific method is further a

systematic and organised series of steps that ensures maximum consistency and

objectivity in researching a problem (Schaefer and Lamm, 1992).

This survey was preceded by a pilot study in which 18 data collectors participated.

Data was collected by utilising structured interviews conducted for a total sample size

of 525 consumers that was distributed as follows: 400 Formal residential households.

100 Informal residential households.

25 Businesses.

A disadvantage of employing interviews to gather data is that the responses given

may not be accurate and may not reflect real behaviour (Haralambos and Holborn,


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1990). Respondents may also provide wrong information and may forget or lack the

information required. These disadvantages of the selected data gathering method

may well influence the findings of this research.

The interview schedules (questionnaires) for the structured interviews were supplied

by the Department of Water and Sanitation Services. These schedules and the

sampling approach had to be kept consistent from previous years in order to track

progress on the implementation of programs and to address needs previously

uncovered.

2.4 Pilot study

The aim of the pilot study was threefold, namely:

To identify ambiguous and unclear questions that might be confusing.

To ensure that the questionnaires were measuring what it was supposed to

measure.

To determine whether the data capturing computer programme written by the

consultants were fully functional and operating according to its design.

The pilot study resulted in some questions being amended and the data capturing

computer programme being fine tuned. The amended questionnaires were signed

off by the Department who also took responsibility for the reproduction of these

questionnaires.

2.5 Sampling

The Department of Water and Sanitation Services provided suburb and property

information in which it distinguished between formal residential areas, informal

residential areas and businesses. Stratified random sampling was thus utilised by

drawing simple random samples from each set of mutually exclusive data.


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The sample size was predetermined by the Department as five hundred and twenty

five (525). The sample was divided according to the type of households in terms of

the following ratio:

400 Formal residential households.

100 Informal residential households.

25 Businesses.

2.5.1 Formal residential households

The formal residential households were divided according to the level of income of

the various households. A distinction was thus made between high, middle and low

income households. Four hundred (400) households were randomly selected from alist of five hundred and eighty one (581) areas provided by the Department of Water

and Sanitation Services as follows:

High level of residential income = 90 Households

Middle level of residential income = 170 Households

Low level of residential income = 140 Households

Within the selected areas one street was randomly selected as a starting point for the

data collectors who determined on which side of the street and in which direction

they wanted to start. Every nth household encountered was interviewed in terms of a

predetermined selection ratio. In each household the head of the household who

had to be 16 years and older was interviewed. Substitution for no-one at home or

unwilling to participate in the survey occurred in the form of the next-door neighbour

on the same side of the street.

Table 2.1 on the next page provides a presentation of the sample distribution for

formal residential households.


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Haasendal 17

Hagley 17

Kraaifontein 17

Paarden Eiland 17

Tygerdal 17

Tygervalley 17Vredekloof 17

Woodbridge Island 17

Zonnebloem 17

Total 170

TABLE 2.4: SELECTED LOW LEVEL OF FORMAL RESIDENTAIL INCOME

AREAS

Name of area Number of households per area

Avondale 14

Belhair 14

Bishop Lavis 14

Delft 14

Elsies River 14

Kraaifontein Industria 14

Salt River 14

Summer Greens - Brackenfell 14

Valleisicht 14

Wallacedene 14

Total 140


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2.5.2 Informal residential households

A list of two hundred and six (206) informal residential areas has been supplied by

the Department of Water and Sanitation Services. Ten (10) areas were randomly

selected from this list with the hundred (100) households equally divided amongst

them.

Within the selected areas a starting point was randomly selected for the data

collectors who determined in which direction they wanted to start. Every nth

household encountered was interviewed in terms of a predetermined selection ratio.

In each household the head of the household who had to be 16 years and older was

interviewed. Substitution for no-one at home or unwilling to participate in the survey

occurred in the form of the next-door neighbour.

Table 2.5 on the next page provides a presentation of the sample distribution for

informal residential households while Table 2.6 depicts the selected areas.

TABLE 2.5: SAMPLE DISTRIBUTION OF INFORMAL RESIDENTIAL

HOUSEHOLDS

Number of

areas

Selection ratio

(1:10)

Number of

areas selected

Number of households per area

(Total number of households)

206 1:20 10 10 (100)


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TABLE 2.7: SAMPLE DISTRIBUTION OF BUSINESSES

Level of

income

Number of businesses

(% of total)

Selection

ratio (1:10)

Total number of businesses per

level of income

High 1307 (17%) 1:100 4

Middle 3867 (49%) 1:300 12

Low 2647 (34%) 1:200 9

Total 7820 (100%) 25

The selected businesses for the various levels of income are presented in the

following tables:

High level of business income : Table 2.8

Middle level of business income : Table 2.9

Low level of business income : Table 2.10

TABLE 2.8: SELECTED HIGH LEVEL OF INCOME BUSINESSES

Type of land use Name of areaSelected

street

Selected street

number

General Business Milnerton Koeberg 442a

General Business Milnerton Millvale 4

General Business B1 Gardens Dorman 45a

General Business B2

Camps Bay /

Bakoven Link 1a

Total 4

TABLE 2.9: SELECTED MIDDLE LEVEL OF INCOME BUSINESSES


street

Selected street

number

Central Business Townsend Estate Voortrekker 52

General Business Strand Halt Main 42

General Business B1 Kenilworth Rosmead 70

General Business B1 Observatory Lower Main 75


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General Business B1 Wynberg Batts 30

General Commercial C5Cape Town CityCentre Bloem

40

General Industrial Epping Industria 2 Nourse 27

General Industrial Montague Gardens Marconi 5b

Local Business Area Bo Oakdale Willie VanSchoor 309

Office Park Parow North Mc Intyre 59

Office Park Rosenpark Twist 3l

Special Business Crawford Camberwell 57

Total 12

TABLE 2.10: SELECTED LOW LEVEL OF INCOME BUSINESSES


street

Selected street

number

Central Business Goodwood Estate Mc Donald 3

General Business Summer Greens Victoria 1

General Business B1 Brooklyn Section 2

General Commercial C2 Salt River Kremer 11

Light Industrial Bellville South Goeie Hoop 28

Local Business De Kuilen Blom 95

Local Business St Michaels Sending 13

Minor Business Elsies River 39th 493

Special Business Manenberg Elsjieskraal 51b

Total 9

2.6 Validity and reliability

The scientific method requires that research be both valid and reliable (Schaefer and

Lamm, 1992). A 10% validation was therefore carried out on the questionnaires

received by contacting randomly selected respondents in the various areas as

follows:

Formal residential areas = 40 Respondents

Informal residential areas = 10 Respondents

Business areas = 3 Respondents

In considering the reliability of the data a distinction was made between the broad

time and space context as determined by the current socio-political and economic

factors as well as the more narrow research setting in which the structured interviews

occurred (Mouton and Marais, 1990). To control the effects of the former context and


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thus to ensure some degree of consistency the interviews were conducted over a

relative short period of time.

2.7 Research instrument

The research instrument, namely interview schedules (questionnaires) were provided

by the Department of Water and Sanitation Services for the three identified target

markets, namely formal residential areas, informal residential areas and business

areas. The three questionnaires are in essence similar although there are slight

differences in emphasis. These questionnaires had to be kept consistent from

previous years so as to track progress on the implementation of programs.

The questionnaires were subjected to a pilot study to ensure that it was measuring

what it was supposed to measure as well as to identify ambiguous and unclear

questions that might be confusing. The results of this study caused some of the

original questions to be amended.


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The questionnaire for the formal residential areas consists of seventeen (17) main

questions with various sub-questions as well as a section that deals with the

biographical details of the respondent. The questions posed covered the following

topics (in no particular order):

Customer satisfaction with rendered services.

Water leakages.

Perceptions pertaining to the importance of the various services.

Water conservation.

The effect of the national Water Week initiative.

Uses of water.

Accounts and financial aspects.

Public participation and involvement.

The questionnaire for the informal residential areas consists of twenty-one (21) main

questions with various sub-questions as well as a section that deals with the

biographical details of the respondent. The questions posed covered the following

topics (in no particular order):



Water conservation.

The effect of the national Water Week initiative.

Uses of water.

Sanitation levels.


The questionnaire for the business areas consists of thirteen (13) questions with

various sub-questions as well as a section that deals with the biographical details of

the respondent. The questions posed covered the following topics (in no particular

order):


Water leakages.


Water conservation.


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Uses of water.


2.8 Data collection

The data collection only started on 1 October 2007 due to delays in signing off the

amended questionnaires and to get them printed as well as delays in obtaining

identity badges for the data collectors from the Department of Water and Sanitation

Services.

Twenty-four (24) data collectors were utilised to obtain the data for this survey.

These collectors were mainly students from the Universities of the Western Cape

(UWC) and Stellenbosch (US) while a number of social workers also assisted with

the data collection process. The main selection criterion for the data collectors was

that they had to have some form of experience pertaining to research. The UWC

students were primarily utilised for the informal residential areas due to their fluency

in isiXhosa and English while the US students were primarily utilised for the formal

residential areas due to their fluency in English and Afrikaans. For the business

areas data collectors were utilised who had knowledge of the particular areas in

which they had to operate.

The data collectors were equipped with identity badges and t-shirts so as to identify

them as officials administering an officially commissioned survey. They underwent

training in which they were familiarised with the various questionnaires and alerted to

possible pitfalls.

The Department of Water and Sanitation Services utilised the data collection process

as an opportunity to market their services. The data collectors were thus also issued

with information flyers and complementary bath plugs. To entice respondents to

participate in the survey a DVD player was on offer in a lucky draw.

The face-to-face interviews were of a structured type as it was a questionnaire

administered by the data collectors who did not deviated from the questions. The

collectors were non-directive during the interviews and thus avoided expressions of

approval or disapproval and refrained from offering opinions. The interviews were


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captured was done in an efficient as possible process with the minimising of errors as

main purpose.

The data capturing process was modelled using data collected during the pilot study.

Outcomes and findings from this process were used to further refine the WSCST until

the desired result was obtained of effective data.

Each question was coded and analysed according to the codes allocated to relevant

options selected (e.g. very satisfied = 5, somewhat satisfied = 4, dissatisfied = 3, very

dissatisfied = 2 and not sure = 1). This facilitated a simpler more efficient analysis of

data. The data was thus transformed to information that could be analysed further.

3. PRESENTATION OF RESULTS

The raw data of this survey consisted of 525 interviews, each containing between 21

and 13 questions.

For continuity sake and ease of reference the same format as that of the research

instruments (questionnaires) have been utilised in the presentation and discussion of

the research data.


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3.1 Formal residential areas

Demographics and other information

D1 Home language

Afrikaans, English, Zulu, Xhosa, North Sotho, South Sotho, Tswana,

Tsonga, Venda, Ndebele, Swazi, Other

100.00%

Other home languages:

Number of respondents

Greek 1

Portuguese 1Tswana 1


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D2 To what extent do you understand the following languages?

Afrikaans, English, Sepedi, Sesotho, Setswana, Tsonga, Venda,

Xhosa

Very well, quite well, not at all.

100%


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D3 Age

16-24, 25-34, 35-49, 50-64, 65+

180

D4 Sex

Female, male


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D5 Race

African, Coloured, Indian, White


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D6 Monthly Household income

0.25


R1 to R99 R1000 to R1099 R8000 to R8999

R100 to R199 R1200 to R1399 R9000 to R9999

R200 to R299 R1400 to R1599 R10000 to R10999

R300 to R399 R1600 to R1999 R11000 to R11999

R400 to R499 R2000 to R2499 R12000to R13999

R500 to R599 R2500 to R2999 R14000 to R15999

R600 to R699 R 3000 to R 3999 R16000 to R17999

R700 to R799 R4000 to R4999 R18000 to R19999

R800 to R899 R5000 to R5999 R20000 +

R900 to R999 R6000 to R6999 Refused/Dont know

R1000 to R1099 R7000 to R7999

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3.1.1 Question 1.a

How satisfied are you with the overall performance of the City of Cape Town

in providing water and sanitation services to residents?

Would you say you are very satisfied, somewhat satisfied, dissatisfied, very

dissatisfied or not sure?


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3.1.2 Question 1.b

Thinking about the supply of water services specifically, how satisfied are you

with the overall performance of the City of Cape Town in providing drinking

water on tap to residents?




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3.1.3 Question 1.c


in maintaining the sewer drainage systems?




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3.1.4 Question 2.a & b

2.a How often do you experience problems with water leakages

In the street: Daily, weekly, monthly, every few months or never?

On site / outside the dwelling: Daily, weekly, monthly, every few

months or never?

In the dwelling: Daily, weekly, monthly, every few months or

never?

2.b How often do you experience problems with water pipes that burst:

Daily, weekly, monthly, every few months or never?


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3.1.5 Question 3

Who would you contact when you experience

A leaking tap on site / in the dwelling?

A leak at the meter?

A water leak in the street (outside the yard)?

A broken/blocked toilet system?

A blocked sewer on site / your property?

A blocked sewer in the street (outside the yard)?

Would you contact a plumber, the municipality, a friend / family member / fix it

yourself or other?


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3.1.6 Question 4.a

How long ago, if ever, have you dealt with anyone from the municipality

regarding any of the following?

To report a water leak in the street (outside the yard).

To report a water pipe burst.

To report a blocked sewer in the street.

To report a blocked sewer in my property.

To enquire about water restrictions.

Had enquiries about my water / sewer account or relating to meter

readings.

Had enquiries about my water meter not related to meter readings

(broken pipes etc.).

To enquire/complain about the quality of water.

To enquire/complain about the smell from the waste water treatment

plant.

To enquire / complain about the waste water overflow at a nearby pump

station.

Would you say it was in the past month, in the past 6 months, in the past

year, longer than a year ago or never?


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100


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3.1.7 Question 4.b

To what extent would you agree with each of the following statements?

I was treated in a professional and courteous manner.

I was immediately directed to the person who could best see to my

needs.

The problem was resolved in a reasonable time.

They followed up with me to find out if the problem had been sorted out.

Do you: Completely agree, agree, disagree, disagree completely or are you

not sure?


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3.1.8 Question 4.c

What method of contact did you mostly use during the contacts previously

mentioned?

Seeing someone.

Calling the Water Services Hotline.

Calling the Citys Call Centre.

Sending a fax.

Sending a letter.

Sending an e-mail.


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3.1.9 Question 4.d

Have you dealt with anyone from the municipality regarding anything else?

3.1.10 Question 5.a

Please indicate the importance of the following services that the Municipal

Water Services would like to supply to you:

Ensures courteous, effective and efficient communication with

customers.

Ensures a sustainable supply of water for future generations.

Minimises the loss of water.

Encourages businesses to use water wisely.

Ensures that the municipality uses water wisely.

Ensures that public adhere to legislation regulating the use / misuse of

water.

Encourages businesses to pay for services.

Extends water services as rapidly as possible to potential customers.

Ensures that the quality of water meets drinking water quality guidelines.


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Ensures adequate water pressure during peak supply.

Restores service within 6 hours after an unplanned interruption.

Provide informative, accurate billings based on monthly meter readings.

Ensures that water services are affordable.

Ensures lower costs by maintaining sewers.

Ensures environmentally friendly waste water systems.

Would you say it is very important, important, not important or dont know?


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Extends water servicesCustomer Perception Survey, 2007

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Ensures environ


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Que

Provide informative, accurate billings based

Ensures that wa

Ensures lower c

Ensures environmentally fri


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3.1.11 Question 5.b

How satisfied are you that the Municipal Water Services .

Ensures courteous, effective and efficient communication with

customers?

Ensures a sustainable supply of water for future generations?

Minimises the loss of water?

Encourages businesses to use water wisely?

Ensures that the municipality uses water wisely?

Ensures that public adhere to legislation regulating the use / misuse of

water?

Encourages businesses to pay for services?

Extends water services as rapidly as possible to potential customers?

Ensures that the quality of water meets drinking water quality

guidelines?

Ensures adequate water pressure during peak supply?

Restores service within 6 hours after an unplanned interruption?

Provide informative, accurate billings based on monthly meter readings?

Ensures that water services are affordable?

Ensures lower costs by maintaining sewers?

Ensures environmentally friendly waste water systems?




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Question


Ensures that wa

Ensures lower c


Questi


Ensures that wa

Ensures lower c



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Extends water services as rapidly

as possible to potential customers


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on monthly meter readings

2007 78

Ensures that the quality of

meets drinking water qu

guidelines

Ensures environmentally friendly

waste water systems

Gap analysis:


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30%

35%

40%


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3.1.12 Question 6.a

How satisfied or dissatisfied are you with each of the following?

Taste of the water

Smell of the water

Colour of the water

Texture of the water (hard / soft)

Water pressure when you turn on the tap

Quality of water to drink



90%

100%


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100%


Taste of the water Smell of the water Colour of the water

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100%


Texture of the water Water pressure Quality of water

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3.1.13 Question 6.b

Why do you say that you are dissatisfied with the:

Quality of water to drink?

Taste of the water?

Smell of the water?

Colour of the water?

Texture of the water (hard / soft)?

Water pressure when you turn on the tap?

Taste of the

water

Freq Smell of the

water

Freq Colour of the

water

Freq

Too much calcium 2 Not right 1 Not clear enough 5

Too much chlorine 9 Smells of chlorine 5 Sometimes thewater is brown

10

Tastes bad 9 Smells like salt. 1 Whitish 13

Impurities in thewater

1 Specific smell atcertain periods ofthe year

1 Not clear - darkish 1


1 Impurities in thewater

1

Texture of the water(hard / soft)

Water pressure whenyou turn on the tap


Sensitive to theskin

2 Not enoughpressure - waterrunning tooslowly

12 Not right 8

Hard 5 Medium 2 Plastic emergedfrom tap

1

Looks milky 2 Water spits out of tap

7 Impurities 6

Too much chorine 1 Lots of problems 1 Colour occasionallywhitish and doesntalways taste fresh

1


1 Poor pressure 8 Te veel chloor. 1

Irregular at times 1 Siektes. 1

Average for flat 1

Poor 1


1

Skuim nie. 1


55


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3.1.14 Question 7.a

How often, if ever, do you buy bottled water to drink?

Every day, every 2 to 3 days, once a week, every 2 to 3 weeks, once a

month, less often than once a month or never? / Do not buy bottled water.

Less often than once a month

Never / Do not buy bottled water


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70

80

90


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3.1.15 Question 7.b

What is your main reason for buying bottled water? Is it because you

Prefer the taste of water to cold drink/other beverages?

Believe it is the best thirst quencher?

Believe it is purer/cleaner than tap water?

Want to lose/control weight?

See everyone drinks bottled water these days?

Other? Please state.


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Other %

Sometimes not near a tap 2

Need the bottle to use every day 2

Because it is flavoured 2When I feel like it 2

feel like

No reason 3

For a change 1

Health reasons 1

Traveling 4

Not trusting water at work area 3

Convenient 5

Expensive 3

To spoil myself 1Tap water warm 1

habit 1


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3.1.16 Question 8

To what extent you agree or disagree with each of the following:

Most people are conscious of conserving water.

It is our duty to report water leaks in the street.

Waste water often pollutes our rivers.

In Cape Town, water costs less than anywhere else in South Africa.

We generally pay too much for water.

We generally pay too much for the sewerage service.

Most people pay for services over and above the free allocations.

It is illegal to discharge rain water into the sewer system.

It is illegal to discharge water from dishes / clothes / bath / shower into

the storm water system.

It is illegal to discharshower in


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100%


Most people are conscious ofconserving water

It is our duty to report water leaksin the street

Waste water often pollutes ourrivers

61


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100%Customer Perception Survey, 2007

We generally pay too much forthe sewerage servicewater

Most people pay for services overand above the free allocations

It is illegal to discharge rain waterinto the sewer system

It is illegal to dischargewater from dishes intothe storm water system

63


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100%


Most people adhere to waterrestrictions when they areintroduced

Water restrictions are onlyintroduced if they are reallynecessary

ll the water restrictions have nowbeen lifted

At the moment, no watering ofgardens or lawns is permittedduring the hours of 10h00 and16h00

65


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66


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3.1.18 Question 10.a

Have you heard of the Citys National Water Week initiative?

Yes or no?

Have you heard


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3.1.19 Question 10.b

Where did you hear about the Citys National Water week initiative?

On the radio, in the news papers, on the television or other?

3.1.20 Question 10.c

Did you, or any member of your family take part in any of the National Water Week

Initiative activities?

Yes, no, dont know?

Questi

Did you, or any member of your

family take part in any of the

National Water Week Initiative


68


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Thinking back over the past year, have you/your household changed your

behaviour, specifically to conserve water, or not?

T

c

100%


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What was your main reason for changing your behaviour to conserve water?

Information provided on water conservation.

Had to use less, because the price of services increased.

Had to adhere to the water restrictions.

Other.

70


70


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In what way have you / your household changed your behaviour specifically

to conserve water over the past year?

Installed a borehole on the property.

Making use of water from a river.

Re-using water from the bath / shower.

Planted indigenous plants / water saving plants.

Removed some of our lawn / grass.

Changed the type of lawn / grass.

Paved certain areas on the property.

Gravelled certain areas on the property.

Installed an irrigation system to water the garden.

Installed a controlled irrigation system to water the garden.

Installed drip irrigation.

Installed water efficient fittings on the taps / shower.

Installed a water saving device in the toilet (such as a hippo bag).

Other.

Installed a water savi


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3.1.24 Question 11.d

Have you heard of a water efficient fitting before?

Yes or no?

3.1.25 Question 11.e

Have you installed any water efficient fittings on taps or showers on your

property?

Yes or no?


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3.1.26 Question 11.f

Are you planning on installing water efficient fittings?

Yes or no?

3.1.27 Question 11.g

When do you plan to installing water efficient fittings?

Within the next 6 months

Sometime in the future, not sure when

Other


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3.1.28 Question 11.h

Why are you not planning to install water efficient fittings?

Financial

Time constraints

Practicality

Other


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3.1.29 Question 12

Which of the following do you use to water the garden?

Municipal water from an outside tap in the yard

Bore hole / well point

Water from the river

Water from the bath / shower

Other (State)


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3.1.30 Question 13

What is the water from the borehole mainly used for?

To water the garden

As drinking water

To wash the car

Personal Hygiene

Other


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3.1.31 Question 14

What do you usually do with your washing water (dishes / clothes / bath /

shower), after use?

Dishes : Nothing it runs though the system, use it in the garden, other.

Clothes : Nothing it runs though the system, use it in the garden, other.

Bath : Nothing it runs though the system, use it in the garden, other.

Shower : Nothing it runs though the system, use it in the garden, other.

OtherDishes Clothes Bath Shower

Dog's washing


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Do you regularly receive a water / sewer account?

Yes or no?

Do yo

17%3.1.33 Question 15.b 15.d

15.b Do you feel the water / sewer account is:

Very easy to understand.

Not so easy to understand.

Almost impossible to understand.

15.c And, in your opinion, is the water / sewer account

Accurate every time.

Accurate almost always, but not every time.

Not accurate at all.

15.d Do you ever calculate the amounts to check or verify the account?

Always calculate the amounts.

Sometimes calculate the amounts.

Never calculate the amounts.


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Do you monitor your water usage in kl. per month?

Yes or no?


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Do you think the regulation of water services is important?

Yes, no or dont know?


80


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Why do you think the regulation of water services is important?

Q16b

So that water is not wasted 7%

Conserve water 13%

Ensure clean water 2%

There is still a water shortage 10%

There is a water shortage and there has been many warnings sent 0%

There is a need for water 5%

Future use 7%

Water necessary to sustain life 3%

Water is important 8%

They don't always check water readings properly 0%

Regulating water is important 9%

Need to start saving water 21%

Water is important and should be paid for if used 4%

Need to know who uses water too much and unnecessisarily 3%

To make us responsible. 2%

Else we would run out of water 4%

Advantage lowers the water monthly bill 0%

So that everyone can enjoy an equal share of water 0%Because then they can see how much water has been used andproblems can be prevented when water restrictions are in place 0%

n = 249


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If you were invited by council to participate in the monitoring / regulation of

services, would you?



If you were invited by council to participate in the monitoring / regulation of

services, would you? . If no, why not?

Q16d

Financial reasons 1%

Time 67%

Don't want to do it 18%

Don't have knowledge of it 5%

Too old 6%

They make promises to the community and talk a lot of rubbish 1%

Dont want to be intrusive in peoples lives 2%

Hidden agenda 1%The hierarchy at the water dept wont engage you personally on theefforts displayed in this regard 1%

n = 148


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Would you be interested in getting involved with the council regarding the

monitoring / regulation of services?



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How would you be involved with the council regarding the monitoring /

regulation of services?

By receiving information.

Through consultations.

Through representation.

Through involvement in decision making.

16%


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Which of the following areas would you be interested in participating in?

Through IDP consultations

Tariff setting processes

Forming an oversight committee that engages regularly with the city

Providing feedback on the WSDP process

Getting involved in a conservation committee


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What do you see as the current constraint of getting involved in the regulation

/ monitoring of services?

Q16h

Time 59%

We are never included in these things. 9%

Time but lack of knowledge about type of involvement 5%

Too few people are interested 4%

Not sure 3%

Do not know the neighbours 3%

No transparency from the municipality. 3%

Age 2%

No constraints 1%Does not get paid 1%

Municipalitys responsibility 1%

Water is abundant 1%

Apathy. 1%

There is a shortage of water there should be water restrictions 0%

They do not repair faults the first time 0%

No suggestions 0%

Communication between the consumer and the municipality 0%

A person cannot trust that they will get it right the first time 0%

People do not understand water and the ecology behind it 0%For saving water 0%

To little manpower 0%

To see that water is using not unnecessarily and that people will know theimportance of water in our land South Africa 0%

To see that everybody does what they are supposed to do 0%

In order to be able to water the garden properly 0%

No invitation 0%

Fined when water restrictions over stepped 0%

People are not honest about how much water they use 0%

People are not conscientious made aware of water situation 0%Good groundwork 0%

Omdat die besluit in elkgeval deur die munisipaliteit geneem word. 0%

Net vir 'n eksklusiewe groepie. 0%

Worried that city won't adhere to their findings anyway. 0%

Beheerliggaan is beter in die opsig. 0%

n = 222

3.1.43 Question 17


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in providing water and sanitation services to residents?

Would you say you are very satisfied, dissatisfied, not sure, somewhat

satisfied and very dissatisfied?

60


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3.2 Informal residential areas

Demographics and other information

D1 Home language

Afrikaans, English, Zulu, Xhosa, North Sotho, South Sotho, Tswana,

Tsonga, Venda, Ndebele, Swazi, Other


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D4 Sex

Female, male

D5 Race

African, Coloured, Indian, White


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D6 Monthly Household income


R1 to R99 R1000 to R1099 R8000 to R8999

R100 to R199 R1200 to R1399 R9000 to R9999

R200 to R299 R1400 to R1599 R10000 to R10999

R300 to R399 R1600 to R1999 R11000 to R11999R400 to R499 R2000 to R2499 R12000to R13999

R500 to R599 R2500 to R2999 R14000 to R15999

R600 to R699 R 3000 to R 3999 R16000 to R17999

R700 to R799 R4000 to R4999 R18000 to R19999

R800 to R899 R5000 to R5999 R20000 +

R900 to R999 R6000 to R6999 Refused/Dont know

R1000 to R1099 R7000 to R7999

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D7 Type of dwelling

Informal dwelling / shack, house, flat, cluster house, town house /

duplex flats, semi-detached


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Ia. INTERVIEWER RECORD:

How far away is the closest outside tap?


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Ib & c. INTERVIEWER RECORD:

b Can the tap be turned on and off? Yes, no

c Does it leak? Yes, no


94


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95


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3.2.2 Question 2

Who would you contact when you experience

A leaking tap on site / in the dwelling?

A water leak in the street?

A broken/blocked toilet system?

A blocked sewer in the street?

Would you contact a plumber, the municipality, a friend / family member / fix it

yourself or other?


98


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A leaking tapA water leak inthe street

A broken / blockedtoilet system

A blocked sewer inthe street

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3.2.3 Question3

Thinking about the relationship between you personally as a user of Water

Services, and the supplier of Water Services, i.e. the Municipality, which oneof the following words would you use to describe you personally?As a resident, client, customer, consumer, citizen, part of the community orpart of the people


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3.2.4 Question 4.a

How long ago, if ever, have you dealt with anyone from the municipality

regarding any of the following?

To report a water leak in the street.

To report a water pipe burst.

To report a blocked sewer in the street.

To enquire about water restrictions.

To enquire/complain about the quality of water.

To enquire/complain about the smell from the waste water treatment

plant.

To enquire / complain about the waste water overflow at a nearby pump

station.

Would you say it was in the past month, in the past 6 months, in the past

year, longer than a year ago or never?


101


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102


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3.2.5 Question 4.b

To what extent would you agree with each of the following statements?

I was treated in a professional and courteous manner.

I was immediately directed to the person who could best see to my

needs.

The problem was resolved in a reasonable time.

They followed up with me to find out if the problem had been sorted out.

Do you: Completely agree, agree, disagree, disagree completely or are you

not sure?


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3.2.6 Question 4.c

What method of contact did you mostly use during the contacts previously

mentioned?

Seeing someone.

Calling the Water Services Hotline.

Calling the Citys Call Centre.

Sending a fax.

Sending a letter.

Sending an e-mail.


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3.2.7 Question 4.d

Have you dealt with anyone from the municipality regarding anything else?

3.2.8 Question 5a

As far as you know, were the people in this area where you live consulted

when decisions were taken about the provision of basic water and sanitation

to this area?


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3.2.9 Question 5b

Which of the following were used to include the people and to provide

information?

Public meetings, brochures, door-to-door visits, councillors visits or other

Councillors vi

Door-to-door visits, 2%


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3.2.10 Question 6a

How satisfied or dissatisfied are you with each of the following?

Taste of the water

Smell of the water

Colour of the water

Texture of the water (hard / soft)

Water pressure when you turn on the tap





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3.2.11 Question 6b

Why do you say that you are dissatisfied with the:

Quality of water to drink?

Taste of the water?

Smell of the water?

Colour of the water?

Texture of the water (hard / soft)?

Water pressure when you turn on the tap?

Taste of the water Smell of the water Colour of the water

Taste not good Water leaking from the tapmake a funny smell

It cause infections to thechildren

It is tasteless doesnot taste like a purewater

It cause infections to thechildren

Because when they arecleaning water the smells funny

The tap is located next to thetoilets which are dirty

Texture of the water(hard / soft) Water pressure when youturn on the tap Quality of water to drink

Comes out hard and spreadseverywhere

Its not right at all because youcant drink it

Hard and spreads all over Sometimes water colour andsmell does not appear asusually

Water comes out very littlesometimes does not come outat all

Water doent come out taps are

broken

Big waste because its on all thetime

Pressure when turining on thetap is very high


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3.2.12 Question 7

To what extent you agree or disagree with each of the following:

Most people are conscious of conserving water.

It is our duty to report water leaks in the street.

Waste water often pollutes our rivers.

In Cape Town, water costs less than anywhere else in South Africa.

We generally pay too much for water.

We generally pay too much for the sewerage service.

Most people pay for services over and above the free allocations.

It is illegal to discharge rain water into the sewer system.

It is illegal to discharge water from dishes / clothes / bath / shower into

the storm water system.


111


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112


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3.2.13 Question 8

To what extent do you agree or disagree with the following statements

regarding water restrictions?

Most people adhere to water restrictions when they are introduced.

Water restrictions are only introduced if they are really necessary.

All the water restrictions have now been lifted.

Last years stringent water restrictions should have stayed in place for

longer.

At the moment, no watering of gardens or lawns is permitted during

the hours of 10h00 and 16h00.

Do you agree completely, agree, disagree, disagree completely or are not

sure?


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3.2.14 Question 9.a

Have you heard of the Citys National Water Week initiative?

Yes or no?


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3.2.15 Question 9.b

Where did you hear about the Citys National Water week initiative?

On the radio, in the news papers, on the television or other?


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3.2.16 Question 9.c

Did you, or any member of your family take part in any of the National Water Week

Initiative activities?

Yes, no, dont know?


Thinking back over the past year, have you/your household changed your

behaviour, specifically to conserve water, or not?


117


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What was your main reason for changing your behaviour to conserve water?

Information provided on water conservation.

Had to use less, because the price of services increased.

Had to adhere to the water restrictions.

Other.


119


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In what way have you / your household changed your behaviour specifically

to conserve water over the past year?

Installed a borehole on the property.

Making use of water from a river.

Re-using water from the bath / shower.

Planted indigenous plants / water saving plants.

Removed some of our lawn / grass.

Changed the type of lawn / grass.

Paved certain areas on the property. Gravelled certain areas on the property.

Installed an irrigation system to water the garden.

Installed a controlled irrigation system to water the garden.

Installed drip irrigation.

Installed water efficient fittings on the taps / shower.

Installed a water saving device in the toilet (such as a hippo bag).

Other.


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3.2.20 Question 11a

How many buckets of water does your household consume (e.g. for cooking,

bathing, washing, drinking etc.) on average per day?1 -2 buckets, 3 4 buckets, 5 6 buckets, 7 8 buckets, 9 10 buckets or

11 and more buckets


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122


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What is the water from the borehole mainly used for?

To water the garden

As drinking water

To wash the car

Personal Hygiene

Other

No data


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3.2.22 Question 13a

Which of the following services do you believe are part of your rights as a

resident of Cape Town?

In terms of waterAccess to basic water supply (stand pipe within 200

metres from where you live)

In terms of water20 litres (2 buckets) per person, per day, free water

Yes, no, dont know


124


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125


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126


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Do you pay for this water?


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Which of the following services do you believe are part of your rights as a

resident of Cape Town?

In terms of basic sanitationHealth and hygiene education

In terms of basic sanitation...Toilet facilities that are hygienic and safe

In terms of basic sanitationAccess to a bucket type toilet

In terms of basic sanitationAccess to a flush type toilet

In terms of basic sanitationAccess to a pit/ventilated pit latrine

In terms of basic sanitationAccess to a chemical toilet

Yes, no, dont know


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Do you pay for this water?


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Which of the following are provided?








In terms of basic sanitationAccess to a pit/ventilated pit latrine In terms of basic sanitationAccess to a chemical toilet

Yes, no, dont know


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And which of these do you have continuous access to?










Yes, no, dont know


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Have you ever had something preventing you from accessing free basic water

and sanitation?

Yes, no


What prevented you?

Broken handle

The toilets are not working

We do not have free toilets

Not all of us have keys to the toilet

Toilet are full and not been cleaned by municipality

Bucket toilets are full and have not been emptied

Toilets are broken and water is running. They use neighbours toilets and the neighbours arecomplaining

Municipality does not fix the taps and toilets so we steal water from other people and use bushes asour toilets

Toilets are vandalised and taps are broken

I cannot use toilet because it is not available

In terms of sanitation sometimes toilets are not in good condition they small and have lots of flies

Toilets are not in use because of smell and dirt we decided not to use it anymore

Water cuts by municipality over weekends

Water cuts by municipality

Stolen taps by some members of the community

Lack of toilets in our area - had to go to the other areas to use a toilet

Increase in water bills by the municipality


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Who provided the ?










Council / municipality, self / community, other or dont know


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And who maintains this service?








In terms of basic sanitationAccess to a pit/ventilated pit latrine In terms of basic sanitationAccess to a chemical toilet

Council / municipality, self / community, other or dont know


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Who provided the funds to build these facilities?

In terms of waterAcc

customer perception survey - water services, cape town - nov

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