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The City of Cape Town would like to inform residents that the annual Water and Sanitation Customer Satisfaction Survey begins this week.

Residents should therefore be aware of the possibility of a visit from a Water and Sanitation Department representative in the coming months.

The survey’s main aims are to gain insight regarding customer requirements and gauge customer satisfaction in terms of what is expected by the customer service charter.

The areas below have been randomly selected from Water and Sanitation Department’s eight administrative districts to form the sample:
· Ocean View (Fish Hoek)

· Retreat

· San Michel

· Wallacedene

· Marinda Heights· Kleinbron

· Khayelitsha (Graceland and Bongweni areas)

· Mitchells Plain (Woodlands and Colorado areas)

· Strandfontein

· Saxonsea

· Richwood

· Milnerton Ridge

· Bishop Lavis

· Epping Forest

· Thornton

· New Rest

· Belgravia (Athlone)

· Surrey

In addition, eight commercial areas will be randomly chosen.

The assessment results will assist in forward planning in that they will:
ascertain an acceptable level of service satisfaction which needs to be achieved and/or maintained
identify any areas needing improvement
uncover any needs not currently being addressed, especially in informal and in business areas
interrogate and evaluate effectiveness of marketing campaigns, and inform communication strategies

UMTHA Consultancy Services has been contracted to carry out this survey. Surveyors will be wearing white shirts and black pants, and will carry a City of Cape Town identification card. The City would like to remind residents that it is in their interest to participate as these results will help inform future spending. The survey will consist of only 25 questions and should take about 10 minutes to complete. All information provided to the surveyors will be kept highly confidential.

If in doubt about any person claiming to be from or working on behalf of the City, residents should please contact the City’s call centre on 0860 103 089 to confirm the person’s identity.

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