Residents from Roodepoort and surrounding areas will have a chance to rate Johannesburg Water’s (JW) service delivery in the next three months.
JW, the City of Johannesburg’s (CoJ) water and sanitation entity, has embarked on its annual Customer Satisfaction Survey. This exercise is done in an attempt to ensure that the entity’s service delivery is in line with customer expectations.
The annual survey is done to identify both customer satisfaction levels and key factors to solve customer complaints.
To assist JW with the customer satisfaction survey, there will be 20 fieldworkers deployed throughout all seven regions of the CoJ. They will interview a total of 2 000 residents, 300 business owners, 100 representatives of corporate companies and 100 other stakeholders.
The spokesperson for JW, Eleanor Mavimbela, said that all fieldworkers will have identification cards which will confirm their credentials. The survey will be conducted in all seven regions of the CoJ, starting in Region F.
“This is an opportunity for JW customers across the CoJ to rate the services received from the entity and to let us know what we can improve on. Your opinion is important to us,” she said.
Eleanor described the results the entity received from last year’s survey as great. “We are looking forward to more customer responses this year,” she said.
She added that the key focus during the coming years will be the enhancement and improvement of customer engagements on critical matters pertaining to service delivery. The focus will also be on the improving of response times to burst pipes and blockages. “We would also like to improve on the quality of our information we give to customers pertaining to planned water supply interruptions.”
She concluded by saying, “The entity considers the results of the survey critical in determining the perceptions of customers regarding the quality of service delivery. This information is also used to determine key needs and priorities for the future.”
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