31 MAY 2022


City commences with its annual Water and Sanitation services customer survey

The City of Cape Town’s Water and Sanitation Directorate conducts a survey amongst its residents and businesses across the city annually to assess the level of customer satisfaction. This is in line with best practice for organisations aiming to improve its service delivery to its customers. The directorate has been conducting these surveys for the past few years already, but unfortunately the 2020 and 2021 cycles were deferred due to the Covid-19 pandemic. Read more below:

The City of Cape Town would like to inform residents that the annual Water and Sanitation Customer Satisfaction Survey began on Wednesday, 25 May 2022 and will end on Thursday, 30 June 2022.

The Water and Sanitation Directorate has over the years employed the services of independent external consultants to perform the customer surveys in both formal and informal residents as well as business sectors across Cape Town. This financial year, the City has contracted the services of Kantar South Africa (Pty) Ltd, an independent research agency, to conduct the survey among residents and businesses. Residents should therefore be aware of the possibility of a visit from their representatives in the coming days. 
The survey’s main aims are to gain insight regarding customer requirements and gauge customer satisfaction in terms of commitments in the Water and Sanitation Directorate’s customer service charter. Areas across the city are randomly selected from the Water and Sanitation Directorate’s four administrative districts to form the sample. In addition, four commercial areas will also be randomly chosen.

The assessment results will assist in forward planning in that they will:

  • understand the experience of residents of Cape Town with regards to the services provided by the City’s Water and Sanitation Directorate
  • 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

‘Surveyors will be carrying a Kantar identification card as well as producing the permission letter from the City of Cape Town for the survey. The City would like to remind residents that it is in their interest to participate as these results will help inform future initiatives. The views and opinions of the participants are important to the success of this study. The survey will consist of a diverse range of questions and should take about 25 minutes to complete. All information provided to the surveyors will remain strictly anonymous and will be treated as highly confidential,’ said the City’s Mayoral Committee Member for Water and Sanitation, Councillor Zahid Badroodien. 

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


Issued by: Media Office, City of Cape Town