WATER AND SANITATION CUSTOMER PERCEPTION AND SATISFACTION SURVEY PROJECT FINAL REPORT WATER AND SANITATION CUSTOMER PERCEPTION AND SATISFACTION SURVEY PROJECT 2013/2014 OUTCOMES FINAL REPORT NOVEMBER 2014 Page 1 of 203 TABLE OF CONTENTS Table of Contents .......................................................................................................................................... 2 LIST OF FIGURES ...................................................................................................................................... 10 LIST OF TABLES ........................................................................................................................................ 14 EXECUTIVE SUMMARY ............................................................................................................................ 16 1. PROJECT BACKGROUND ................................................................................................................. 22 1.1 Project background ........................................................................................................................... 22 1.2 Project scope .................................................................................................................................... 22 1.3 Survey objectives .............................................................................................................................. 22 2. LITERATURE REVIEW ....................................................................................................................... 24 2.1 Introduction ....................................................................................................................................... 24 2.2 Definition of key terms ....................................................................................................................... 24 2.3 Significance of water and sanitation ................................................................................................. 24 2.4 Progress and challenges: Sustainability ........................................................................................... 25 2.5 Environmental impact ........................................................................................................................ 25 2.6 Water conservation ........................................................................................................................... 26 2.7 Water and sanitation: Quality and availability ................................................................................... 26 2.8 Affordability ....................................................................................................................................... 27 2.9 Conclusion ........................................................................................................................................ 27 3. METHODOLOGY ................................................................................................................................ 28 3.1 Introduction .................................................................................................................................. 28 3.2 Questionnaire development .............................................................................................................. 28 3.3 Data collection ................................................................................................................................... 28 3.3.1 Data collection methods .......................................................................................................... 28 3.3.2 Sampling ................................................................................................................................. 28 3.4 Data capturing and cleaning ............................................................................................................. 31 3.5 Conclusion ........................................................................................................................................ 31 4. CATALOGUE OF FINDINGS - FORMAL ............................................................................................... 32 4.1. Introduction .................................................................................................................................. 32 4.2. Demographic and economic indicators ....................................................................................... 32 4.2.1. Project area ............................................................................................................................. 32 4.2.2. Respondents age .................................................................................................................... 32 4.2.3. Gender .................................................................................................................................... 33 4.2.4. Racial grouping ....................................................................................................................... 34 Page 2 of 203 4.2.5. Language ................................................................................................................................ 34 4.2.6. Household income................................................................................................................... 35 4.2.7. Level of education ................................................................................................................... 35 4.2.8. Occupation status.................................................................................................................... 36 4.2.9. Type of property ...................................................................................................................... 37 4.2.10. Property Ownership................................................................................................................. 37 4.2.11. Household occupants .............................................................................................................. 38 4.2.12. Types of toilet .......................................................................................................................... 39 4.2.13. Ownership of electronic communication mediums .................................................................. 39 4.3. Insights into water and sanitation services ................................................................................. 39 4.3.1. Access to other water sources ................................................................................................ 40 4.3.2. Type of other sources of water ................................................................................................ 40 4.3.3. Average use of water .............................................................................................................. 40 4.3.4. Comparison of water consumption .......................................................................................... 41 4.3.5. Impact of tariffs on water usage .............................................................................................. 42 4.3.6. Perceptions on water and sanitation service delivery ............................................................. 42 4.4. Water conservation ..................................................................................................................... 43 4.4.1. Knowledge of water-conservation promotions ........................................................................ 44 4.4.2. Behaviour change towards water conservation ...................................................................... 44 4.4.3. Behaviours that facilitate water conservation .......................................................................... 45 4.4.4. Awareness of presentations .................................................................................................... 46 4.5. Perceptions on water and sanitation services ............................................................................. 46 4.5.1. Ratings on water quality .......................................................................................................... 47 4.5.2. Satisfaction with water availability ........................................................................................... 47 4.5.3. Experience with water-related problems ................................................................................. 48 4.5.4. Categories of water-related problems ..................................................................................... 49 4.5.5. Occurrence of water-related problems .................................................................................... 49 4.5.6. Overall satisfaction with sanitation services ............................................................................ 50 4.5.7. Sanitation related problems experienced ................................................................................ 50 4.5.8. Sewerage or sanitation problems experienced ....................................................................... 51 4.5.9. Sewerage related problems frequency ................................................................................... 51 4.6 Customer complaint lodging process .......................................................................................... 52 4.6.1 Knowledge of the City’s contact details ........................................................................