customer satisfaction survey 2009 - tshwane · customer satisfaction survey 2009 households...
TRANSCRIPT
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CUSTOMER SATISFACTION SURVEY20092009
Households Satisfaction SurveyHouseholds Satisfaction Survey
Bureau of Market ResearchUniversity of South Africa
May 2009
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TYPES OF HOUSES OCCUPIED BY RESPONDENTS, 2009
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DISTRIBUTION OF SAMPLE BY TYPE OF AREA, 2009
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LENGTH OF TIME HOUSEHOLDS HAVE LIVED IN THE C T 2009LIVED IN THE CoT, 2009
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PERCENTAGE OF RESPONDENTS WHO REPORTED SATISFACTION WITH THE CURRENT SERVICE DELIVERY PERFORMANCE, 2009
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PERCENTAGE OF RESPONDENTS WHO REPORTED AN IMPROVEMENT IN SERVICE PERFORMANCE LEVELS 2009IN SERVICE PERFORMANCE LEVELS, 2009
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PERCENTAGE OF RESPONDENTS EXPRESSING CONFIDENCE IN THE C T TO PROVIDE A GOOD QUALITY OF LIFE 2009IN THE CoT TO PROVIDE A GOOD QUALITY OF LIFE, 2009
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RANKING OF CHALLENGES (1 TO 10) TO BE ADDRESSED BY THE CoT 2009CoT, 2009
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RANKING OF CHALLENGES (11 TO 20) TO BE ADDRESSED BY THE CoT 2009CoT, 2009
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SATISFACTION LEVELS FOR THE PROVISION OF ELECTRICITY BY REGION 2009BY REGION, 2009
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REASONS FOR DISSATISFACTION WITH ELECTRICITY PROVISION(RATINGS BELOW 6), 2009
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PERCENTAGE OF RESPONDENTS (WITH ACCESS TO ELECTRICITY) CONFIRMING REGULAR ELECTRICITY READINGS, 2009
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PERCENTAGE OF HOUSEHOLDS (WITH ACCESS TO ELECTRICITY) USING PRE‐PAID ELECTRICITY METERS 2009USING PRE‐PAID ELECTRICITY METERS, 2009
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SATISFACTION LEVELS FOR REFUSE COLLECTION BY REGION, 2009
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SATISFACTION LEVELS FOR REFUSE COLLECTION BY REGION, 2009
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REASONS FOR DISSATISFACTION WITH REFUSE CO C O 2009COLLECTION, 2009
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SATISFACTION LEVELS FOR NEIGHBOURHOOD ROADS BY REGION 2009BY REGION, 2009
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REASONS FOR DISSATISFACTION WITH NEIGHBOURHOOD STREETS, 2009 ,
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SATISFACTION LEVELS FOR SANITATION BY REGION, 2009
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REASONS FOR DISSATISFACTION WITH SANITATION, 2009
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SATISFACTION LEVELS FOR STORMWATER SYSTEMS BY REGION, 2009
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REASONS FOR DISSATISFACTION WITH STORMWATER SYSTEMS, 2009
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SATISFACTION LEVELS FOR WATER PROVISION BY REGION, 2009
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REASONS FOR DISSATISFACTION WITH WATER PROVISION, 2009
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PERCENTAGE OF RESPONDENTS (WITH ACCESS TO WATER) CONFIRMING REGULAR WATER READINGS, 2009
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PERCENTAGE OF HOUSEHOLDS THAT MAKE USE OF PRE‐PAID WATER METERS, 2009
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SATISFACTION LEVELS FOR STREET LIGHTS BY REGION, 2009
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REASONS FOR DISSATISFACTION WITH STREET LIGHTS, 2009
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SATISFACTION WITH ELECTRICITY TARIFFS BY REGION, 2009
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SATISFACTION WITH PRE‐PAID ELECTRICITY TARIFFS BY REGION, 2009
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SATISFACTION WITH PROPERTY RATES BY REGION, 2009
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SATISFACTION WITH WATER TARIFFS BY REGION, 2009
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SATISFACTION WITH PRE‐PAID WATER TARIFFS BY REGION, 2009
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REFUSE REMOVAL TARIFFS BY REGION, 2009
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SATISFACTION WITH SANITATION TARIFFS BY REGION, 2009
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SATISFACTION WITH WASTE REMOVAL TARIFFS BY REGION, 2009
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SATISFACTION WITH BUS TARIFFS BY REGION, 2009
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SATISFACTION LEVELS FOR COMMUNITY HALLS/RECREATION CENTRES BY REGION 2009BY REGION, 2009
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MAIN REASONS FOR DISSATISFACTION WITH COMMUNITY HALLS AND RECREATION CENTRES, 2009
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SATISFACTION LEVELS FOR FIRE AND RESCUE SERVICES/FIRE BRIGADE BY REGION, 2009
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MAIN REASONS FOR DISSATISFACTION WITH FIRE AND RESCUE SERVICES/FIRE BRIGADE, 2009/ ,
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SATISFACTION LEVELS FOR EMERGENCY MEDICAL AND AMBULANCE SERVICES BY REGION, 2009
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MAIN REASONS FOR DISSATISFACTION WITH EMERGENCY MEDICAL AND AMBULANCE SERVICES, 2009
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SATISFACTION LEVELS FOR THE MUNICIPAL BUS SERVICE BY REGION, 2009,
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MAIN REASONS FOR DISSATISFACTION WITH THE MUNICIPAL BUS SERVICE OF THE CoT 2009SERVICE OF THE CoT, 2009
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SATISFACTION LEVELS FOR CEMETERIES BY REGION, 2009
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MAIN REASONS FOR DISSATISFACTION WITH MUNICIPAL CEMETERIES, 2009
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SATISFACTION LEVELS FOR MUNICIPAL CLINICS BY REGION, 2009
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MAIN REASONS FOR DISSATISFACTION WITH MUNICIPAL CLINICS, 2009
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SATISFACTION LEVELS FOR MUNICIPAL HOSPITALS BY REGION, 2009
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MAIN REASONS FOR DISSATISFACTION WITH MUNICIPAL HOSPITALS, 2009
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SATISFACTION LEVELS FOR MUNICIPAL MUSEUMS BY REGION, 2009
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SATISFACTION LEVELS FOR MUNICIPAL THEATRES BY REGION, 2009
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SATISFACTION LEVELS FOR PRETORIA NATIONAL ZOO BY REGION, 2009
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SATISFACTION LEVELS FOR MUNICIPAL PARKS BY REGION, 2009
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MAIN REASONS FOR DISSATISFACTION WITH MUNICIPAL PARKS, 2009
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SATISFACTION LEVELS FOR PAVEMENTS/PEDESTRIAN WALKWAYS BY REGION, 2009
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MAIN REASONS FOR DISSATISFACTION WITH PAVEMENTS/PEDESTRIAN WALKWAYS, 2009
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SATISFACTION LEVELS FOR PUBLIC LIBRARIES BY REGION, 2009
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SATISFACTION LEVELS FOR PUBLIC SPORTS FACILITIES BY REGION, 2009
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MAIN REASONS FOR DISSATISFACTION WITH PUBLIC SPORTS FACILITIES IN THE CoT, 2009
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SATISFACTION LEVELS FOR MUNICIPAL PUBLIC TOILETS BY REGION, 2009
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SATISFACTION LEVELS FOR GARDEN REFUSE SITES BY REGION, 2009
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SATISFACTION LEVELS FOR MUNICIPAL TAXI RANKS BY REGION, 2009
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SATISFACTION LEVELS FOR INFORMAL TRADING FACILITIES BY REGION, 2009,
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SATISFACTION LEVELS FOR PUBLIC SWIMMING POOLS BY REGION, 2009
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SATISFACTION LEVELS FOR RECREATION RESORT/NATURE CONSERVATION AREAS (RESERVES) BY REGION, 2009
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SATISFACTION LEVELS FOR LICENSING: LEARNER’S DRIVER’S LICENCE BY REGION, 2009
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SATISFACTION LEVELS FOR LICENSING: DRIVER’S LICENCE (APPLICATIONS/RENEWALS)
BY REGION, 2009
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SATISFACTION LEVELS FOR WASTE REMOVAL BY REGION, 2009
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SATISFACTION LEVELS FOR EMERGENCY/DISASTER MANAGEMENTBY REGION, 2009
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SATISFACTION LEVELS FOR STREET SWEEPING AND LITTER CONTROL BY REGION, 2009
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SATISFACTION LEVELS FOR TRAFFIC LIGHTS/SIGNALS BY REGION, 2009
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SATISFACTION LEVELS FOR GRASS CUTTING BY REGION, 2009
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SATISFACTION LEVELS FOR ROAD MAINTENANCE BY REGION, 2009
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SATISFACTION LEVELS FOR STREET TREES BY REGION, 2009
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SATISFACTION LEVELS FOR GOVERNMENT/SOCIAL HOUSING BY REGION, 2009
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PERCENTAGE OF POPULATION UTILISING CoT COMMUNITY SERVICES DURING THE 12 MONTHS PRECEDING THE SURVEY, 2009
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PERCENTAGE OF POPULATION UTILISING CoT COMMUNITY SERVICES DURING THE 12 MONTHS PRECEDING THE SURVEY, 2009
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SATISFACTION LEVELS FOR BUILDING CONTROL SERVICES BY REGION, 2009
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SATISFACTION LEVELS FOR CONTROL OF ILLEGAL SQUATTING/OCCUPATION BY REGION, 2009
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SATISFACTION LEVELS FOR CONTROL OF LAND INVASIONS BY REGION, 2009
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SATISFACTION LEVELS FOR CONTROL OF ILLEGAL STREET/INTERSECTION TRADING BY REGION, 2009
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SATISFACTION LEVELS FOR CONTROL OF ILLEGAL DUMPING BY REGION, 2009
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SATISFACTION LEVELS FOR CONTROL OF ILLEGAL WATER CONNECTIONS BY REGION, 2009
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SATISFACTION LEVELS FOR CONTROL OF ILLEGAL ELECTRICITY CONNECTIONS BY REGION, 2009
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SATISFACTION LEVELS FOR CONTROL OF VISUAL ENVIRONMENT BY REGION, 2009
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SATISFACTION LEVELS FOR CONTROL OF BUILDING/CONSTRUCTION RUBBLE BY REGION, 2009
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SATISFACTION LEVELS FOR TRAFFIC CONTROL BY REGION, 2009
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SATISFACTION LEVELS FOR CRIME PREVENTION BY REGION, 2009
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SATISFACTION LEVELS FOR NOISE CONTROL BY REGION, 2009
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PERCENTAGE OF HOUSEHOLDS RECEIVING AN ACCOUNT FROM THE CoT, 2009
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RATING OF CoT ACCOUNTS IN TERMS OF CLARITY BY REGION, 2009
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RATING OF CoT ACCOUNTS IN TERMS OF CORRECTNESS BY REGION, 2009
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RATING OF CoT ACCOUNTS IN TERMS OF REGULARITY OF ACCOUNT BY REGION, 2009
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EFFICIENCY OF DEALING WITH INCORRECT ACCOUNTS BY REGION, 2009
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PERCENTAGE OF RESPONDENTS SATISFIED WITH PAYMENT METHODS BY REGION 2009WITH PAYMENT METHODS BY REGION, 2009
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RANKING OF THE MOST PREFERRED METHODS OF PAYMENTS TO THE CoT, 2009 (INDEX = 100)
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RANKING OF PREFERRED METHODS TO ACCESS CoT ACCOUNTS, 2009
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AWARENESS OF THE CoT TOLL FREE NUMBER BY REGION, 2009
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USAGE OF THE CoT TOLL FREE NUMBER BY REGION, 2009
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TYPE OF CALL CENTRE SERVICE ENQUIRED ABOUT BY REGION, 2009
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PERIOD OF ENQUIRIES TO THE CoT CALL CENTRE, 2009
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SATISFACTION WITH CALL CENTRE HANDLING ENQUIRIES BY SERVICE TYPE, 2009
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TYPE OF WALK‐IN CENTRE SERVICE REQUESTED BY REGION, 2009
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SATISFACTION RATINGS FOR WALK‐IN CENTRES HANDLING ENQUIRIES BY TYPE OF SERVICE, 2009
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TYPE OF WRITTEN ENQUIRIES MADE BY REGION, 2009
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INVOLVEMENT IN METRO CONSULTATIVE OR PARTICIPATORY PROCESSES BY REGION, 2009
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AWARENESS OF CORRUPTION BY REGION, 2009
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AWARENESS OF CORRUPTION BY REGION AND TYPE OF CORRUPTION, 2009,
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AFFIRMATION REGARDING CoT SATISFACTORILY ADDRESSING CORRUPTION BY REGION 2009CORRUPTION BY REGION, 2009
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AWARENESS OF WHO WARD COUNCILLOR IS BY REGION, 2009
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PERCENTAGE OF RESPONDENTS WHO HAVE ACCESS TO WARD COUNCILLOR, 2009
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PERCENTAGE OF RESPONDENTS WHO COMMUNICATED WITH WARD COUNCILLOR SINCE LAST MUNICIPAL ELECTION 2009WARD COUNCILLOR SINCE LAST MUNICIPAL ELECTION, 2009