Citizens in the Johannesburg, Mangaung, Nelson Mandela Bay and Buffalo City municipalities are the least satisfied with service delivery expectations.

This is according to the latest South African Customer Satisfaction Index (SAcsi) which measured satisfaction among residents in the municipalities and weighed them up against each other.

A total of 2 679 residents in a randomly selected sample comprising residents in the major municipal districts.

Overall, the municipalities scored an average of 59.5 out of 100, which is lower than the international benchmark of 64 out 100.

The top drivers of satisfaction in order of importance to residents, according to SAcsi, are water problems, street and road quality, electricity, parks and public areas and garbage and trash.

Cape Town

Cape Town scored the highest out of the eight at 70.3 out of 100, down from 71.9 last year. It scored the highest in all of the elements that make up satisfaction, namely: perceived quality, gap between expectation and delivery, trust and complaints handling.

This achievement is more remarkable given that Cape Town residents expect more from the municipality than residents in any of the other municipalities measured, which means that a higher standard needs to be met.

“This achievement is more remarkable given that Cape Town residents expect more from the municipality than residents in any of the other municipalities measured, which means that a higher standard needs to be met,” the SAcsi report said.

“Cape Town’s expectation score is almost six points higher than the average (73.6 compared to average of 67.9). Its citizens are more trusting of what they are hearing, likely as a result of delivery on promises,” added Professor Adre Schreuder, SAcsi foun.

The Mother City also recorded the lowest complaint levels of all the measured municipalities.

Below are the results for all metros in order of highest to lowest scores.

eThekwini

eThekwini scored 61.4, down from 65.4 in 2015 and below par with this year’s benchmark.

“It is the only municipality whose residents expect less of the municipality this year, likely as a result of political in-fighting reported in eThekwini,” the report said.

Trust in the municipality showed a consecutive three-year downward trend, however complaints were 5% lower than in 2015.

“While declining complaints score seem positive on the face of it, a decline could also be due to residents giving up complaining because they have lost faith that their complaints will be resolved,” Schreuder cautioned.

Tshwane

Tshwane scored on par with 59.5 average and also fewer complaints recorded in 2016 than 2015.

“Tshwane’s citizen satisfaction score was below par in 2014. In 2015 Tshwane’s score was on par with average and this year the municipality managed to maintain an on par rating, though it is likely that the recent protests will have a negative effect on citizen satisfaction,” Schreuder said.

Ekurhuleni

Ekurhuleni scored below the average and the benchmark at 58.1, but saw an increase in perceived quality, scoring 61.9, due to a slightly greater expectation-delivery gap.

Trust in the municipality however slipped back to the same score recorded in 2014 while complaints increased.

“Ekurhuleni has very high complaints incidence of 47% and this figure has been rising each year for the past three years. Most complaints centre on water problems, followed by street & road quality and electricity problems,” said Schreuder.

Johannesburg

The City of Joburg slumped to a three-year low of 54.7 from 60.2 in 2015.

“Residents indicate a significant chasm between expectations and delivery – the only municipality with a greater gap is Buffalo City,” the report stated.

Perceived quality also recorded a significant drop, scoring 56.4, possible due in part to the Pikitup strikes, as the data was collected during this period.

Nelson Mandela Bay

Nelson Mandela Bay scored slightly below Joburg at 54.0, improving on its 2015 score.

Perceived quality was rated below par, although it has significantly improved from its 2015 score.

“Residents appear to have been buoyed by the prospect of improvements in municipal services with the appointment of new management in Nelson Mandela Bay. This rise in expectations appears to be justified with higher perceived quality. High expectations can result in disappointment if the delivery does not match the expectation,” explained Schreuder.

Mangaung

Although Mangaung’s score improved from last year, it still scored below average and benchmark at 52.9.

Perceived quality also improved significantly, scoring by six index points higher, but is still below the average score.

“Taking the trend over three years, it is clear that Mangaung has made some improvements. There are fewer complaints each year and complaints are better handled each year too,” the report said.

Buffalo City

Buffalo City scored the lowest of all metros at 47.6. Residents reported the highest level of complaints at 54% (one out of every two residents) which ranged from comments about  rodent problems and the most basic municipal services.

[Source – SAcsi, image – CC Wikimedia Commons]