28 August, 2003 Press Release CUSTOMER SATISFACTION SURVEY RELEASED Results of the first quarterly customer satisfaction survey overwhelmingly reveal that 70% consumers are satisfied with the services provided by the City's Revenue department and City Power. The survey, by Hope Madikane-Otto Research and Consulting (Pty) Ltd was done between May & June 2003. Customer Service from the Call Centre was rated at 71%, an improvement of 17% against the benchmark study in 2001 of 54% Customer service at the pay points also received a positive rating of 74%. This clearly indicates that there is no difference in the quality of service at Jorissen Place or the Region's People Centre. In fact consumers are encouraged, to make use of the People's Centre to save time and money. Plus 80% of consumers expressed satisfaction with the administration and delivery of their accounts. The survey was carried out amongst corporate, business and domestic users across the 11 regions who had been in contact with the revenue department. This included the top 10 000 clients and 130 top customers. A total of 990 interviews were conducted. Interestingly, 72% of consumers are satisfied with the meter reading services and 82% rate them excellent on professionalism and politeness. This is despite the issue of interim readings which are only given when meter readers have no access to the meters, cannot locate them, believe the meter is faulty or when intimidated. 74% of business consumers were satisfied with quality of service and payment method for regional services levies. This money is used for development and infrastructure where lacking of non existence in the City. The overall rating for the provision of electricity, water and refuse disposal was 89%. Interruptions to services was also taken into account with the majority of consumers expressing satisfaction. The main objective of the survey was to determine customer satisfaction with regard to quality of service and expectations and provide recommendations on areas that require improvement. Seen together with the recent improved credit rating of the city, Jason Ngobeni City Treasurer expressed delight. According to him the A-rating is still not where the City desires to be but is progressing rapidly. The customer survey indicates that whilst consumers are relatively satisfied with services, there is still room for improvement. Virgil James Communications Officer City of Joburg Tel: 011 358 3836 Fax: 011 339 2652