14 January 2004

Buffalo City Municipality has commissioned Limakhozu Development Agency, a local development agency, to conduct a customer satisfaction and willingness to pay survey as part of its revenue enhancement strategy.

The project which got off to a start early last week is expected to take seven to 10 weeks to complete. Data will be collected from municipal staff dealing with customer queries and from the community at large.

The agency will utilise research assistants to distribute questionnaires to obtain the necessary data. The objectives of the survey are:

• To ascertain people's perception of the municipality and its customer care.
• To document results, highlighting issues and trends in customer care.
• To make recommendations for interventions that could improve customer satisfaction and willingness to pay.
• To find a basis for an improved payment strategy.

Brian Shepherd, the city's chief financial officer, said the survey was a positive step towards improved customer relations.

"In order for us to know what our communities really think of us, it is imperative that we conduct a successful survey."

He added the survey would allow the municipality to tackle key consumer concerns. It was also the latest in the municipality's customer outreach programmes.

"Our current programmes; like the Pay & Win Competition launched last year, are proving to be a success. The credit control policy will further assist our citizens to get out of debt with the municipality."

The survey would encompass a large area of the municipality including:

• East London
• King William's Town
• Mdantsane
• Bisho
• Kayser's Beach

Finance Committee chairman Alderman John Badenhorst urged the community to assist the researchers with information to assist the municipality to obtain the desired results.

"Your co-operation will not only help the municipality, but you, the citizens, as well," he said.