Citizens in the eight metros dissatisfied with municipal services

By Tshimologo Maputla

The eight metros are among the most highly contested districts in the Local Government Elections, set to take place on 3 August 2016.

The most recent citizen satisfaction study released in the first half of 2016 by the South African Customer Satisfaction Index (SAcsi) suggests that municipalities are falling dismally short of the expectations of their citizens.

A sample of 2 679 randomly selected residents was used to produce the independent study, which measured satisfaction among residents of municipal services across the eight largest metropolitan municipalities in South Africa. The average rating of the municipalities by residents stood at an overall score of 59.5 out of 100.

Ranging from the highest to the lowest, the metros were ranked as follows: – Cape Town successfully maintained its previous leadership position, scoring significantly higher than the average at 70.3 out of 100.

EThekwini, Tshwane and Ekurhuleni scored on par with the average at 61.4, 59.5 and 58.1 respectively.  – Johannesburg scored 54.7, while Nelson Mandela Bay scored 54.0, Mangaung scored 52.9 and Buffalo City scored 47.6 – all below the industry par.

Professor André Schreuder, founder of SAcsi, says that municipalities should take heed of the warning signs contained in the scores mentioned above.

“Citizens are voicing their frustrations in increasingly violently ways. The data details what their biggest concerns are and where municipalities can make the greatest impact on the daily lives of their residents. Perhaps the time has come to include citizen satisfaction as a formal scorecard of effectiveness for each municipality.” 


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