1. What is the purpose of the survey?
The survey aims to measure levels of satisfaction with services rendered by the Municipality. Respondents / Selected residents will be asked rate their experience of service delivery over the last 12 months.
2 Who may participate in the customer satisfaction survey?
A group of households will be randomly selected in each Ward of the Nelson Mandela Bay. The head of the household or any other person 18 years and older, capable of responding to the questions, will be interviewed.
3. When will the survey take place?
Household interviews will take place during the months of 1 March – 30 April 2017.
4. How will I identify fieldworkers?
A municipal fieldworker will carry a municipal ID card containing his/her name and wear a T-shirt or body warmer marked with the municipal logo. The contact details of the Assistant Director: Policy and Research, Mrs Sheona Claasen, is printed on the ID card.
Mrs Claasen may be contacted with any queries on 079 513 5877 or e-mailed on firstname.lastname@example.org
5. How confidential will my personal information be?
No information that could identify the respondent will be attached to the questionnaire at the time of analysing the data. Employees involved in the research will be required to sign confidentiality agreements. Information will be stored in a safe place.
6. What will be done with my information?
Responses will be captured and analysed at a Ward level. No individual will be identified in the final report. Responses will be grouped according to themes.
For example, rating of Response Time to a Complaint per Ward.
7. When will I get feedback?
A report, containing the findings of the research and recommendations, will be published in June 2017. The final report will be made available on the municipal website: www.nelsonmandelabay.gov.za and in municipal libraries.
8. Can I lodge my queries or complaints with a fieldworker?
The purpose of the research is to receive responses in respect of the questionnaire. Queries and complaints must therefore be lodged following the formal complaints management processes established by Council. For example:
Water leaks: 0800 20 50 50
Customer Care: email@example.com
Customer Care: 041-506 5555