Transcript Document

Customer Needs Assessment Survey
-Philippi East Planning AreaPrepared by : Roots Research SA
For : City of Cape Town
August 2002
Background and Objectives
To ensure meaningful public input in the
Phillip East planning process it was
proposed that a community survey be
conducted to obtain community input
around service delivery and development
priorities.
The objective of the survey were to:
•
•
•
Establish a demographic and socioeconomic profile of the community
in terms of household size and
composition, education, income and
work status
Identify the priorities and
preferences of the community by
measuring perceptions of the
importance of various services as
well as levels of customer
satisfaction for current service
provision
Gauge the ability or willingness to
pay for various levels of services
Methodology
•
•
The face-to-face methodology with a random selection of households
in the area was used. A map was provided of the area and a set
number of interviews were conducted within each sampling point
identified. This method ensured that the whole area was covered.
All interviews were conducted in the home language of the
respondents by interviewers who are both ethnically and
linguistically matched to the respondents
Demographic profile of respondents
100
80
60
40
20
0
Age
60
40
7
50+yrs
Gender
Male
40-49yrs
13
35-39yrs
14
Female
Education
16
5 5
Some primary
23
Primary
Some HS
30-34yrs
26
25-29yrs
25
14
18 - 24 yrs
1
<18yrs
HS completed
51
Post matric
0
20
40
60
80
100
Demographic profile of respondents cont…
Monthly Income
81%
100
80
60
40
20
29
21
17
14
4
1
6
3
5
R2500R3999
R4000R5999
Don't
know
No
answer
Refused
0
<R499
R500R799
R800R1399
R1400R2499
Marital Status
100
80
60
40
27
32
11
20
22
6
2
Extended HH
Other
0
Single member Together-kids
Together
Single parent
81% of respondents earn less than R2500 per month
Demographic profile of respondents cont…
Dwelling type
Employment Status
Housewife
11
Unemployed(not
looking
15
Brick house
Flat/townhouse
Shack (formal)
1
Shack -backyard
Student
8
Retired
Shack- squatter
11
2
44
28
2
Unemployed(looking)
33
Part-time (home)
9
Part-time
45%
15
Full-time
21
0
20
40
60
80
100
• 99% of the respondents
were Xhosa
• 11% own a car
• Majority shop in Mitchell’s
Plain (63%)
• 45% of the respondents
work (full-time or part-time)
Attitudinal segments
•
•
Respondents were exposed to a list of statements and
asked to indicate their level of agreement on the
various statements.
This exercise enabled us to segment the sample into
three distinct groups, namely, Willing Payers, Neutrals
and Begrudging Payers
Segment descriptions
Willing Payers
Neutral
%
%
Begrudging
Payers
%
Size of segment
60
27
13
Female
59
50
64
Male
41
50
36
18-29yrs
36
50
36
30-39yrs
36
33
47
40+yrs
28
17
17
Employed(P/T or
F/T)
42
36
53
Unemployed
(seeking)
38
35
17
Segment descriptions
Willing Payers
Neutral
%
%
Begrudging
Payers
%
Primary
education
27
35
51
High School
65
57
49
Post Matric
8
5
-
Formal Dwelling
83
70
50
Informal
dwelling
17
30
50
<R800
44
21
56
R800-R2499
37
58
36
R2599+
6
1
3
Refused
13
20
5
Defining statements for attitudinal segmentsWilling Payers
•
•
•
•
Non-payment of services will affect the quality of services rendered
in my area
Paying for a service is like paying any other account
Without payment of services there will be no services in our area
I’m so used to the services in my area I will feel its absence if no
longer there
These statements were strongly agreed to by Willing Payers and
less so by other segments
The Willing Payers are the largest of the three segments comprising
mainly females. An equal spread of ages in this segment, with most
living in formal dwellings. By comparison, the highest percentage of
post matric qualifications present in this group. They have a positive
attitude towards payment of services and understand that without
payment there is likely to be deterioration of services or at worst no
services in the area at all
Defining statements for attitudinal segmentsNeutrals
•
•
•
•
It is necessary to pay for services as the income generated helps to
change and improve things in my area
Payment for a service is no different to paying any other account
Its not important to pay for services because it is not catering for my
needs
It is necessary to pay but I feel resentful about paying
These statements were strongly agreed to by Neutrals and less so
by other segments
The Neutrals were the second largest segment and have an equal
gender split. They were mainly younger in the age group 18 – 29
years and had some high school education. They understand the
need to pay for services given that the income generated could help
to improve or change things in the area where they live. However,
they claimed that the services rendered were not catering for their
needs
Defining statements for attitudinal segmentsBegrudging Payers
•
•
•
•
I only pay because I am forced to do so
It’s government’s responsibility to provide services free of charge
The quality of services rendered do not warrant a full fee
Most people are not paying for their services why should I
These statements were strongly agreed to by Begrudging Payers
and less so by other segments
The Begrudging Payers segment was the smallest of the three
segments and comprised mainly females in the age group 30 – 39
years. These are resident in both formal and informal dwellings
and have primary school qualifications. The respondents in this
segment were self centred and have an air of entitlement.
Importance and satisfaction with specific services basic services
- ranked in order of importance [where 1 = very important] of where money should be
spent first and the level of satisfaction with each
Average
Satisfaction
Importance
Ranking
index
Provides clean water on tap
2.1
89.2
Provides a dependable electricity
supply
2.6
77.2
Maintains sewerage and storm
water drainage systems
3.3
63.6
Regularly collects household
rubbish/refuse
3.4
81.3
Provides and maintains adequate
street lighting
3.6
72.8
Satisfaction levels are relatively high. Even higher were provision
of clean water 89% and collection of refuse 81%. The provision of
clean water and electricity were the two most important services
Basic Services
Looking at the three groups and their satisfaction levels
with basic services:
•
The Willing Payers group are the most receptive and
positive towards services provided. The Begrudging
Payers are the least positive.
Importance and satisfaction with specific services basic services
- ranked in order of importance [where 1 = very important] of where money should be
spent first and the level of satisfaction with each
TOTAL
Average importance
ranking
Satisfaction index
Willing
Neutral
Payers
%
%
%
Provides clean water on tap
2.1
2
2.1
89.2
94.1
Begrudging
Payers
%
80.4
2.4
73.6
Maintains sewerage and storm water drainage systems
Average importance
3.3
3
3.7
ranking
3.2
Satisfaction index
34
63.6
67.5
48.7
Importance and satisfaction with specific
services cont..
TOTAL
Willing
Neutral
Payers
%
%
%
Provides a dependable electricity supply
Average importance
2.6
2.8
2.2
ranking
Satisfaction index
77.2
79.5
69.6
Regularly collects household rubbish/refuse
Average importance
3.4
3.5
3.6
ranking
Satisfaction index
81.3
88.6
68.6
Begrudging
Payers
%
2.8
55.6
3.4
58.3
Importance and satisfaction with specific
services cont..
TOTAL
Willing
Neutral
Payers
%
%
%
Provides and maintains adequate street lighting
Average importance
ranking
Satisfaction index
Begrudging
Payers
%
3.6
3.7
3.4
3.2
72.8
77.8
60.9
52.8
Importance and satisfaction with specific
services - community services
- ranked in order of importance [where 1 = very important] of where money
should be spent first and the level of satisfaction with each
Average Satisfaction
Importance
index
Ranking
Provides council clinics for basic health care
3
47.2
Assists with provision of affordable housing
4.5
56.5
Keeps streets in your area in a good state
of repair/condition
4.8
57.7
Provides and maintains public libraries
5.2
50.4
Provides community halls and sports
centres
Supports the economic development of
Phillippi East
5.2
57.3
5.3
59.3
Provides and maintains play-parks
5.5
43.1
Keeps public places clean and in good
condition
Provides sports and recreation facilities
5.5
51.7
6.1
43.9
Community services
•
•
•
As with basic services, community services have higher
satisfaction scores among the Willing Payers. However
on comparing the Begrudging against the Neutral
Payers, the former seem to be more satisfied than the
latter
Most of the community services rank low in terms of
importance
Provision of clinics was ranked highest in this batch
Importance and satisfaction with specific
services -community services
TOTAL
Willing
Neutral
Payers
%
%
%
Provides council clinics for basic health care
Average importance
ranking
Satisfaction index
Begrudging
Payers
%
3
3.3
2.8
3
47.2.
44.6
26.6
32.6
Importance and satisfaction with specific
services cont..
TOTAL
Willing
Neutral
Begrudging
Payers
Payers
%
%
%
%
Keeps streets in your area in a good state of repair/condition
Average importance
ranking
Satisfaction index
4.8
4.6
5.4
4.4
57.7
61.5
37.5
38.9
Provides community halls and sports centres
Average importance
ranking
Satisfaction index
5.2
4.6
5.5
6.1
57.3
62.1
40.3
42.4
Importance and satisfaction with specific
services cont..
TOTAL
Willing
Neutral
Payers
%
%
%
Provides and maintains public libraries
Average importance
5.2
4.7
4.7
ranking
Satisfaction index
50.4
50.7
37.7
Begrudging
Payers
%
5.6
44.3
Provides and maintains play-parks for children
Average importance
5.5
5
5.4
ranking
6.4
Satisfaction index
25
43.1
45.3
24.7
Importance and satisfaction with specific
services cont..
TOTAL
Willing
Neutral
Payers
%
%
%
Provides sport and recreation facilities
Average importance
6.1
5.9
6.4
ranking
Satisfaction index
43.9
43.4
26
Assists with provision of affordable housing
Average importance
4.5
4.9
3.9
ranking
Satisfaction index
56.5
60.1
36
Begrudging
Payers
%
4.9
38.2
4.5
31.9
Importance and satisfaction with specific
services cont..
TOTAL
Willing
Neutral
Payers
%
%
%
Keeps public places clean and in good condition
Average importance
ranking
Satisfaction index
Begrudging
Payers
%
5.5
6
5.8
5.1
51.7
50.3
32.5
36.8
Supports the economic development of Phillippi East
Average importance
5.3
6.1
5
ranking
Satisfaction index
59.3
60.8
39.1
5.2
43.8
Importance and satisfaction with specific
services - regulated services
- ranked in order of importance [where 1 = very important] of where money
should be spent first and the level of satisfaction with each
Average
Importance
Ranking
2.3
Satisfaction
index
Prevents illegal dumping
2.5
46.3
Enforces health regulations
2.6
44.2
Enforces traffic control
2.6
48.9
Provides fire protection
46.2
All regulated services are ranked important but have the lowest
satisfaction scores overall.
Importance and satisfaction with specific
services -regulated services
TOTAL
Average importance
ranking
Satisfaction index
Average importance
ranking
Satisfaction index
Willing
Payers
%
%
Provides fire protection
2.3
2.3
46.2
47.8
Enforces traffic control
2.6
2.6
48.9
52
Neutral
%
Begrudging
Payers
%
2.2
2.1
27.2
17.4
2.6
2.3
25.9
21.5
Importance and satisfaction with specific
services cont..
TOTAL
Average importance
ranking
Satisfaction index
Average importance
ranking
Satisfaction index
Willing
Payers
%
%
Prevents illegal dumping
2.5
2.7
46.3
50.3
Enforces health regulations
2.6
2.4
44.2
44.8
Neutral
%
Begrudging
Payers
%
2.3
2.7
24.1
14.6
2.8
2.9
22.2
16.7
Serious problems facing the household /
community – Top 5 mentioned
Household
• Unemployment
• Housing -structural
• Poverty/hunger
• Crime
• Illness
39%
17%
16%
13%
13%
Community
• Crime
• Lack of service
• Unemployment
• Poverty
• Illness
70%
10%
8%
7%
5%
Problems are fragmented, varying from unemployment to
leaking roofs etc. Crime is the biggest problem facing the
community
During the past year - what has happened to the
crime situation?
Got better
The same
Got worse
Unsure
100
60
57
50
30
28
10
5
7
3
0
Formal
Informal
Regardless of dwelling the popular view was that crime in the
past year had worsened
Have you been a victim of any of the following
violent crimes in the past year?
Victims of violent crimes - (yes answers shown)
Yes
100
50
35
30
4
12
3
0
Rape
Assault
Robbery
Hijacking
Other
Have you been a victim of any of the following
property crimes in the past year?
Victims of property crimes - (yes answers shown)
Yes
100
50
38
33
8
1
0
Burglary
Theft
1
Car Theft Theft out
of car
1
Stock
theft
5
Fraud
Other
How safe do you feel walking in the area where
you live during the day?
Safe
Unsafe
100
66
66
63
59
50
34
37
41
34
0
Male
Female
Formal
Informal
Overall 60% generally feel unsafe during the day
How safe do you feel walking in the area where
you live after dark?
Safe
99
94
100
Unsafe
99
90
50
10
6
1
1
Female
Formal
0
Male
Over 90% of people feeling unsafe after dark
Informal
Where do you feel unsafe?
10
7
26
14
19
24
Garage
Station
Specific streets
Shopping centre
Shebeens
Shack areas
Specific streets mentioned were Mandela, Holomisa and Ruth
First
Agreement with….re last dealings you had
with council
I was treated in a professional and courteous manner
TOTAL
Neutral
%
Willing
Payers
%
%
Begrudging
Payers
%
Strongly agree
15
21
10
3
Agree
35
39
21
6
Disagree
16
6
29
8
3
1
6
11
32
33
34
72
Strongly disagree
Cannot remember
Willing Payers believe more strongly that they are treated
professionally and courteously by council – are ‘good’ payers
treated differently to perceived ‘bad’ payers?
Agreement with….re last dealings you had with
council
I was immediately directed to the person who could best see to my needs
TOTAL
Neutral
%
Willing
Payers
%
%
Begrudging
Payers
%
Strongly agree
14
18
9
-
Agree
29
29
21
8
Disagree
17
12
25
6
Strongly disagree
Cannot remember
13
17
10
19
27
24
35
67
The most agreeable to the statement were the Willing
Payers
Statement best describing your knowledge of the
Council
TOTAL
Neutral
%
Willing
Payers
%
%
Begrudging
Payers
%
I know a great deal about the
Council
4
7
1
-
I know quite a lot about the
Council
13
18
13
3
I know very little about the
Council
56
53
49
33
I know nothing about the
Council
26
21
36
58
1
1
1
6
No answer
Overall respondents claim to know little or nothing about the
council with 58% of the Begrudging Payers claiming to know
nothing about council
Satisfaction with the overall performance of the
council in providing services to residents
TOTAL
Neutral
%
Willing
Payers
%
%
Begrudging
Payers
%
Very satisfied
22
23
8
3
Somewhat satisfied
33
41
23
11
Dissatisfied
13
8
28
14
Very dissatisfied
18
10
29
53
Not sure
13
17
11
17
No answer
1
1
1
2
55% of the sample indicated some satisfaction with the
overall performance of the council
The bulk of those positive were the Willing Payers
Over the last 4-5 years would you say that the
council has improved its service delivery in your
area?
TOTAL
Willing
Neutral
Begrudging
%
Payers
%
%
Payers
%
Yes - a great deal
24
17
10
6
Yes - somewhat
35
51
20
17
Stayed the same
19
17
33
25
No - have deteriorated a
bit
9
6
18
11
No - have become a
great deal worse
7
4
10
22
Unsure
6
3
10
19
Overall 59% of the sample claimed that improvements in service delivery was
evident whilst 16% said that it had deteriorated. The bulk of those seeing the
improvements were in the Willing Payers segment. A third of the Begrudging
Payers were negatively disposed towards service delivery
Which of the following do you pay for regularly?
TOTAL
Neutral
Electricity
%
85
Willing
Payers
%
92
%
75
Begrudging
Payers
%
53
Water
52
76
31
11
School fees
50
50
60
50
Clothing accounts
50
53
48
44
Rates
48
76
33
11
Furniture accounts
45
50
50
47
TV Licence
22
32
14
19
Services paid for regularly (50%+) were electricity, water, school fees, and
clothing accounts. Looking at the different segments, the Willing Payers pay all
services regularly except the television licence (32%).
Which of the following do you pay for regularly?
Total
%
Formal
dwelling
%
Informal
dwelling
%
Electricity
85
99
46
Water
52
67
10
School fees
50
57
31
Clothing accounts
50
54
38
Rates
48
63
8
Furniture accounts
45
52
27
TV Licence
22
25
14
None
6
-
22
People in formal dwellings pay their accounts more regularly than those in
informal dwellings
Major expenses in household – open ended
spontaneous mentions
TOTAL
Neutral
%
Willing
Payers
%
%
Begrudging
Payers
%
Groceries/Food
66
67
90
97
Lighting and heating
60
66
76
61
Accounts
46
48
54
70
Water
22
39
8
3
School fees
17
11
33
31
Transport
16
9
36
28
Rates
15
28
3
3
Groceries, lighting and accounts are the major expenses facing the households.
Interestingly enough among the Willing Payers, the expenses were more evenly
spread when compared to the neutrals and Begrudging Payers
Major expenses in household – open ended
spontaneous mentions
TOTAL
Groceries/Food
%
66
Formal
dwelling
%
70
Informal
dwelling
%
53
Lighting and heating
60
69
34
Accounts
46
48
37
Water
22
29
3
School fees
17
21
8
Transport
16
19
7
Rates
15
20
-
Detailed household spending patterns
TOTAL
Neutral
%
Willing
Payers
%
%
Begrudging
Payers
%
Average Rands
88
R261
89
R264
89
R296
89
R211
Electricity
Average Rands
79
R77
85
R76
73
R88
47
R79
Transport
Average Rands
75
R82
71
R80
76
R84
75
R100
Housing
Average Rands
44
R62.5
66
R47.5
21
R74.8
11
R24
Food and nonalcoholic drinks
Detailed household spending patterns
TOTAL
Neutral
%
38
Willing
Payers
%
33
%
56
Begrudging
Payers
%
42
Average Rands
R112
R128
R92
R75
Gambling
Average Rands
36
R23
25
R18
54
R23
55
R21
Savings
Average Rands
28
R140
25
R170
21
R80
31
R44
Tobacco
Average Rands
19
R46
22
R42
15
R33
31
R65
Education
Detailed household spending patterns
TOTAL
Neutral
%
Willing
Payers
%
%
Begrudging
Payers
%
18
R51
20
R43
14
R48
R0
Average Rands
18
R69
18
R75
40
R60
33
R44
Telephone
Average Rands
6
R72
8
R52
8
R121
3
R80
Leisure/
recreation
Average Rands
Alcoholic drinks
Detailed household spending patterns
Total
%
Formal
dwelling
%
Informal
dwelling
%
Food and non-alcoholic
drinks
Average Rands
88
R261
89
R276
87
R219
Electricity
Average Rands
79
R77
92
R80
42
R64
Transport
Average Rands
75
R82
75
R91
74
R59
Housing
Average Rands
44
R62.5
58
R62
1
R125
Detailed household spending patterns
Total
%
Formal
dwelling
%
Informal
dwelling
%
38
41
31
Average Rands
R112
R124
R68
Gambling
Average Rands
36
R23
36
R25
37
R18
Savings
Average Rands
28
R140
28
R151
27
R111
Tobacco
Average Rands
19
R46
18
R48
23
R42
Education
Detailed household spending patterns
Total
%
Formal
dwelling
%
Informal
dwelling
%
Leisure/
recreation
Average Rands
18
R51
21
R51
11
R50
Alcoholic drinks
Average Rands
18
R64
19
R70
18
R45
Telephone
Average Rands
6
R72
8
R76
1
R30