customer needs assessment survey -philippi east planning area- prepared by : roots research sa for :...

Customer Needs Assessment Survey-Philippi East Planning Area-

Prepared by : Roots Research SAFor : 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 socio-economic 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

MaleFemale

Gender

40 60

020406080

100

Demographic profile of respondents

Age

1

14

25

26

14

13

7

0 20 40 60 80 100

<18yrs

18 - 24 yrs

25-29yrs

30-34yrs

35-39yrs

40-49yrs

50+yrs

Education

51

165

23

5Some primary

Primary

Some HS

HS completed

Post matric

Demographic profile of respondents cont…

Marital Status

27 32

1122

6 20

20

40

60

80

100

Single member Together-kids Together Single parent Extended HH Other

Monthly Income

17 2129

144 1 6 3 5

0

20

40

60

80

100

<R499 R500-R799

R800-R1399

R1400-R2499

R2500-R3999

R4000-R5999

Don'tknow

Noanswer

Refused

81% of respondents earn less than R2500 per month

81%

Employment Status

21

15

9

33

2

8

1

11

0 20 40 60 80 100

Full-time

Part-time

Part-time (home)

Unemployed(looking)

Retired

Student

Unemployed(notlooking

Housewife

• 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)

Dwelling type

44

28

11

15

2

Brick house

Flat/ townhouse

Shack (formal)

Shack -backyard

Shack- squatter

Demographic profile of respondents cont…

45%

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 segments- Willing 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 segments- Neutrals

• 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 segments- Begrudging 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.

Average I mportance

Ranking

Satisfaction 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

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

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.

TOTAL

%

Willing Payers

%

Neutral

%

Begrudging Payers

% Provides clean water on tap

Average importance ranking

2.1 2 2.1 2.4

Satisfaction index 89.2 94.1 80.4 73.6

Maintains sewerage and storm water drainage systems Average importance ranking

3.3 3 3.7 3.2

Satisfaction index 63.6 67.5 48.7 34

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

%

Willing Payers

%

Neutral

%

Begrudging Payers

% Provides a dependable electricity supply


2.6 2.8 2.2 2.8


Regularly collects household rubbish/ refuse Average importance ranking

3.4 3.5 3.6 3.4


Importance and satisfaction with specific services cont..

TOTAL

%

Willing Payers

%

Neutral

%

Begrudging Payers

% Provides and maintains adequate street lighting


3.6 3.7 3.4 3.2



Average I mportance

Ranking

Satisfaction index

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

5.2 57.3

Supports the economic development of Phillippi East

5.3 59.3

Provides and maintains play-parks 5.5 43.1

Keeps public places clean and in good condition

5.5 51.7

Provides sports and recreation facilities 6.1 43.9

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

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

TOTAL

%

Willing Payers

%

Neutral

%

Begrudging Payers

% Provides council clinics for basic health care


3 3.3 2.8 3

Satisfaction index 47.2. 44.6 26.6 32.6

Importance and satisfaction with specific services -community services

TOTAL

%

Willing Payers

%

Neutral

%

Begrudging Payers

% Keeps streets in your area in a good state of repair/ condition


4.8 4.6 5.4 4.4


Provides community halls and sports centres


5.2 4.6 5.5 6.1



TOTAL

%

Willing Payers

%

Neutral

%

Begrudging Payers

% Provides and maintains public libraries


5.2 4.7 4.7 5.6


Provides and maintains play-parks for children Average importance ranking

5.5 5 5.4 6.4

Satisfaction index 43.1 45.3 24.7 25


TOTAL

%

Willing Payers

%

Neutral

%

Begrudging Payers

% Provides sport and recreation facilities


6.1 5.9 6.4 4.9

Satisfaction index 43.9 43.4 26 38.2

Assists with provision of affordable housing Average importance ranking

4.5 4.9 3.9 4.5

Satisfaction index 56.5 60.1 36 31.9


TOTAL

%

Willing Payers

%

Neutral

%

Begrudging Payers

% Keeps public places clean and in good condition


5.5 6 5.8 5.1


Supports the economic development of Phillippi East Average importance ranking

5.3 6.1 5 5.2



Average Importance

Ranking

Satisfaction index

Provides fire protection 2.3 46.2

Prevents illegal dumping 2.5 46.3

Enforces health regulations 2.6 44.2

Enforces traffic control 2.6 48.9

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

All regulated services are ranked important but have the lowest satisfaction scores overall.

TOTAL

%

Willing Payers

%

Neutral

%

Begrudging Payers

% Provides fire protection


2.3 2.3 2.2 2.1


Enforces traffic control Average importance ranking

2.6 2.6 2.6 2.3

Satisfaction index 48.9 52 25.9 21.5

Importance and satisfaction with specific services -regulated services

TOTAL

%

Willing Payers

%

Neutral

%

Begrudging Payers

% Prevents illegal dumping


2.5 2.7 2.3 2.7


Enforces health regulations Average importance ranking

2.6 2.4 2.8 2.9



Serious problems facing the household / community – Top 5 mentioned

Household• Unemployment 39%• Housing -structural 17%• Poverty/hunger 16%• Crime 13%• Illness 13%

Community• Crime 70%• Lack of service 10%• Unemployment 8%• Poverty 7%• Illness 5%

Problems are fragmented, varying from unemployment to leaking roofs etc. Crime is the biggest problem facing the

community

103

28 30

57 60

5 7

0

50

100

Formal Informal

Got better The same Got worse Unsure

Regardless of dwelling the popular view was that crime in the past year had worsened

During the past year - what has happened to the crime situation?

Victims of violent crimes - (yes answers shown)

412

30

3

35

0

50

100

Rape Assault Robbery Hijacking Other

Yes

Have you been a victim of any of the following violent crimes in the past year?

Victims of property crimes - (yes answers shown)

8

33

1 1 1 5

38

0

50

100

Burglary Theft Car Theft Theft outof car

Stocktheft

Fraud Other

Yes

Have you been a victim of any of the following property crimes in the past year?

34 37 3441

66 63 6659

0

50

100

Male Female Formal Informal

Safe Unsafe

Overall 60% generally feel unsafe during the day

How safe do you feel walking in the area where you live during the day?

61 1

10

9499 99

90

0

50

100

Male Female Formal Informal

Safe Unsafe

How safe do you feel walking in the area where you live after dark?

Over 90% of people feeling unsafe after dark

Where do you feel unsafe?

26

2419

14

107

GarageStationSpecific streetsShopping centreShebeensShack 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

%

Willing Payers

%

Neutral

%

Begrudging Payers

%

Strongly agree 15 21 10 3

Agree 35 39 21 6

Disagree 16 6 29 8

Strongly disagree 3 1 6 11

Cannot remember 32 33 34 72

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

%

Willing Payers

%

Neutral

%

Begrudging Payers

%

Strongly agree 14 18 9 -

Agree 29 29 21 8

Disagree 17 12 25 6

Strongly disagree 13 17 10 19

Cannot remember 27 24 35 67

The most agreeable to the statement were the Willing Payers

Statement best describing your knowledge of the Council

TOTAL

%

Willing Payers

%

Neutral

%

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

No answer 1 1 1 6

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

%

Willing Payers

%

Neutral

%

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 Payers

%

Neutral

%

Begrudging 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

%

Willing Payers

%

Neutral

%

Begrudging Payers

% Electricity 85 92 75 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%).

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

Which of the following do you pay for regularly?

TOTAL

%

Willing Payers

%

Neutral

%

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

Major expenses in household – open ended spontaneous mentions

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

TOTAL

%

Formal dwelling

%

Informal dwelling

% Groceries/ Food

66 70 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 -

Major expenses in household – open ended spontaneous mentions

Detailed household spending patterns

TOTAL

%

Willing Payers

%

Neutral

%

Begrudging Payers

% Food and non-alcoholic drinks 88 89 89 89 Average Rands R261 R264 R296 R211 Electricity

79

85

73

47

Average Rands R77 R76 R88 R79 Transport

75

71

76

75

Average Rands R82 R80 R84 R100 Housing

44

66

21

11

Average Rands R62.5 R47.5 R74.8 R24

TOTAL

%

Willing Payers

%

Neutral

%

Begrudging Payers

% Education 38 33 56 42

Average Rands R112 R128 R92 R75

Gambling

36

25

54

55


Savings

28

25

21

31

Average Rands R140 R170 R80 R44 Tobacco

19

22

15

31



TOTAL

%

Willing Payers

%

Neutral

%

Begrudging Payers

% Leisure/ recreation

18

20

14

-

Average Rands R51 R43 R48 R0 Alcoholic drinks

18

18

40

33 Average Rands R69 R75 R60 R44 Telephone

6

8

8

3



Total

%

Formal dwelling

%

Informal dwelling

% Food and non-alcoholic drinks

88

89

87

Average Rands R261 R276 R219 Electricity

79

92

42

Average Rands R77 R80 R64

Transport

75

75

74


Housing

44

58

1

Average Rands R62.5 R62 R125


Total

%

Formal dwelling

%

Informal dwelling

% Education 38 41 31

Average Rands R112 R124 R68 Gambling

36

36

37


Savings

28

28

27


Tobacco

19

18

23



Total

%

Formal dwelling

%

Informal dwelling

% Leisure/ recreation

18

21

11

Average Rands R51 R51 R50 Alcoholic drinks

18

19

18


Telephone

6

8

1



customer needs assessment survey -philippi east planning area- prepared by : roots research sa for :...

Documents

begrudging payers

community survey

community input

various statements

various levels of services

socio economic profile

importance of various

primary education