The City of Cape Town’s vision of developing a place of opportunity for its citizens by building global competitiveness and reducing poverty is driven by the opinions and views of the citizens to whom they deliver a range of services. In order to make this vision a reality and continue to facilitate the desired quality improvement programme, it has been absolutely vital for them to identify and monitor the needs of the residents and businesses of Cape Town on a regular basis. The end goal of collecting this information is to effect improvements in satisfaction levels with regard to service delivery by the City of Cape Town for two key stakeholder groups – residents and businesses. TNS South Africa has been running this survey of Citizens in Cape Town for over 7 years. The study involves 3 000 face-to-face interviews among residents of Cape Town, and 700 Computer Assisted Telephone Interviews amongst businesses registered within the City of Cape Town, and focus group discussions amongst residents and business owners in Cape Town. The study uses TNS’s TRI*M _PSQ (Public Service Quality) methodology that is tailored to track and diagnose citizen satisfaction, and it has helped the City achieve 7 consecutive years of upward trend in satisfaction among the city’s residents.
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