RAND WATER ANNUAL REPORT 2023

HOW WE CREATE VALUE

Water Wise Education Centre Percentage

Rand Water Nature Centre

95,77%

Vereeniging Purification Station

97,60%

JNF Walter Sisulu Environmental Centre

95,54%

Education Material

90,00%

Average satisfaction rate

94,73%

Figure 23: Water Wise Educational Programmes Customer Satisfaction 2022/23 Financial Year Engaging Our Customers

Annually, customers are given an opportunity to provide feedback on their experience in working with Rand Water, through the Customer Value Management (CVM) Survey. We have a close-knit relationship with our customers. To maintain such relationships, we have a dedicated department, Strategic Customer Partnerships (SCP), whose main function is customer relationship management. SCP enables Rand Water to achieve its strategic objectives, one being, “positively engage the stakeholder base”. Rand Water positively engages with customers and stakeholders through a dedicated team of the Customer Service Development and Customer Service Centre which operates 365 days a year, 24/7. Customer service excellence and enduring relationships are the driving forces of SCP. The survey was conducted from the 11 th of May to the 21 st of June 2023. A total of 86 customers within the area of supply (Gauteng, parts of Mpumalanga, North West, and Free State provinces) successfully completed the 2022/ 2023 survey. Based on a list of 195 contactable customers, the sample achieved represents a response rate of 44%. Customers were contacted using computer-assisted telephone interviewing (CATI). At total of 67 respondents were from the municipalities, while 11 participants were from the industries and only eight (8) were representing the mines. This is a positive representation considering that over 90% of Rand Water’s revenue is collected from the metropolitan and local municipalities. The elements rated included, Water quality, Project Management billing, Accounts Executive, Billing and Administration (Bulk Water sales and Project Management), Operations and maintenance, Water Demand Management, Infrastructure Planning and Media Relations.

91.4

92.1

85.1

95.2

Billing and Administration Project Management

Billing and Administration Bulk Water Sales

Account Executives

Water Quality

82.6

76.3

71.8

54.5

Operations and Maintenance

Water Demand Management

Media Relations

Infrastructure Planning

Figure 24: 2023 Customer survey results

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