Rand Water | Integrated Annual Report 2025

INTEGRATED ANNUAL REPO

ENGAGING OUR CUSTOMERS Rand Water utilises the Customer Value Management (CVM) survey as a strategic tool to assess customer satisfaction across its service area. Conducted annually, the survey gathers insights from key customer segments, including municipalities, industries, and mining operations. For the 2024/25 financial year, 102 interviews were successfully completed out of a targeted 210 customers, yielding a response rate of 49%. Of these, 88 respondents represented municipal customers, 11 were from the industrial sector, and three (3) were from mining. This data provides valuable input for enhancing service delivery and aligning operational performance with customer expectations. As part of our commitment to continuous improvement, Rand Water develops targeted improvement plans for all performance indices that have declined by 5% or more compared to the previous financial year, as well as for those indices scoring below 82.5. These plans are designed to address service gaps and enhance overall customer satisfaction. OVERALL CUSTOMER VALUE MANAGEMENT RESULTS Rand Water exceeded its Key Performance Indicator (KPI) target of 82.5, achieving an overall customer satisfaction index score of 86.8 in the 2024/25 CVM survey. This represents a 0.7-point improvement compared to the previous financial year. While the overall results are positive, performance across individual indices was mixed, some areas demonstrated notable progress, whereas others showed a decline relative to the 2023/24 outcomes. In the 2024/25 CVM results, indices such as Water Quality, Account Executives, and Billing and Administration (Bulk Water Sales) recorded declines. The most significant drop was observed in the Account Executives index, which decreased by 2.6 points, from 90.2 in 2023/24 to 87.6 in 2024/25. This represents the largest decline across all measured indices, highlighting a critical area requiring focused attention and strategic intervention. On a positive note, several indices demonstrated strong performance improvements in the 2024/25 CVM results. Water Demand Management recorded the most significant gain, increasing by 8.8 points, from 79.1 in 2023/24 to 87.9. Infrastructure Planning followed closely with a 7.7-point rise, moving from 76.2 to 83.9. Operations and Maintenance improved by 3.0 points, reaching 88.2, while Communication and Stakeholder Relations experienced a modest increase of 0.2 points, from 64.8 to 65.0. These upward trends, particularly in operational indices, reflect Rand Water’s ongoing efforts to enhance service delivery and operational efficiency in core functional areas.

Table 10: CVM Index Scores Section

2024

2025

Change

Sample

n = 101

n = 102

OVERALL CVM RESULTS

86.1 96.8 90.8 85.2 79.1 90.2 76.2 64.8

86.8 94.8 90.3 88.2 87.9 87.6 83.9 65.0

+0.7 -2.0 -0.5 +3.0 +8.8 -2.6 +7.7 +0.2

Water Quality

Billing and Administration (Bulk Water Sales)

Operations and Maintenance Water Demand Management

Account Executives Infrastructure Planning

Communication and Stakeholder Relations NB: Results presented are index scores.

125

Rand Water | Integrated Annual Report 2025