Rand Water | Integrated Annual Report 2025

OVERALL SATISFACTION, VALUE, AND QUALITY OF SERVICE The overall index measures for 2023/24 and 2024/25 reflect a positive trajectory in customer satisfaction with Rand Water’s services. The overall satisfaction index rose by 1.4 points from 86.2 to 87.6, indicating sustained customer contentment. Although the overall value index experienced a slight decline of 0.5 points, moving from 88.0 to 87.5, it remains high, suggesting continued confidence in service quality. Additionally, the quality-of-service index improved by 1.1 points, from 85.4 to 86.5. These results underscore Rand Water’s commitment to maintaining high service standards and enhancing customer value perceptions.

Table 11: Overall Index Measures

Overall Ratings

Index 2023/24 Index 2024/25

Change

Sample

n = 101

n = 102

Overall satisfaction with Rand Water

86.2 85.4 88.0

87.6 86.5 87.5

+1.4 +1.1 -0.5

The quality of service received from Rand Water

Overall value received

NB: Results presented are index scores.

EMPLOYEE ENGAGEMENTS To ensure that employees remained well-informed throughout the reporting period, Rand Water implemented a range of routine communication activities designed to maintain a consistent and transparent flow of information. These activities included proactive social media monitoring, the dissemination of weekly publications such as Rand Water Weekly and updates on water consumption and reservoir levels. Additionally, ad hoc newsflashes, official notices, SMS alerts, and WhatsApp updates were regularly issued to keep staff abreast of developments and organisational priorities. As part of its commitment to transparent communication and employee engagement, Rand Water hosted the quarterly Group Chief Executive’s Employee Road Shows during the reporting period. These sessions were strategically designed to keep employees informed about key organisational developments, performance metrics, and strategic priorities. The Road Shows provided a platform for direct interaction between leadership and staff, fostering a culture of openness, alignment, and shared purpose across the organisation. During the reporting period, internal communication played a pivotal role in keeping all employees informed and aligned with Rand Water’s strategic priorities. Timely updates were shared on key developments such as planned maintenance on the 2 pipeline, monitoring of elevated water consumption levels, and the detection of E.coli in the water supply. These efforts helped ensure that staff were aware of critical issues, while also reinforcing our shared responsibility for transparency, operational excellence, and public safety. From July to December 2024, several key campaigns and initiatives were rolled out to strengthen stakeholder engagement and raise public awareness. Internally, these campaigns also served to highlight the organisation’s direction and progress. Notable initiatives included the Planned Maintenance Coverage, the Rand Water Innovation (RWI) Campaign, and the Women’s Month Video Series, as well as targeted efforts on Water Conservation and Credit Management. In addition to these campaigns, Rand Water hosted and participated in several high-profile events, such as the Soweto Marathon Launch, the National Youth Indaba, Ministerial Site Visits, the Barrage Flotilla, the Rand Water Vaal River Marathon, the SPV Launch, and the Rand Water Talks Panel Discussion. These events served as critical platforms for stakeholder interaction, brand visibility, and community engagement, while also highlighting Rand Water’s commitment to promoting health, wellness, and a sense of pride and belonging amongst employees.

126

Rand Water | Integrated Annual Report 2025