Customer Service Satisfaction Survey

Customer Service Satisfaction Survey 2024/25

Note: Thank you for being a valued customer of the Dr. Beyers Naude Local Municipality. This survey is conducted for the 2024/2025 financial year for the purpose of measuring customer satisfaction with the services delivered by Dr. Beyers Naudé Local Municipality. We are committed to providing the best possible service, and your feedback is essential to helping us achieve that goal. Would you please take a moment to complete our customer satisfaction survey about your recent experience/s with the Municipality? It should take no longer than 5-7 minutes of your time. Your participation is voluntary, and your responses will be kept confidential and used solely for the purpose of improving our services in compliance with the Protection of Personal Information Act (POPIA). The closing date for submissions is 23rd February 2026.
Please indicate in which area you live (street, town, and ward): (e.g., Hartzenberg Street, Nieu-Bethesda, Ward 2):

Street Address

Ward

TownState / Province

Postal / Zip Code
What is your status as a respondent?

ResidentBusiness communityStudentOther
Employment status

Employment full-timeEmployed part-timeSelf-employedUnemployedStudentPensioner/Retired
What is your age group?

Below 18 years18-2526-3536-4546-5556-65Above 65 years

Please rate how strongly you satisfied with each of the SERVICE EXPERIENCE statements.

Rows	Extremely poor	Poor	Satisfactory	Good	Excellent
Service points are easily accessible
Staff are helpful and friendly
There are sufficient staff to provide an effective service
Staff are competent and knowledgeable
Office hours of service points are suitable
Areas in and around the offices are clean and neat
I found it easy to reach the municipality telephonically
Switchboard staff are friendly and courteous

Please rate how strongly you satisfied with each of the WATER statements.

Rows	Extremely poor	Poor	Satisfactory	Good	Excellent
The water is of a good quality
The water supply is not often interrupted
Water breaks are attended to quickly

Please rate how strongly you satisfied with each of the ELECTRICITY statements.

Rows	Extremely poor	Poor	Satisfactory	Good	Excellent
The electricity supply is constant
The electricity supply is not often interrupted
Electricity interruptions are attended to quickly
Faulty streetlights are repaired quickly

Please rate how strongly you satisfied with each of the SANITATION statements.

Rows	Extremely poor	Poor	Satisfactory	Good	Excellent
Waterborne sewerage systems work effectively
Sewerage suction tanker services are effective
Sewer connections are attended to effectively

Please rate how strongly you satisfied with each of the ROADS AND STORMWATER statements.

Rows	Extremely poor	Poor	Satisfactory	Good	Excellent
Roads are well maintained
How would you rate provision and maintenance of the storm water drainage system by the municipality?
Potholes are repaired quickly
There are sufficient street signs and roads clearly marked
Rainwater is diverted effectively

Please rate how strongly you satisfied with each of the REFUSE REMOVAL statements.

Rows	Extremely poor	Poor	Satisfactory	Good	Excellent
Refuse is always removed once a week
Areas are cleaned where refuse has been removed

Please rate how strongly you satisfied with each of the PARKS AND OPEN SPACES statements.

Rows	Extremely poor	Poor	Satisfactory	Good	Excellent
Parks are neat, clean, and accessible
Road verges are clean and neat
Public toilets are clean and neat

Please rate how strongly you satisfied with each of the HALLS AND SPORTS FIELD statements.

Rows	Extremely poor	Poor	Satisfactory	Good	Excellent
Halls are clean and neat
Sports fields are clean and neat

Please rate how strongly you satisfied with each of the FIRE AND RESCUE SERVICES statements.

Rows	Extremely poor	Poor	Satisfactory	Good	Excellent
My area is provided with an effective Fire Service

Please rate how strongly you satisfied with each of the LAW ENFORCEMENT AND TRAFFIC SERVICES statements.

Rows	Extremely poor	Poor	Satisfactory	Good	Excellent
Law enforcement and traffic services are visible in my area
There are sufficient traffic services in my area
The Traffic licensing offices are effective

Please rate how strongly you satisfied with each of the RATES AND ACCOUNTS statements.

Rows	Extremely poor	Poor	Satisfactory	Good	Excellent
Accounts are accurate
There are sufficient pay points available
Property valuations are reasonable
Service subsidies to the poor are easily available

Please rate how strongly you satisfied with each of the WARD COMMITTEES statements.

Rows	Extremely poor	Poor	Satisfactory	Good	Excellent
My ward committee is functional
I know how to get hold of my Ward Councillor

Please rate how strongly you satisfied with each of the ACCESS TO INFORMATION statements.

Rows	Extremely poor	Poor	Satisfactory	Good	Excellent
The municipal website is user friendly and up to date
I find it easy to obtain information I have requested

Please rate how strongly you satisfied with each of the COUNCIL COMMITTEES statements.

Rows	Extremely poor	Poor	Satisfactory	Good	Excellent
I always know when meetings of Council are held
I am always welcome to attend meetings of Council
I always receive feedback on matters submitted to Council

Please rate how strongly you satisfied with each of the ADMINISTRATION statements.

Rows	Extremely poor	Poor	Satisfactory	Good	Excellent
My letters are always responded to
How would you rate the communication between the municipality and you?
How would you rate the standard of service delivery of the municipality in respect of building plans and land-use applications?

Please rate how strongly you satisfied with each of the IDP AND PERFORMANCE MANAGEMENT statements.

Rows	Extremely poor	Poor	Satisfactory	Good	Excellent
I can give input on the IDP
IDP performance is reported back with IDP public meetings
The municipal Performance Management System is effective

Typically, how long does the Municipality take to attend to the following complaints?

Overall, how satisfied are you with our customer service?
Communication channels:

EmailCall CentreWhatsApp groups/ChannelCouncillorOffice walk-insFacebookWebsiteMunicipal officials
Preferred communication medium?

EmailCall CentreWhatsApp groupsCouncillorOffice walk-insFacebookWebsiteMunicipal officials
Municipal accounts

MonthlyEvery other monthQuarterlyAnnually(for monthly Account HoldersOnce a year (for Annual account HoldersNever
How familiar are you with our services?

I use your services frequentlyI sometimes use your servicesI rarely use your servicesOnly one time I used your servicesNever used your services before
General comments: Do you want to add or suggest something?
Email (Optional)
example@example.com
https://whatsapp.com/channel/0029VbBCbVl3GJP2JZQNWm2b
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Customer Service Satisfaction Survey 2024/25