Survey on “Customer awareness of and satisfaction with wastewater and sewerage services”

Created on 13 November 2013 Print Email

After 8 years of implementation, WMP has gained significant achievements supporting the development of institutions, policies, regulations and national laws, as well as the enhancement of operation and management capacity, and service quality of the wastewater operators.

With the purpose of evaluating people's awareness of wastewater - related issues, their rights and obligations in wastewater management, as well as customers’ satisfaction with local sewerage services, surveys on "Customer awareness and satisfaction with wastewater and sewerage services" were conducted in August and September 2013 among 600 household customers in six cities participating in WMP since 2005. These cities include Bac Ninh, Hai Duong, Vinh, Can Tho, Soc Trang and Tra Vinh. The survey team consisted of members of the customer care/communications units of the companies. Results of the survey will serve as a basis for the assessment of the impact of communication activities and the quality of services provided by wastewater management companies. This will help the companies in their planning of service development in accordance with the needs of the community and the local socio-economic development.

The report on the survey is currently under preparation and will be published in December, 2013.

Following are some preliminary survey results:


Content

 

General statistics of provinces

Province

Average

Male

Female

Secondary system

Tertiary system

Bắc Ninh

Trà Vinh

Hải Dương

Cần Thơ

Sóc Trăng

Vinh

Receiving wastewater-related information

54.9

 

 

 

 

80.0

25.5

66.0

64.0

66.7

27.7

Receiving information from the company

45.8

 

 

 

 

70.0

16.0

33.3

76.9

52.6

4.2

Rate of correct answers to wastewater-related questions

87.2

87.6

86.8

 

 

83.7

74.1

92.6

95.8

90.7

86.4

Rate of customer satisfaction with the company’s sewerage services (satisfied and very satisfied)

62.0

 

 

68.3

57.3

88.1

78.4

35.0

72.0

64.0

34.7

Rate of occurrence of wastewater-related problems

44.0

 

 

42.2

45.4

49.5

37.3

47.6

37

35

54.7

Rate of complaints

24.3

 

 

22.6

23.9

14

36.8

42.9

0

14.3

31

Rate of direct complaints at the company

32.2

 

 

 

 

85.7

35.7

28.6

-

0

11.1

Rate of complaints dealt with by the company

83.3

 

 

65.0

35.0

100

100

83.3

-

-

50.0

Assessment of attitude of company staff (good and very good)

83.9

 

 

 

 

89.7

87.3

66.1

93

90.8

76.3

Rate of fee payment from the people

96.5

 

 

 

 

94.9

 

 

 

98.0

 

Level of acceptance of the current wastewater fee

54.1

 

 

 

 

45.5

 

 

 

62.6

 

Improvement made to sewer systems after fee introduction

467

 

 

 

 

44.3

 

 

 

49.0

 

Content

 

General statistics of provinces

Province

Average

Male

Female

Secondary system

Tertiary system

Bắc Ninh

Trà Vinh

Hải Dương

Cần Thơ

Sóc Trăng

Vinh

Receiving wastewater-related information

54.9

 

 

 

 

80.0

25.5

66.0

64.0

66.7

27.7

Receiving information from the company

45.8

 

 

 

 

70.0

16.0

33.3

76.9

52.6

4.2

Rate of correct answers to wastewater-related questions

87.2

87.6

86.8

 

 

83.7

74.1

92.6

95.8

90.7

86.4

Rate of customer satisfaction with the company’s sewerage services (satisfied and very satisfied)

62.0

 

 

68.3

57.3

88.1

78.4

35.0

72.0

64.0

34.7

Rate of occurrence of wastewater-related problems

44.0

 

 

42.2

45.4

49.5

37.3

47.6

37

35

54.7

Rate of complaints

24.3

 

 

22.6

23.9

14

36.8

42.9

0

14.3

31

Rate of direct complaints at the company

32.2

 

 

 

 

85.7

35.7

28.6

-

0

11.1

Rate of complaints dealt with by the company

83.3

 

 

65.0

35.0

100

100

83.3

-

-

50.0

Assessment of attitude of company staff (good and very good)

83.9

 

 

 

 

89.7

87.3

66.1

93

90.8

76.3

Rate of fee payment from the people

96.5

 

 

 

 

94.9

 

 

 

98.0

 

Level of acceptance of the current wastewater fee

54.1

 

 

 

 

45.5

 

 

 

62.6

 

Improvement made to sewer systems after fee introduction

467

 

 

 

 

44.3

 

 

 

49.0

 

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