Achieving customer satisfaction is one of the primary goals of National Water and Sewerage Corporation (NWSC); this is because measuring customer satisfaction helps to promote an increased focus on customer requirements and stimulates improvements in the work practices and processes. It is also a requirement of the new ISO standard under which some of our area operations are certified. Under this standard we are required to identify parameters that cause customer satisfaction or dissatisfaction and consciously measure them. Customer Satisfaction is also one of the key performance indicators NWSC has to achieve under the Government of Uganda contract.

About customer survey
In this regard, NWSC has been carrying out regular customer satisfaction surveys to facilitate regular customer satisfaction (CS) measurement. The customer satisfaction survey is conducted to ascertain the importance customers attach to various attributes of our services and also to uncover customer perceptions of our performance on those attributes or needs (i.e. water reliability, water pressure, water quality, timely and accurate water bills, responsiveness in resolving complaints, responsiveness in effecting new connections, customer care, convenience of bill payment process and office ambience); and assessing the Corporation´s progress in achieving the set targets. The survey for the first six Areas (Kampala, Bushenyi, Entebbe, Kabale, Mbarara and Tororo) was conducted in July 2009 and the survey for an additional 6 Areas (Mbale, Lugazi, Jinja, Kasese, Fort portal and Hoima) was conducted in November 2009 and 15 Areas in March 2010. In July 2010, another survey was carried out that included all 20 operational areas. This was followed by another survey in November 2010 with a sample size of 5319 customers and returns of 2731 customers

Click here to take the Customer Satisfaction Survey.

<<Back to Home Page