CUSTOMER SATISFACTION SURVEY (CSS)

[Pages:155]CUSTOMER SATISFACTION SURVEY (CSS)

REPORT FOR

LIMPOPO DEPARTMENT OF ECONOMIC DEVELOPMENT, ENVIRONMENT & TOURISM (LEDET)

AUTHORED BY

MARCH 2009

Head Office: Oude Molen Building, Suite 14, Cnr Oude Molen South & de Molen North Centurion Tel: +27 12 643 1886 Fax: +27 12 643 1934

Limpopo Branch Office: 56 Bodenstein Street Polokwane Limpopo Tel: +27 15 295 4278 Fax: +27 86 617 4783 / +27 86619 7282

Western Cape Branch Office: 32 Second Avenue Harfield Village Claremont, 7708 Tel: +27 683 6014 Fax: +27 21 683 7517

talentemporium.co.za ? info@talentemporium.co.za Company registration number: 1999/008056/07 ? Vat registration number: 4760188609

North West Branch Office: 86 Buffalo Thon Xanadu Eco Park Hartbeespoort Tel/Fax: +27 12 259 0393

Mpumalanga Branch Office: No 3 Drommedaris street Groblersdal Tel: 013 262 3636 Fax: 086 665 0815

LEDET Customer Satisfaction Survey Report. Authored by Talent Emporium (PTY) Ltd. March 2009

TABLE OF CONTENTS

1.1 REPORT STRUCTURE ..................................................................................................................... 9 1.1.1 Part A is a general section of the report : .................................................................9 1.1.2 Part B focuses solely on the Internal part of the CSS. ..............................................9 1.1.3 Part C focuses solely on the External part of the CSS. .............................................9 1.1.4 Part D focuses on the Recommendations ..............................................................10 1.1.5 Part E focuses on the overall conclusion of the CSS Report. .................................10

1.2 EXECUTIVE SUMMARY................................................................................................................ 10 1.2.1. Internal Customer Satisfaction Survey ..................................................................10 1.2.2 External Customer Satisfaction Survey......................................................................15

1.3. INTRODUCTION AND BACKGROUND .......................................................................................... 20

1.4 TERMS OF REFERENCE................................................................................................................ 25

1.4.1 Survey objectives ........................................................................................................25

1.4.2.

Survey deliverables .................................................................................................26

1.5 OVERALL PROJECT APPROACH................................................................................................. 26

1.5.1 Phase One: Project Initiation and Mobilisation.......................................................28

1.5.2 Phase Two: As ? Is / Situational Analysis...................................................................28

1.5.4 Phase Four: Survey Roll-Out ? Data Collection .......................................................32

1.5.5 Phase Five: Data capturing ......................................................................................33

1.5.6 Phase Six: Data Analysis ............................................................................................33

1.5.7 Phase Seven: Report Development.........................................................................33

PART B: INTERNAL SURVEY.................................................................................................................. 34

CHAPTER TWO: RESEARCH DESIGN..................................................................................................36

2.1. SAMPLING STRATEGY AND DESIGN ............................................................................................. 37 2.1.1 Research population ..................................................................................................39 2.1.2 Research sites ..............................................................................................................39 2.1.3. Sample size ..............................................................................................................40 2.1.4 Research instruments: Questionnaires ......................................................................44 2.1.5 Focus areas of the questionnaires ............................................................................44 2.1.6 Survey limitations .........................................................................................................46 2.1.7 Quality assurance .......................................................................................................48

CHAPTER THREE: SURVEY ROLL-OUT ? DATA COLLECTION AND CAPTURING ........................... 50

3.1 FIELDWORKER TRAINING ............................................................................................................ 50 3.2 SURVEY ROLL-OUT COMMUNICATIONS ....................................................................................... 50 3.3 QUESTIONNAIRE COMPLETION SESSIONS..................................................................................... 51 3.4 DOOR-TO-DOOR QUESTIONNAIRE COMPLETION ......................................................................... 51 3.5. RESEARCH TOOL: QUESTIONNAIRE ............................................................................................ 51

CHAPTER FOUR: SURVEY FINDINGS AND ANALYSIS ....................................................................... 53

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LEDET Customer Satisfaction Survey Report. Authored by Talent Emporium (PTY) Ltd. March 2009

4.1 RESPONSE RATE......................................................................................................................... 53 4.1.1 Gender profile of the respondents ...........................................................................53 4.1.2 Age Profile of Participants..........................................................................................54 4.1.3 Job level profile of the respondents .........................................................................55 4.1.4 Racial profile of the respondents ..............................................................................57 4.1.5 Response rate per workstation (i.e. Head Office, District Offices and Nature Reserves) .................................................................................................................................. 58 4.1.6 Head Office response rate ........................................................................................59 4.1.7 District Offices response rate .....................................................................................60 4.1.8 Nature Reserve response rate ...................................................................................60

4.2 FINDINGS AND ANALYSIS........................................................................................................... 62 4.2.1 LEDET`s commitment to practicising BP towards its own staff................................63 4.2.2 I am aware of every Directorate's Service Standards for its internal clients ........65 4.2.3 How are service standards communicated? ..........................................................66 4.2.4 Services that are used most by the LEDET internal customers ...............................67 4.2.5 Quality of services .......................................................................................................68

PART C: EXTERNAL SURVEY ...............................................................................................................101

CHAPTER FIVE: RESEARCH DESIGN.................................................................................................102

5.1 SAMPLING STRATEGY AND DESIGN ...........................................................................................104 5.1.1 Research population ................................................................................................104 5.1.2 Sample Size................................................................................................................104 5.1.3 Research sites ............................................................................................................105 5.1.4 Research instruments................................................................................................105 5.1.5 Research focus areas/services................................................................................106 5.1.6 Limitations of the survey ...........................................................................................106 5.1.7 Quality control...........................................................................................................108

CHAPTER SIX: DATA COLLECTION AND CAPTURE.........................................................................110

6.1 DATA COLLECTION.................................................................................................................110 6.1.1 Data collectors training............................................................................................110 6.2.1 Data cleaning and coding......................................................................................111 6.2.2 Capturing data into SPSS .........................................................................................111

CHAPTER SEVEN: SURVEY FINDINGS AND ANALYSIS....................................................................112

7.1 RESPONSE RATE.......................................................................................................................112 7.1.1 Overall response rate ...............................................................................................112 7.1.2 Response rate per district municipality...................................................................113 7.1.3 Biographical characteristics of the respondents ..................................................114

GENDER PROFILE OF THE PARTICIPANTS.........................................................................................114

EDUCATION LEVEL OF PARTICIPANTS..............................................................................................117

EMPLOYMENT STATUS OF PARTICIPANTS ........................................................................................118

7.2 KEY FINDINGS .........................................................................................................................119 7.3 AWARENESS ...........................................................................................................................119

7.3.1 Awareness about Batho Pele ..................................................................................120 7.3.2 Knowledge / awareness about LEDET....................................................................120

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LEDET Customer Satisfaction Survey Report. Authored by Talent Emporium (PTY) Ltd. March 2009

7.3.3 Awareness of LEDET's SOEs ......................................................................................122 7.3.4 Knowledge / awareness of LEDET through various platforms ..............................126 7.4 ACCESS TO AND USAGE OF SERVICES ......................................................................................127 7.4.1 Various means used to access LEDET services ......................................................127 7.4.2 Business / operating hours........................................................................................128 7.4.3 Services accessed ....................................................................................................129 7.4.4 Level of accessibility .................................................................................................130 7.5 COURTESY ..............................................................................................................................131 7.5.1 General courtesy by staff.........................................................................................131 7.5.2 Greeting consumers .................................................................................................132 7.5.3 Name tags .................................................................................................................133 7.6 EFFICIENCY / SERVICE STANDARDS ..........................................................................................134 7.7 CONSULTATION ......................................................................................................................136 7.8. OPENESS AND TRANSPARENCY ................................................................................................137 7.9 REDRESS / COMPLAINTS / VALUE FOR MONEY .........................................................................138 7.9.1 Lodging of complaints .............................................................................................140 7.9.2 Method of lodging a complaint .............................................................................140 7.9.3 Effectiveness of addressing complaints .................................................................142 7.10 ALUE FOR MONEY ...................................................................................................................143 PART D: RECOMMENDATIONS .........................................................................................................144 CHAPTER 8: INTERNAL SURVEY RECOMMENDATIONS ..................................................................144 8.1 QUICK-WINS...........................................................................................................................144 8.2 MEDIUM TO LONG TERM .........................................................................................................146 CHAPTER 9: EXTERNAL SURVEY RECOMMENDATIONS .................................................................148 9.1. QUICK WINS OR LOW HANGING FRUIT ....................................................................................148 9.2 MEDIUM TO LONG TERM .........................................................................................................149 PART E: CONCLUSION .......................................................................................................................152 PART F: ANNEXURES ...........................................................................................................................155

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LEDET Customer Satisfaction Survey Report. Authored by Talent Emporium (PTY) Ltd. March 2009

ACCRONYMS AND ABBREVIATIONS

BP BPR CSS LEDET GITO HoD HR IT LIBSA LIMDEV LTP PAs PS SCM SDIP SMME SOEs TE TIL ToRs WTPS WPTPSD

Batho Pele Business Process Re-engineering Customer Satisfaction Survey Limpopo Economic Development , Environment and Tourism Government Information Technology Office Head of Department Human Resources Information Technology Limpopo Business Support Agency Limpopo Economic Development Enterprise Limpopo Tourism and Parks Performance Agreements Public Service Supply Chain Management Service Delivery Improvement Plan Small Micro, Medium Enterprises State-Owned Enterprises Talent Emporium Trade and Investment Limpopo Terms of Reference White Paper on the Transformation of the Public Service White Paper on the Transformation of Public Service Delivery

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LEDET Customer Satisfaction Survey Report. Authored by Talent Emporium (PTY) Ltd. March 2009

TABLES

Table number

1 2 3 4 5 6 7 8 9 10 11

Title

Head Office Population and Sample Size District Office Population and Sample Size Nature Reserve Population and Sample Size Gender Profile of Respondents Age Profile of Respondents Job level profile of Respondents Racial profile of Respondents Response rate per workstations Response rate per head office Response rate per district office Response rate per Nature Reserve

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LEDET Customer Satisfaction Survey Report. Authored by Talent Emporium (PTY) Ltd. March 2009

GRAPHS / FIGURES

Graph/figure number

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38

Title

Overall Research Survey Methodology Internal Survey Approach Overall internal survey response rate Gender profile of the respondents Age profile of the respondents Job level profile of the respondents Racial profile of the respondents Response rate per workstation Head Office and District Office percentage surveyed Nature Response Rate LEDET's BP Practices Awareness of Service Standards Communication to internal customers Services used most by internal customers HR Service Employee Wellness Service Information Technology Service Internal Communications Cleaning Service Security Service Registry Service Supply Chain Management (SCM) Service Transport Service Finance Service Efficiency and quality of Elevators Efficiency of Parking Services for the internal customers with disabilities Reasons for poor service rendered to internal customers Internal factors that hinder service delivery Leadership and Batho Pele Customer centric organizational climate Lodging a complaint Reasons for not lodging a complaint Method of lodging and complaint Methods of facilitating complaints Satisfactory resolution of complaints Suggestion complaints Turnaround for resolving complaints

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LEDET Customer Satisfaction Survey Report. Authored by Talent Emporium (PTY) Ltd. March 2009

Graph/figure number

39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66

Title

External Survey Approach External CSS Response Rate Response rate per district municipality Gender profile of respondents Age profile of respondents Racial profile of respondents Education profile of respondents Employment status of respondents Awareness about LEDET Awareness about LIBSA Awareness about LTP Awareness about LIMDEV Awareness about TIL Means of knowing about LEDET Various means of accessing LEDET services Business operating hours Services that are accessed most Accessibility of LEDET services Courteous staff Greeting customers Name tags Service standards Consultation Transparency Problems with accessing LEDET services Lodging complaints Method of lodging complaints Addressing complaints

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