CUSTOMER SATISFACTION SURVEY 2018 REPORT

MINISTRY OF WATER AND ENVIRONMENTTHE REPUBLIC OF UGANDAin partnership withCUSTOMER SATISFACTION SURVEY2018 REPORTPRO-UTILITY LIMITED3 Kawooya Road, Lubowa Estate; Box 6649, Kampala; AUGUST 2018 WATERAID UGANDAPageMAP OF UGANDA SHOWING THE DISTRIBUTION OF CUSTOMERS IN THE 6 REGIONSiiPageOn behalf of Ministry of Water and Environment, we wish to extend our sincere gratitude to all the institutions that played important roles in successfully undertaking this are highly indebted to WaterAid Uganda for the technical and financial support rendered to make this CUSTOMER SATISFACTION SURVEY a appreciate the contribution from National Water and Sewerage Corporation (NWSC) and Umbrella Authorities for Water and Sanitation in supporting Pro-Utility Limited to undertake the are grateful to the study teams that worked tirelessly to collect quality but not least, we thank all respondents who participated in this you,Alfred Okot OkidiPERMANENT SECRETARY AcknowledgementiiiPageExecutive Summary Pro-Utility Limited was contracted by WaterAid Uganda in collaboration with Ministry of Water and Environment through the Water Utility Regulation Department (WURD) to conduct a CUSTOMER SATISFACTION SURVEY .

a feel of the customer satisfaction levels. The findings show that overall; the Customer Satisfaction Index for Umbrella Water Authority is at 74%. CSI for NWSC was deliberately note computed due to small sample size. The quality of water supply conforms to the customer expectation in terms of smell (95%) and colour (91%).

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  Customer, Satisfaction, Index, Customer satisfaction, Customer satisfaction index

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