Corporate Governance

Mayor Masina Welcomes 6th South African Citizen Satisfaction Index

The Executive Mayor of the City of Ekurhuleni, Cllr Mzwandile Masina has welcomed the results of the sixth South African Satisfactory Index (SA-csi) conducted by Consulta. The survey measures the Citizen Satisfaction and Trust in service delivery in eight Metropolitan municipalities as a snapshot – Buffalo City, Cape Town, Ekurhuleni, eThekwini, Johannesburg, Mangaung, Nelson Mandela Bay and Tshwane.

The 2019 SA-csi results revealed that the City of Ekurhuleni had the highest level of customer satisfaction of the three Gauteng Metros. The City of Ekurhuleni received an index point score of 55.7 while the City of Tshwane received 51.3 and the City of Johannesburg received 49.9. Both the City of Tshwane and the City of Johannesburg performed below par according to the report.

“We are delighted with the results of the sixth SA-Citizen Satisfaction Index which reaffirms the findings of the recent Gauteng City Region Quality of Life Survey, which place the City of Ekurhuleni as the Best Performing Metro in Gauteng. The ANC led Coalition in the City Ekurhuleni remains committed to running an unapologetically Pro-Poor Government, which is obsessed with delivering quality services to our citizens. We will now work towards being the number one metro in the country and continue to deliver on the mandate the citizens of Ekurhuleni have given us.” said Mayor Masina

The overall satisfaction score is heavily influenced by the big gaps in the citizen expectation versus perceived quality. This is the measure of what citizens expect, versus what they actually experience in terms of service delivery. The SA-csi forms part of a global network of research groups, quality associations and universities that have adopted the methodology of the American Customer Satisfaction Index (ACSI) via its Global CSISM program.