ANC-run municipalities in Mangaung metro showed the lowest citizen satisfaction for the fourth year in a row at 32.6. Buffalo City metro had the second lowest score for the fourth year in a row.
A senior consultant at Consulta, Natasha Doren, said the overall expectations index has declined by an alarming 10-index points to 63.2, from a par of 73.4 in 2020, which signals a worrying breakdown in citizen trust in metros’ ability to deliver services. The survey shows that perceived quality measures saw a sharp decline from 2020’s score of 60.5 to 54.8 this year.
Doren said customer expectations are highest in Cape Town and lowest in Mangaung and Buffalo City . When it comes to municipalities handling citizens’ problems, the Mangaung metro is considered the lowest in complaint handling at 21.9, well below the average score of 35.7. It has a high complaint incidence of 53.9, indicating that citizen complaints remain largely unresolved.
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