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Table 5

Customer satisfaction across the managing groups, based on the independent follow-up survey conducted after the comparative study

Overall (n = 136)The Wastewater Association (n = 78)Vukasasa (n = 41)Nyalenda Water (n = 17)
Customer satisfaction score (5 = best, 1 = worst) 4.1 4.3 4.2 2.9 
Intent to use Yes, through this group, at the same price 70% 78% 61% 53% 
Yes, through this group, not at the same price 18% 14% 20% 35% 
No, not through this group, but at the same price 4% 3% 7% 6% 
No, not through this group, and not at the same price 4% 3% 7% 6% 
Don't know 3% 3% 5% 
What customers liked Price 43% 56% 17% 41% 
Quality of service 41% 40% 46% 35% 
Communication 8% 10% 5% 6% 
Proper fecal sludge removal 35% 24% 59% 24% 
Othera 28% 24% 30% 40% 
What customers did not like Price change after negotiation 1% 1% 0% 0% 
Pit partially emptied 15% 9% 17% 35% 
Solid waste not removed 2% 3% 2% 0% 
Smell 18% 14% 22% 24% 
Conceal from authority 18% 14% 24% 24% 
Otherb 18% 14% 22% 24% 
Overall (n = 136)The Wastewater Association (n = 78)Vukasasa (n = 41)Nyalenda Water (n = 17)
Customer satisfaction score (5 = best, 1 = worst) 4.1 4.3 4.2 2.9 
Intent to use Yes, through this group, at the same price 70% 78% 61% 53% 
Yes, through this group, not at the same price 18% 14% 20% 35% 
No, not through this group, but at the same price 4% 3% 7% 6% 
No, not through this group, and not at the same price 4% 3% 7% 6% 
Don't know 3% 3% 5% 
What customers liked Price 43% 56% 17% 41% 
Quality of service 41% 40% 46% 35% 
Communication 8% 10% 5% 6% 
Proper fecal sludge removal 35% 24% 59% 24% 
Othera 28% 24% 30% 40% 
What customers did not like Price change after negotiation 1% 1% 0% 0% 
Pit partially emptied 15% 9% 17% 35% 
Solid waste not removed 2% 3% 2% 0% 
Smell 18% 14% 22% 24% 
Conceal from authority 18% 14% 24% 24% 
Otherb 18% 14% 22% 24% 

aOther includes: lack of smell, speed of emptying, and pit fully emptied.

bOther includes: service too expensive, sludge buried on site, sludge disposed in open.

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