Water Source Users' Satisfaction

% of target water source users who are satisfied with the service provided by the service provider (utility or management committee)

This indicator measures the proportion of water users who are satisfied with the way their local water service provider (such as a utility, a water management committee, or other responsible entity) operates and maintains their water source. This includes aspects like the service's accessibility, reliability, and pricing, as perceived by the users. Satisfaction is a key reflection of service quality and contributes to the long-term sustainability of water services.

Collect the following data by conducting individual interviews with a representative sample of the the targeted water source users:

  

RECOMMENDED SURVEY QUESTIONS (Q) AND POSSIBLE ANSWERS (A)

Q1: Do you know who is primarily responsible for ensuring that [specify the water source] is operating well?

A1: yes / no

  

(ask the following question only if the previous answer was YES)

   

Q2: To what extent are you satisfied with the service provided by [specify the correctly identified service provider]? Are you very satisfied, fairly satisfied, fairly unsatisfied or very unsatisfied?

A2:

1) very satisfied

2) rather satisfied

3) rather unsatisfied

4) very unsatisfied

5) doesn't know / won't say

  

(the following question is not mandatory; ask it only if the previous answer is fairly unsatisfied or very unsatisfied).

  

Q3: Why are you not satisfied with the service provided by [specify the service provider]?

A3: specify: …………………

    

To calculate the indicator's value, divide the number of water source users who are "very satisfied" or "rather satisfied" with the service provided by their identified local water service provider by the total number of interviewed users (exclude those who didn't know their service provider). Multiply the result by 100 to convert it to a percentage.

1) If the respondent says that s/he knows who is responsible for the water source's operation and maintenance, the data collectors should cross-check it by asking: "Can you tell me who is the responsible group/ person?" Only people who know the service provider should be asked about their satisfaction.

2) The term "service provider" is used broadly to include various entities responsible for water supply (e.g., water management committees, community water associations, municipal utilities, private operators, local government departments, etc.). Data collectors must ascertain the specific type of provider for each water source/household during the interview.

3) Q3, though not mandatory for the main indicator, provides critical qualitative insights into which improvements in the service quality are needed, informing targeted program interventions.