No tangible progress in service delivery is perceived by metro dwellers in 2012: 56% of people are not happy with service delivery in their area: Cape Town does best

Johannesburg, 30 July 2012:  In a survey of 2 000 residents of South Africa's metropolitan areas conducted in April/May 2012 and released today, TNS South Africa, South Africa's leading marketing and social insights company, revealed that the proportion of people in South Africa's eight major metro areas who are unhappy with the service delivery they receive from their local authority or municipality rose from 51% in November 2010 to 58% in February 2011 and now sits at a relatively unchanged 56%.  This suggests that, at least in terms of people's perceptions, no tangible progress is being made in terms of service delivery at local government level.

On a more positive note, 38% are satisfied with the service delivery they receive (essentially unchanged from the 41% of November 20102) whilst 6% gave a "don't know" response.

Differences by race a smaller than often seen: 56% of blacks are unhappy, as are 63% of whites, 51% of coloureds and 55% of Indians/Asians.

The results show strong differences by area (figures of 60% or higher are in bold italics):

The poorest perceptions are held in Pretoria, followed by East London and then parts of Gauteng.  Cape Town dwellers have the best (though still not good) perceptions, followed by Durban, Port Elizabeth, Bloemfontein and then parts of Gauteng.

The people who are least happy with service delivery overall, though, are, not surprisingly, people living in informal dwellings - 73% are not happy with the service delivery they receive.  Perceptions amongst Soweto residents appear to be worsening over time, with unhappiness levels rising from 49% two years ago to 61% now.  Pretoria has also seen a jump recently.

Our take out

In two press releases last week, TNS highlighted the poor perceptions that metro dwellers have of the public health and the education systems (see press releases dated 17 July).

Perceptions in terms of service delivery are equally as poor and show no sign of any perceived tangible improvement in metro areas.  The plight of people in informal dwelling is particularly acute - a finding that TNS has highlighted in the past (see press release dated 11 May 2011).

Whilst no doubt progress IS being made in some areas, this must be very localised: the broad feelings of unhappiness persist.  TNS has highlighted in the past that these levels of unhappiness have the potential for protest action and even violence, as well as passive resistance.  In the atmosphere of heightened emotions and rhetoric that are expected to obtain in the run up to the ANC's Mangaung conference in December, it would not be surprising to see such actions.

Technical note:

The study was conducted amongst 2 000 adults (1290 blacks, 355whites, 245 coloureds and 110 Indians/Asians) in the eight major metropolitan areas: it has a margin of error of under 2.5% for the results found for the total sample.  The study uses probability sampling techniques and is fully representative of the major metropolitan areas.  The study was conducted by TNS South Africa as part of their ongoing research into current social and political issues and was funded by TNS. 

Statement issued by TNS South Africa, July 30 2012

Click here to sign up to receive our free daily headline email newsletter