City of Cape Town

The 164C/2025/26 – Provision of a Service Provider for a Customer Satisfaction Survey tender is an opportunity issued by the City of Cape Town to appoint a qualified company to conduct annual customer satisfaction surveys over multiple financial years. The tender aims to help the municipality measure how residents and service users perceive municipal services and identify areas where service delivery can be improved. According to available tender information, the survey will be conducted for the 2027/28, 2028/29, and 2029/30 financial years, forming part of the city’s broader effort to monitor and enhance public service performance.

The primary objective of the project is to gather reliable and comprehensive feedback from residents and stakeholders regarding municipal services. Customer satisfaction surveys play an important role in government performance management because they provide measurable insights into how well public services are meeting community expectations. The City of Cape Town uses such surveys as part of its governance framework to evaluate service delivery across different departments such as water, sanitation, electricity, waste management, transport, and customer support systems.

Under this tender, the appointed service provider will be responsible for designing and implementing a comprehensive survey programme. This typically includes developing survey questionnaires, determining appropriate research methodologies, selecting representative samples of respondents, and collecting data through various channels. Data collection methods may include telephone interviews, online surveys, face-to-face interviews, or mobile surveys to ensure participation from diverse groups across the city.

Once the survey data has been collected, the service provider must conduct detailed analysis to interpret the findings. This involves identifying trends, measuring satisfaction levels, and highlighting key concerns raised by residents. The results must then be compiled into structured reports that present clear insights and recommendations. These reports assist municipal leadership in understanding service gaps and prioritising improvements in areas where citizens experience challenges.

Another important aspect of the tender is ensuring that the survey methodology produces statistically reliable results. The service provider must demonstrate experience in research, data analysis, and public sector consulting to ensure that survey results accurately reflect the views of Cape Town residents. Reliable survey data enables decision-makers to make informed policy and operational decisions aimed at improving service delivery and overall community satisfaction.

The contract will require the successful bidder to maintain high standards of data management, confidentiality, and ethical research practices. Because the survey involves collecting personal opinions and information from residents, the service provider must follow strict data protection measures and comply with applicable regulations governing research and privacy.

From a business perspective, this tender represents an opportunity for market research firms, consultancy companies, and data analytics providers with expertise in public sector research. Companies interested in bidding must demonstrate previous experience conducting large-scale surveys, particularly those related to customer experience, service delivery assessment, or stakeholder engagement. They should also show capacity to manage large datasets and provide actionable insights that government departments can use to improve their operations.