The Customer Satisfaction Survey was carried out as part the “Customer Relations Thematic Area” of the WOP Project aimed at understanding the level of satisfaction customers derive from the various service attributes from the Hargeisa Water Agency (HWA). This report details the findings of the Customer Satisfaction Survey (CSS) that was conducted in March, 2025 in HWA through both the face to face and the telephonic interviews by the survey assistants with the help of a questionnaire (Appendix 5.1). The survey was conducted in 5 districts of Somaliland such as (Axmed dhagax, Maxamuud haybe, Gacan libaax, 26 June, Kood Buur) and the customer responses were captured directly into a data entry excel sheet. Basing on the information from 1,350 randomly sampled customers, a total of 1,246 response rate was obtained. The interview process covered two aspects which are ‘customer priorities’ and ‘customer satisfaction’. Fifteen attributes were covered on a scale of 1 to 5 to be enable proper computation of the Customer Satisfaction Index (CSI) which is a key performance indicator (KPI) for measuring customer satisfaction level in a given CSS. The CSI was computed as an average score of all the satisfaction attributes multiplied by 100%. And the results indicate that Hargeisa Water Agency (HWA) obtained an overall CSI value of 70%; this shows an increase of 13% compared to the previous CSI value of 57% for the year 2023.
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