CITY OF JOHANNESBURG

The Bureau of Market Research (Pty) Ltd (BMR) at the University of South Africa (Unisa) has participated in the customer satisfaction surveys and strategic projects of the City Johannesburg (CoJ) since 2005.  More specifically, the BMR has successfully conducted the following research studies commissioned by the CoJ since 2005:

  • 2005 – Household and business satisfaction surveys
  • 2006 – A ward analysis of the City of Johannesburg citizen satisfaction survey
  • 2007 – City of Johannesburg household and business satisfaction surveys
  • 2007 – Household and business satisfaction surveys
  • 2008 – Household and business satisfaction surveys
  • 2009 – City of Johannesburg business satisfaction survey
  • 2009 – City of Johannesburg household satisfaction survey
  • 2010 – City of Johannesburg business satisfaction survey
  • 2010 – City of Johannesburg household satisfaction survey
  • 2011 – City of Johannesburg household satisfaction survey
  • 2013 – City of Johannesburg household satisfaction survey
  • 2015 – City of Johannesburg qualitative household satisfaction survey
  • 2015 – City of Johannesburg quantitative household satisfaction survey
  • 2015 – Revisiting Demographic projections of City of Johannesburg – Population, household and dwelling unit projections 2011-2021
  • 2015 – City of Johannesburg business satisfaction survey
  • 2016 – City of Johannesburg caring cities barometer survey
  • 2016 – Acquiring insight into the quality of live dimension of City of Johannesburg inhabitants
  • 2016 – Five position papers on the Joburg 2040 Paradigm presented at the City of Johannesburg Research Roundtable hosted by the City Manager on 26 and 27 May 2016 to inform the update ‘future perspective’ of the Growth and Development Strategy (GDS):
    • A position on the rise and implications of the middle class in Johannesburg;
    • A position on the state of human & social development in the City of Johannesburg;
    • A position on the state of economic growth & development in the City of Johannesburg;
    • A position on public service delivery and customer care in the City of Johannesburg;
    • A position on institutional development and governance in the City of Johannesburg.
  • 2016/17 – City of Johannesburg customer satisfaction survey at regional and ward level
  • 2017 – Baseline study to assess the communication strategy of the City of Johannesburg in region A.
  • 2018/19 – Johannesburg inner city formal and informal firm survey.
  • 2019 – Investigating the information inequality gap in region G of the City of Johannesburg

The long-term research relationship between the City of Johannesburg and the BMR over the decade consists of the confidence in the BMR to provide scientifically sound research in support of the CoJ’s vision and strategic objectives.  Over years, the BMR’s research services reflect sound scientific methodological application sensibly combining both qualitative and quantitative research methodologies.  This approach has secured high levels of data richness directing the CoJ in terms of designing relevant action implementation plans aimed to improve service delivery and strategic planning within the CoJ.

The precision with which the BMR constructs the sampling plan designs for household and business surveys needs special mention.  This scientific sampling approach has also been complemented by occasional demographic projections conducted the BMR for the CoJ.  The format in which the BMR presents its research findings has proved to have numerous utility values for the CoJ.   In this regard the BMR’s work has assisted the CoJ to identify future service delivery priority areas, track changes in service satisfaction levels and to expand its data mining system.  The BMR work is most valuable for its ability to support tactical and operational service delivery planning and strategizing by the CoJ.

Overall, when judging the performance of the BMR over the past 15 years, the research service performance of the BMR attests high levels of research ethics, standards and quality.  Given the ability of the BMR to continuously present reliable, valid, theoretically sound and practical research, the CoJ intends to expand its relationship with the BMR in the near future.  The CoJ is also confident that the high standing of the BMR and its quality work will be experienced by any institution commissioning the BMR for future research work.  With specific reference to conducting customer satisfaction surveys, the CoJ is confident that the BMR has developed sound intellectual property for a prototype customer satisfaction research model that is likely to benefit many other municipalities in South Africa.  Expanding the BMR customer satisfaction model to other municipalities may also present an ideal tool for a long overdue comparative service delivery measurement instrument which could confidently benefit of municipal service delivery across South Africa.

Our best wishes accompany the BMR in its future research endeavours.

 

JAN ERASMUS
DIRECTOR:  STRATEGY & INTERNATIONAL RELATIONS

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