Customer satisfaction survey on public utilities


One of the most pressing issues in Ukraine is to provide high-quality public utility services at affordable rates. This issue is of particular importance for small cities in Ukraine, where the housing and utilities infrastructure is deteriorated making a heavy burden on a municipal budget and population. The cities of Lugansk oblast are no exception. To prioritize the public utilities working areas of the GIZ Project, the Customer Survey Kick-off Workshop was carried out in Lugansk Centre for Post-Graduate Education on February 27, 2013 for the representatives of water utilities in the pilot cities of the GIZ project.

The representatives of sociological research company Lyudmyla Onuchak and Oleksiy Shatilov, and the GIZ team of survey coordination and analysis introduced the survey methodology, shared the German experience of conducting similar customer researches and explained how the survey results can be effectively used in the daily work of utilities.

The field stage of the survey will be carried out within March, and the results will be processed and analysed in April. Later on they will be presented to the relevant municipalities and public utility companies. On the basis of defined range of problems further activities on the improvement of public utility services will be proposed by the GIZ Project.