Customer Satisfaction Assessment – MOC11A

Project title:

Customer Satisfaction Assessment – MOC11A

Client:

Management Board of Urban Technical Infrastructure Development Projects (MABUTIP) – Technical Infrastructure Agency – Ministry of Construction

Main activities:

The consulting team will conduct the following activities:

(i) Household survey:

• Develop household questionnaire which is designed to collect data on (a) socio-economic conditions of the household, (b) community health conditions related to the shortage of water and sanitary services, (c) water supply, and sanitation conditions, (d) perception and issues related to water supply and sanitation system, (e) the inter-relationship between the household and service supplier, (f) the voluntariness and ability of the household to pay more for an improved water supply system, and (g) the household’s need of information;
• Identify the survey sample;
• Conduct field survey;
• Analyze the data collected.

(ii) Focus group discussion:

• 10 Focus group discussions will be organized (1 group per province) in which various stakeholders will collect the people’s comments or opinions on water supply and sanitation service. These discussions will also be used in developing strategies to stimulate community participation in project design.

(iii) Comprehensive analytical report:

• Prepare a comprehensive report to analyze the results of CSA and give their proposals regarding investment in an improved water supply system in the project areas.

3,992 surveyed households are surveyed and 80 FGDs are conducted.

Dates (start – end):

01 -09/2014

Location:

Uong Bi – Quang Ninh, Ninh Binh, Tam Ky – Quang Nam, Da Lat, Dong Xoai – Binh Phuoc, My Phuoc – Binh Duong, Phu Quoc – Kien Giang, Bim Son – Thanh Hoa, Dong Ha – Quang Tri, Thai Hoa – Nghe An