Better power: improving customer information and feedback mechanisms in the electricity sector in Tanzania

Transcription

1 Better power: improving customer information and feedback mechanisms in the electricity sector in Tanzania SAUTI SURVEY HIGHLIGHTS P R E S E N T E D B Y: N E L L I N N J O V U, T W A W E Z A

2 A quarter of respondents have a TANESCO connection 27% have electricity from Tanesco 27% yes no 73%

3 Getting a connection Most people apply through a written process (74%) and some do this in combination with a contact inside TANESCO (20%) Time taken to get a connection 50% 45% 44% 40% 35% Installation according to Tanesco- scheduled date 30% 25% 20% 15% 10% 5% 0% 18% 20% 1 month 1 to 3 months More than 3 months to 6 months 10% More than 6 months to 1 year 7% More than 1 year 1% I was never connected 68% 8% 24% Yes my connection was installed on the original date provided I was given a date but it changed one or more times I wasn t given a connection date

4 Most people are happy with the connection process In general, people felt there was enough information available on how to apply and the process involved (74% YES vs 21% NO). More people are satisfied than dissatisfied with the process for applying for a connection. 37% very satisfied, 33 % satisfied versus 15% dissatisfied and 13% very dissatisfied. (only 2% neither satisfied nor dissatisfied.

5 Making a complaint 35% of respondents say they have made a TANESCO service complaint Preferred method of making a complaint Call customer care 41% Suggestion box Complain to TANESCO via other media 13% 25% Effectiveness of complaints procedures in resolving issues Write a formal letter 11% Don t know 4% 17% Always effective Complain to TANESCO on their social media pages 3% 49% Sometimes effective Never effective Complain to my political representative Other 3% 1% 34% 0% 10% 20% 30% 40% 50%

6 Power cuts high rate, and often unplanned Effectiveness of complaints procedures in resolving issues 17% Perceptions on whether power cuts are planned or not Always effective 4% 7% 49% Sometimes effective Never effective Yes always Yes some of the time 34% 48% 41% No Don't know

7 Power cuts are lasting longer than planned Agreement/perceptions on whether power cuts are longer than planned 50% 45% 46% 40% 35% 30% 25% 20% 20% 23% 15% 10% 5% 5% 7% 0% Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree

8 Information about power cuts Nearly three-quarters (73%) of respondents don t think there is enough information on planned power cuts Where people get information on planned power cuts I got the information on the radio or TV 67% I heard an announcement in my area from a car with a loudspeaker 18% Other 7% Through a friend/colleague/family 5% I read it in the newspaper 2% Information directly from TANESCO provided over the phone/at their office/on their website 2% 0% 10% 20% 30% 40% 50% 60% 70% 80%

9 Appetite for more community-tanesco agreement on timing of power cuts Does TANESCO discuss the timeslot of power cuts with the community 1% 9% Perceptions on impact of neighbourhood discussion on service quality Yes No Don't know 13% 11% The overall quality of service would get better It would make no difference 76% It would be worse 91%

10 Off-grid customers using solar products 73% of respondents are off-grid Main reason people don t buy solar Too expensive 89% Over half have a solar product I think they don t work well 4% I want one but they are not available near me 3% 10% Solar system in your home I think there are better alternatives 2% 49% 42% Small solar portable lantern None of above I don t know much about them 2% Other 2% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

11 Awareness and information on solar products 9/10 solar product owners agree they received enough information on their solar product when they bought it. But for ALL off-grid respondents knowledge is more hazy Knowledge of difference between good and sub-standard solar products 4% 7% Yes No Not sure 89%

12 Consumer preferences on how to get information on good quality solar products Consumer preferences on how to get information non good quality solar products Radio 56% From the shop that sells it 22% Online 9% TV 6% Newspaper 4% Other 4% 0% 10% 20% 30% 40% 50% 60%

13 People think warranties are important but many solar customers unaware if their product has a warranty 58% of people think that with a warranty it would be very easy to get a product fixed Do you know if your solar product has a warranty? 36% 29% How important is a warranty to you when buying a solar lighting product? Yes it does No it doesn t Don't know 3% 5% 10% Very important It has some level of importance in my decision Not important 35% 82% I am not sure what a warranty is

14 Customer interest in quality standards Half of respondents (54%) think that the government is checking on solar product quality before it reaches the market Majority think a TBS market on solar products would be a good indicator of product quality 60% 53% 50% 40% 32% 30% 20% 10% 5% 7% 3% 0% Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree