National Water and Sewerage Corporation (NWSC) has recorded an overall customer satisfaction score of 82%, exceeding its annual target of 80%, as the Corporation commits to addressing concerns around water supply reliability, billing, customer care and communication.
Presenting the Customer Satisfaction Index (CSI) findings at the NWSC Baraza 2026, Mr Serumaga said the survey drew responses from approximately 18,000 customers across 133 areas, providing insights into customer experiences and expectations.
The survey, conducted through telephone interviews, achieved a response rate of 90% and assessed key service areas, including water supply reliability, water quality, billing, complaint resolution, customer care, payment convenience and communication about service interruptions.
Greater Kampala Metropolitan Region recorded the highest customer satisfaction score at 85%, followed by the Eastern Region at 81% and the Western and Southwestern regions at 80%. The Central and Northern regions each recorded 77%.
Mr Serumaga noted that the overall score had improved compared with the previous financial year, with Greater Kampala Metropolitan Region registering the most notable improvement, partly attributed to interventions aimed at reducing complaints and keeping customers informed.
Despite the progress, the findings identified water supply reliability as a major concern, with approximately 30% of respondents raising issues relating to the consistency of supply. The Corporation acknowledged that some customers continue to experience limited supply hours rather than a continuous 24-hour service.
Billing and bill delivery were also highlighted, with about 20% of respondents expressing concerns, while approximately 18% raised issues regarding customer care. A further 20% cited inadequate service updates, particularly regarding interruptions and planned works.
Other concerns included complaint resolution, with customers calling for quicker responses, and payment convenience, as some consumers remain unfamiliar with available digital payment platforms. Respondents also called for clearer communication regarding water disconnections and reconnections.
Mr Serumaga emphasised that customer feedback remains central to NWSC’s efforts to improve service delivery, noting that the findings would inform interventions to address gaps and strengthen responsiveness.
He called for stronger collaboration with local leaders and other stakeholders to ensure customers receive timely and accurate information about service interruptions, planned works and available payment options.
The Corporation is also encouraging greater customer awareness of electronic billing and digital payment channels while working to improve complaint-handling mechanisms and communication with consumers.
The findings reinforce NWSC’s commitment to placing customers at the centre of its operations, with the Corporation seeking to translate the positive satisfaction score into more reliable water supply, improved customer care and better service experiences across its areas of operation.
