The National Water and Sewerage Corporation (NWSC) has recorded 82% customer satisfaction, surpassing its annual target of 80%, according to findings presented at the NWSC Baraza 2026.
Mr Serumaga said the survey collected responses from approximately 18,000 customers across 133 areas, with Greater Kampala leading at 85%, followed by the Eastern Region at 81%, and the Western and Southwestern regions at 80% each. The Central and Northern regions each scored 77%.
Despite the positive performance, customers cited unreliable water supply, billing challenges, customer care and inadequate communication about service interruptions as key concerns. About 30% raised issues with water supply reliability, 20% with billing and bill delivery, and another 20% with service updates.
NWSC pledged to improve complaint resolution, strengthen customer communication, and promote electronic billing and digital payment options. The Corporation also called for closer collaboration with local leaders to ensure customers receive timely information about planned works and service disruptions.
The findings will guide efforts to improve water supply reliability, customer care and overall service delivery across NWSC’s areas of operation.
