Jamshedpur Utilities & Services Company Ltd


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:: Quality of Life Survey (QoL) and Customer Satisfaction Survey (CSS) Report 2013 by AC Nielsen for the City of Jamshedpur

Since the inception of the Town, Tata Steel has always tried to undertake initiatives to improve the Quality of Life of the Citizens at Jamshedpur. Tata Steel provides all the municipal and civic services in the city through JUSCO. In its endeavour to look for Benchmark in city services, Tata Steel decided to rope-in one of the best in the survey industry i.e. AC Nielsen. The objective behind having a 3rd Party survey was to get the correct opinion from the citizens and then find ways and means to come close to the expectations. This is the 9th such survey and the parameters include Social, Economic and Environmental Indicators. The methodology includes quantitative study involving face-to-face interviews with structured questionnaire with citizens staying in the city for at least 6 years.

The services are compared with other 5 similar cities of India via Chandigarh, Pune, Bhubaneshwar and Vishakhapatnam. Respective citizens rate the services of their own city on a scale of 1-5. The rating is then compared with services at Jamshedpur and a comparative score is derived. The results of the survey helps in identifying the gaps and take initiatives to further improve upon the existing services being provided to the citizens of Jamshedpur.

The results of the QoL survey show that Jamshedpur has retained the 2nd position. The most important factors according to the citizens of Jamshedpur affecting their quality of life are power, water, urban environment, healthcare and education in order of preference. Although the citizens are satisfied with water services, power services and urban environment but their expectations are more in terms of better healthcare facilities, highway condition, secondary and higher education and entertainment avenues.

AC Nielsen also does the Customer Satisfaction Survey (CSS) to understand the various areas of satisfaction and dissatisfaction with regard to the services provided by Tata Steel through JUSCO. The results of the survey show that the overall satisfaction scores among the citizens of Jamshedpur are higher than the global norm and the norm for the Utility Sector in the Asia Pacific Region.

The results of both the surveys help Tata Steel to draw up action plan to close the gap and meet the expectations of the citizens of Jamshedpur.


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