Analysing piped water service provider performance based on consumer perceptions

A consumer perception survey was conducted across 13 WSPs in Cikarang, Indonesia, to evaluate WSP performance around water continuity, supply pressure, water quality, and tariff affordability. The results showed that: (1) most respondents place water continuity as the most important indicator and expect uninterrupted supply; (2) significant differences exist between respondent expectations and perceptions, where most respondents perceive WSP performance as lower than what they expect; (3) consumer perceptions of performance were better for privately owned WSPs than government WSP. In the absence of performance monitoring and water surveillance, consumer perception can provide accurate initial assessments on performance, especially in identifying WSPs that perform poorly.