Written by Sarah Lamb, Head of Client Services at DataEQ
As Johannesburg gears up to host the G20 Summit later this year, the eyes of the world and its own residents are firmly fixed on the city. The stakes couldn’t be higher. But beneath the international spotlight, the city is grappling with deep-rooted challenges in service delivery that threaten to overshadow its global moment.
Our latest Pulse of the People quarterly report, which analysed nearly 300,000 online public mentions across four major leading cities, reveals a sobering reality: service delivery is not only the most discussed issue across South Africa’s major metros, but also the one most strongly linked to public dissatisfaction.
Although all metros did suffer from high levels of complaints around service delivery, Joburg lagged behind with the lowest Net Sentiment.
Digging deeper, the data reveals that Johannesburg’s service delivery failures, according to residents, span multiple critical areas: power cuts, water shortages, and neglected infrastructure consistently topped residents’ complaints. These issues are compounded by perceived governance failures - allegations of financial mismanagement, corruption, and a lack of transparency have further eroded public trust. Even basic municipal functions like waste removal and road maintenance are sources of persistent frustration, with residents frequently describing a sense of abandonment by local leadership. This chorus of dissatisfaction reflects not just isolated service lapses, but a systemic breakdown that threatens the city’s ability to deliver on its promises.
What’s striking in the case of Joburg is also how little City communications, including those from the Executive Mayor, have moved the needle. Despite Johannesburg’s efforts to announce major international events like the G20 Summit, our analysis shows that posts by the mayor intended to showcase the city’s progress garnered virtually no engagement. In contrast, residents were quick to highlight service delivery failures, turning even the most optimistic announcements into opportunities to voice concerns about water, electricity, and waste management.
This disconnect between official messaging and public perception is a cautionary tale for any city seeking to build trust. Communications can only go so far if the lived reality doesn’t match the narrative. Trust is built not through words but through action - through reliable, consistent delivery of the services that matter most.
The data shows that residents are not disengaged or apathetic; they are highly engaged and holding municipalities accountable in real time. Johannesburg’s performance in the report is a reminder that reputational resilience isn’t built on press releases or event hashtags, but on the daily lived experience of residents. As the city prepares to host a global audience in November, the true test will be whether it can deliver on the basics and shift public sentiment, both locally and abroad.