Customer Satisfaction - when you need more than just score measurements

The government of the UAE has made a public commitment to excellence in government services that adapts International Best Practices in a continuous effort to raise the bar in delivering services to residents. This commitment has created a need for a system to measure the levels of Customer Satisfaction and to track them over time, so that progress can be monitored.
As well as providing measurements, a well-planned survey should reveal what changes should be made in order for higher scores to be achieved, in future.
The majority of studies being conducted focus exclusively on the Customer and his or her relationship with the frontline employees. However, in order for significant increases in scores to be achieved, we recommend also taking into account the opinions and experiences of the frontline employees themselves. Do they feel that they have the resources they need to do the job properly? How do they envisage that improvements can be made?
And it extends even further than that.
The simple truth is that the ability of the frontline employees to service the customers with distinction depends, to a large extent, on the support received from the rest of the organization.
Some of the many issues which need to be studied and analysed include:

• Staffing levels
• Parking facilities
• Standard of Interior Decor and furniture
• Services available to visitors such as refreshments, wireless internet, fax machines and washrooms
• IT support
• Policies of the Billing and Finance Department
• Response times of engineers and maintenance staff
• HR support for frontline employees in providing training and support
• and many more.

We are proud of our achievements in collaborating with clients to make dramatic improvements in their Customer Satisfaction scores.
Contact us to enquire more about our Customer Satisfaction consulting services.