Sultan Abdullah bin Hadda Al Suwaidi, SEDD Chairman, said that such studies and surveys are conducted due to SEDD’s concerns about the customer to have a good idea about their opinion about the services it provides in order to take the necessary actions in developing and improving all the sides that may help in gaining their contentment.
He pointed out that the Department works within the directives of H.H. Dr. Sheikh Sultan bin Mohammed Al Qasimi, Supreme Council Member and Ruler of Sharjah, and the wise pursuit of H.H. Sheikh Sultan bin Mohammed bin Sultan Al Qasimi, Crown Prince and Deputy Ruler of Sharjah, and Chairman of the Executive Council, to offer the best services and facilitates to the citizens, residents and investors, in a way that go in hand with the emirate’s objectives and aspirations.
As for the sample chosen for the survey, and about the way that SEDD used in collecting data, it has depended on the “Customer Satisfaction Questionnaire which was prepared by the Strategic and Performance Department in SEDD. Such questionnaire resembles a main tool for information gathering process which has been divided into two parts. The first one was to measure customer’s satisfaction on SEDD’s services whereas the second part is converted to Suggestions and Complaints Committee at the Department.
Commenting on that, Hanadi Al Muhairi, Director of Strategic and Performance Department, said that SEDD took number of improvement procedures toward such a study in order to raise customer satisfaction rates by conducting number of meetings to place a good plan in such a field. In addition, the Department is planning to adopt more practices to attain its development objectives in such a field.
Al Muhairi added that SEDD was able to attain recently 3 ISO certificates which are ISO 10001:2007 of Customer Service, ISO 10002:2014 about the guidelines for complaints handling in organizations, and ISO 10004: 2012 related to guidelines for monitoring and measuring. So by applying the standards of such certificates, SEDD will be able to draw a plan for customer service, raise customers confidence and the quality of service as well as customer satisfaction.
It is worth mentioning that the latest survey issued by SEDD revealed that the rate of customer satisfaction in 2015 toward the Department’s services reached 93% where the rates from the General Administration, Support Services, Economic Planning and Studies, Legal Affairs, IT, and Commercial Affairs Department whereby each one of them got 100% rates.