Dubai Customs has boosted customer satisfaction with its services through the 'Client Ambassadors Initiative', according to a recent survey of the department.
Dubai Customs, in a press release, said that it worked on realising this goal by assigning an employee-ambassador to each group of clients within the same business sector. This strategy has enabled Dubai Customs to be much closer to the needs and expectations of its customers.
The initiative was proven efficient by the findings of the first survey carried out by DC to measure customer satisfaction with its services and facilitations being offered through the initiative.
According to the survey, 97% of the clients think that the initiative has supported growth of their businesses, while 92% of them said it serves their business interests by facilitating direct contact with the ambassadors who provide them with all necessary information to complete their customs transactions easily and swiftly. 99% believe that this initiative enhances their customs knowledge and therefore improves their business efficiency by saving the client's time and effort.
Ahmed Mahboob Musabih, Executive Director of Customer Management Division at Dubai Customs, said, "Achieving the highest levels of customer satisfaction is one of the core objectives of Dubai Customs. For that purpose, we launched the Client Ambassadors Initiative. We endeavour to closely monitor how well the initiative responds to our customers' aspirations by surveying them." He added that the results of the survey will be used to continuously develop the initiative with a view to delivering top-quality customs services, as this will enhance Dubai's competitiveness in attracting businesses, which constitutes one of DC's key responsibilities.
"This method benefits not only the customers, but also Dubai Customs through constant engagement of the clients as consultants in the development and improvement of its services and performance as a leading government administration," according to Samira Abdul Razzak, Director of Customer Management Department at Dubai Customs.
The Client Ambassadors Initiative, launched last year, is an integral part of a successful government as portrayed by Vice President and Prime Minister and Ruler of Dubai, His Highness Sheikh Mohammed bin Rashid Al Maktoum, when he said: "A successful government reaches out to citizens rather than wait for them to come to it."