Pioneering
technology to improve customer satisfaction getting
implemented at DCCI
Dubai
Chamber of Commerce and Industry DCCI is to
implement a brand new technological system developed
in South Africa
designed to enable a swift and rapid response to
customer feedback electronically.
United Arab Emirates:
Wednesday, July 27 - 2005 at 15:23 GMT+4
Mr. Abdul Rahman G. Al Mutaiwee Director General of
DCCI tested the new device. "This is a new
initiative and important step in evaluating the
satisfaction level on our service from our clients.
Developed and easy to use devices are provided to
get the feedback from the clients and measure the
scope of their satisfaction on service, quality,
time and the staff awareness about his job tasks
which are important elements for all the services
offered to the clients.
The new device can offer quick reports and
immediately on the services offered by the
commercial services department which works directly
with the members and the clients; this reason lead
us to start from this department to measure the
performance on daily basis", Al Mutaiwee said.
Al Mutaiwee added, "This step reflects the DCCI
goals in providing high quality services the
benefits both members and non members. He indicated
that the questionnaire feedbacks which are collected
will be converted to chart format measuring the
performance on weekly basis. The team will discuss
the results then they will put goals to achieve."
Al Mutaiwee emphasized on the importance of the
information collected from the electronic devices
which will enable the chamber measuring the services
level which is very important in DCCI evaluation in
Dubai Government excellence program.
The electronic questionnaire is a modern solution
which replaces the old system that requires huge
efforts in sorting the results manually twice a
year. The new system will enable DCCI getting
feedback continuously while the client is running
his transaction.
Eyad Juma Al Kindy, Manager of Commercial
Documentation at DCCI, who is heading up the team
conducting the usage said: "The feedback system is
going to be a great success. Our customer's feedback
is very important to us and Customer Feedback System
(CFS) is a great tool that enables us to make our
customers experience that little bit better, every
time."
He added, "providing this device show DCCI
transparency policy applied in its services which
will enable the client evaluating the staff in evry
single visit to DCCI to develop and improve our
services. DCCI contracted with a company from South Africa
for this purpose.
CFS unit appears to be a simple touch pad that sits
at the point of service, however, underneath the
exterior sits CFS propriety software, which is
connected to an internal computer server. Whilst the
customer completes their transaction they can answer
a series of questions by punching in their answers,
taking a mere twenty seconds much quicker than a
traditional hand written feedback form.
The data is then sent to the CFS hub where it is
analysed and reported on a weekly basis to DCCI who
can then respond to their customers concerns in a
timely and efficient manner. The devices could be
expanded to encompass all of DCCI's offices and
branches. The use of the CFS units, which have been
placed at six transaction counters in the main
branch, will be expanded to encompass all of DCCI's
offices.
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