In order to further develop its services to customers and measure satisfaction, Sharjah Economic Development Department (SEDD) conducts a number of procedures and surveys periodically.
Sultan Abdullah bin Hadda Al Suwaidi, SEDD Chairman, said such studies and surveys are conducted as SEDD aims to have a good idea about customers’ opinion about the services it provides. Also these studies help SEDD take necessary action in developing and improving all aspects to further gaining customer contentment.
The department works within the directives of His Highness Dr. Sheikh Sultan bin Mohammed Al Qasimi, Supreme Council Member and Ruler of Sharjah, and the wise pursuit of 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.
SEDD used ‘Customer Satisfaction Questionnaire’, which was prepared by the Strategic and Performance Department and divided into two parts. The first one was to measure customers’ satisfaction on SEDD’s services; the second is converted to Suggestions and Complaints Committee at the Department.
Hanadi Al Muhairi, Director of Strategic and Performance Department, said SEDD took a 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.
Al Muhairi added that SEDD achieved three ISO certificates - 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.
The latest SEDD survey revealed that the rate of customer satisfaction in 2015 toward the department’s services reached 93 per cent where the rates for General Administration, Support Services, Economic Planning and Studies, Legal Affairs, IT, and Commercial Affairs Department were 100 per cent.