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25 May 2024

Happiness rate for services exceeds 82% in Q1 2017


The average satisfaction rate at the Customer Happiness Centre was 82.8 percent in the first quarter of the year, according to figures released by the Telecommunications Regularity Authority (TRA) on Saturday.

The TRA revealed the statistics for the Customer Happiness Centre during the first quarter of 2017, which included the number of cases handled by the customer happiness team, as well as the incoming calls and the frequently asked questions, whether related to the services provided or complaints.

The number of disputes with service providers during the first quarter of 2017 was 6,634, of which 3,523 were closed with an achievement of 53 percent, while there are still 3,120 open cases being resolved. The average satisfaction rate for the services offered by the centre was 82.8 percent, according to the happiness indicator conducted during the first quarter with the participation of 369 customers.

"The happiness of our customers is the ultimate objective of any initiative and project, and we are working in this context in accordance with the directives of our wise leadership, which focusses on the utmost importance of this subject in all the services and initiatives we launch. We have recently launched the National Customer Relationship Management (CRM) System, which provides an integrated national database that allows immediate dealing with various cases in a smart manner, based on the latest technologies in this field," said Hamad Obaid Al Mansoori, TRA Director-General.

"Engaging customers in the process of developing services is a priority for us to achieve an optimal form of service delivery. This system is an addition to our previous initiatives in this field, namely the government link for services, and the smart pass system, which provides access to services of all government entities through a username and password," he added In the first quarter of this year, the number of calls answered by the TRA contact centre reached 19,805.

The number of e-mails received was 12,658, and the number of live chats answered was 4,811. Customer satisfaction through telephone service was 81.69 percent, according to a survey conducted during the first quarter with the participation of 2,599 customers, while customer satisfaction with the live chats service was 82.20 percent.