General customer satisfaction with Emirates ID services is 82 per cent

The general percentage of customer satisfaction with the services provided by the Emirates Identity Authority has risen to 82 per cent, according to the results of a study conducted by Ipsos for measuring customer satisfaction and another study conducted by Nelson International on customer satisfaction and secret shopper.

H.E. Dr. Eng. Ali Mohamed Al Khouri, Emirates ID Director General, said: “The positive result of customer satisfaction with the services provided by the Emirates Identity Authority should constitute a strong incentive and a real motive for the Emirates Identity Authority’s family to double efforts to raise this percentage as much as possible in line with the Emirates Identity Authority’s future ambitions and its bid to provide 7-star services.”

During a meeting held by the Higher Management at the Emirates Identity Authority to discuss the results of the two studies, Al Khouri called on all executive directors as well as the directors of registration centers and managers to deal with the figures indicated in the two studies in the most transparent and clearest manner, stressing the necessity for them to seek solutions to overcome these challenges and keep improving the services provided by the Emirates Identity Authority.

Al Khouri underlined the importance of dealing positively with the good results of the customer satisfaction surveys and treating them as an incentive towards a more serious work and more intensive efforts and as an advanced step towards the provision of excellent services in a creative and innovative manner while upgrading these services in a bid to enhance customer satisfaction.

During the meeting, which was attended by the directors of registration centers and supervisors of centers, Al Khouri urged the staff to work diligently to find the convenient mechanisms to develop work procedures, stressing the importance of the suggestions made by the centers’ employees and their role in upgrading the services provided to customers in view of the ability of these employees to understand the needs of customers owing to their direct relations with them inside registration centers.

Al Khouri also urged all those working in the registration centers, which received the highest rate of satisfaction with the services provided inside them, to keep up the good work and  provide distinguished services to customers, who should be treated most respectfully.

The results of the customer satisfaction and secret shopper study conducted by Nelson International showed that the general satisfaction of customers stood at 83 per cent compared with 81 per cent for the customer satisfaction study conducted by Ipsos.