DED conducts customer satisfaction study
Dubai’s Department of Economic Development (DED) announced its third annual Customer Satisfaction Study, which is being conducted to generate feedback about the quality of its services. The study is the latest in a series of initiatives undertaken by the department including the Sectorial and Open Door meetings, to enhance and upgrade its relationship with the private sector.
The results of the study, which is targeting 25,518 commercial establishments across the emirate, will be used to build and measure the customer satisfaction index for the year 2002, in addition to creating a basis for planning and enhancing customer oriented services in the various divisions of the Department.
The respondents, which represent 40 percent of the total number of companies registered with the DED, have been divided into four categories with commercial establishments accounting for 70.8 percent, the professional sector for 22.5 percent, the industrial sector for 4.4 percent and tourism for 2.3 percent of the total sample.
“As the premium government department responsible for driving the financial and economic development of Dubai, it is imperative that the DED develops a mindset to serve the members of the private sector,” said Saeed Rashid Saeed Al-Suwaidi, acting director at DED’s Planning and Studies Division.
“The Customer Satisfaction Index is an ideal tool to measure and evaluate our performance on a yearly basis, thus enabling us to systematically assess our services to the public, identify our strengths and weaknesses and delineate specific areas for further development.”
“By receiving accurate feedback from the private sector on areas for improvement, the Department and the public can work closely together, in order to ensure a smooth environment for trade and business in Dubai. We urge the business establishments in the Emirate to respond to the Customer Satisfaction Survey and thus help us in our endeavor to serve them better,” he added.
The Customer Satisfaction Study, which constitutes an additional step in DED’s move to provide better services for members of the private and public sectors, seeks feedback on several issues including the speed of providing services, employee behavior, response to queries, access to senior officers and the ease of obtaining information from the Department.
Respondents are also asked to evaluate DED’s projects and initiatives, its systems and procedures, its general performance and the interactive website, in addition to listing positive and negative aspects of the Department. The results of the study will be tabulated and analyzed using SPSS, an advanced computerized system, to build the Customer Satisfaction Index for various parameters.
The Economic Department was established in Dubai in 1992, with responsibilities to prepare and maintain a commercial register and supervise its organization; register and protect industrial and trade property rights; regulate the affairs of commercial agents and brokers, and commercial advertising offices; study applications to establish or expand industrial projects, and take appropriate decisions in the light of their commercial viability; regulate and promote the marketing of the Emirate’s industrial products; encourage local and foreign investments in commercial and industrial projects, and create the appropriate environment for such investment.
The DED is also in charge of organizing exhibitions in cooperation with the concerned parties; controling the insurance industry and supervisnig insurance companies operating in the Emirate; supervising the incorporation of companies of whatever nature and register national and foreign companies and studying the participation of the government in companies and development projects and representing the government in companies where it has a stake. — (menareport.com)
© 2003 Mena Report (www.menareport.com)