“Abu Kadra” service station in Dubai earned the “Glimmering Star of the Year 2010” Award as part of the Mystery Shopper Program after it succeeded in accumulating the highest average rate of satisfaction of 96.5%. The award was presented to the station for its employee dedication and commitment to provide the highest quality of service at all times and under all circumstances.
“Wadi Hatta” service station in Dubai came second with 96.4%, and “Adhen” service station in Ras Al Khaimah came third with 96.2%. The Mystery Shopper Program report have shown that 38 sites -out of the total 90 sites (This represents 42% of the total sites) had scored cumulative average scores of 90% and above (Excellent Category,) 52 sites (This represents 58% of the total sites) scored between 80%-89.9% and not a single site scored below 80%.The cumulative grand average score for all sites for the year 2010 was 89.3%.
Dr. Rahma bin Mohamed Al Shamsi, Retail Sales Manager at Emarat, honored the winning service stations in the presence of Mr. Abdulla Hassan Al Noman, Manager, Retail Sales Operations and Mr. Abdulraoof Abdulaziz, Manager, Dealer Sales Operations. He expressed his appreciation and gratitude for all those employees who exerted significant efforts to achieve such outstanding results. These results, he said, embody the true spirit of excellence in performance and reflect the high standards adopted by Emarat’s service stations, along with the level of dedication demonstrated by employees towards the achievement of their duties with devotion, sense of responsibility and enthusiasm.
He added that these results prove the commitment of employees to provide the highest levels of services to customers. They also demonstrate their sense of responsibility towards the preservation of the shiny image of the corporation in the eyes of its customers. He pointed out that these achievements are in line with the corporate objectives and outlook for future success.
Dr. Rahma stressed the need for maintaining the trend of distinction and further enhances it to face the challenges of competition in a constantly changing market environment through the innovation of new initiatives that would further enhance the accomplishments of the corporation, improve its services and maintain its leadership in the marketplace. He indicated that the corporation is adamant in its strive towards implementing its strategy of continuously improving the level of its services provided to its customers. He pledged to continue with these performance measuring exercises combined with the analysis of employee performance indicators and other market variables to maintain the highest levels of standards and performance.
Dr. Rahma also praised the efforts of the program organizers. He emphasized on the success of this program year after year based on new ideas that assist in enhancing its objectives and proving its credibility. This is mainly achieved through the adherence to the best practices and the specified rules and regulations of measuring employee performance.
On the other hand, Mr. Abdulla Hassan Al Noman emphasized on the importance of this award, which proves the commitment of the corporation towards expressing its gratitude to those who act as role models for others and provide their colleagues with the incentives to excel.
He said that the corporation began implementing the mystery shopper program several years ago through a contract signed with a specialized consultancy firm. As part of the agreement, the firm would conduct monthly visits by qualified people from various nationalities and backgrounds to check the quality of services provided by Emarat’s service stations in Dubai and the Northern Emirates.
The objective is to measure the quality of the products, the quality of service offered and the level of performance. This applies to various tasks such as fuel, retailing, Auto-care, maintenance, dealing with difficult customers, house keeping and hygiene. The firm would then provide the corporation with monthly reports detailing the performance of each station for analysis and further action. Based on the reports, the Retail Sales Department takes necessary actions to improve the process and day-to-day operations.