Dubai Customs "questionnaires" its clients electronically

Dubai Customs is very keen in providing the best services to its customers. Hence, this step is taken by Dubai Customs to achieve its strategic objectives of providing the greatest level of customers' satisfaction.

The easy-to-use 37 devices enable Dubai Customs to immediately measure the level of customers' satisfaction in terms of rendered services. The questionnaire may take a minute or less from the customer's valuable time.

Ahmed Bin Lahej Director of Customers Management Department in Dubai Customs said:

"The new system reflects the greatest concerns of Dubai Customs about the level of satisfaction of its customers. We can through this system, as well as the other ways in which we are communicating with customers, obtain clear impressions of our customers and their frank opinion about the rendered services in Customer Services Centers. This will help us to build a database, which will give us a clear scenario on how to measure the performance of our employees in these centers and take corrective steps when deemed and necessary. In general, this helps us to take the right decisions related to the improvement of the standards of the services rendered and elevating customs work to obtain customers satisfaction."

This system, which is distributed to the customers' services employees in customs center and which the customer can use willingly, easily and quickly, consists of various electronic devices, each device contains five questions and by pressing on the special answering button, a customer may select his reply from various answers given without need to enter any personal data.

Questions shall be about the way the employee communicated with the customer, simplicity in concluding the service and the like, which will help Dubai Customs to measure the feed back of its customers and have clear idea about the standard of their satisfaction quickly and confidentially.

This new system is one of the important initiatives that will reinforce relations between Dubai Customs and its Customers, which include mystery shopper, Field Research, and Customers Complaint System which receives customers complaints related to services rendered by customs either: personally or through electronic mail, telephone and fax.