Jacky's Group of Companies receives ISO 10002:2004 Certification for Customer Complaints System

An international customer satisfaction guideline, the ISO 10002:2004 certification was awarded to the Group following a stringent audit assessment by BAS in recognition of the quality and efficiency of its customer feedback management system across Jacky's Electronics outlets and its commitment to increase the satisfaction of its suppliers and customers. The Group, one of the first IT companies and electronic retailers in the UAE to achieve the ISO 10002:2004 certification, was awarded due to the consistency of its procedures of handling and addressing customer complaints.

"Providing quality products and excellent customer service have always been the top priority of Jacky's Group. We ensure that all our companies are continually enhancing customer satisfaction by creating a customer-focused environment that is open to feedback and complaints," said Manohar Punjabi, Executive Director, Jacky's Group.

"The ISO 10002:2004 certification not only provides us with a benchmark of maintaining superior services amongst our companies but also allows us to be more customer-centric for the benefit of our loyal customers. Customer satisfaction is an essential element of quality and excellence and through this certification, our customers are assured that Jacky's Group only implements international standards and best practices in facilitating customer service procedures," he added.

The ISO 10002:2004 certification provides guidance on the process of complaints handling related to products within an organisation, including planning, design, operation, maintenance and improvement. The certification also offers complainants an open, effective and easy-to-use complaints process.

"The Bureau of Assessment Services appreciates the efforts taken by Jacky's Group in implementing the customer satisfaction and complaint management system as per the International Standard ISO 10002. The certification body believed that Jacky's Group deserves the International Standard by the process deployed in Customer Satisfaction Surveys, customer complaints and the top management's commitment over the years of assessment by BAS auditors," said Xavier Gabriel, Certification Manager, BAS. "We at BAS believe that the Group will set examples for best industry practices of customer satisfaction by its inherent innovations on continual improvement."

Jacky's Group has a Quality Initiatives Management Review Board which regularly evaluates process measures and customer services reports across its companies. The Group has also appointed a dedicated Customer Service Supervisor who takes charge of customer service executives responsible for receiving and immediately dealing with any complaints in all Jacky's Electronics outlets in the UAE.

In April 2012, Jacky's Electronics - The Dubai Mall outlet received the Best Service Performance Outlet in the Electronics category under the Dubai Service Excellence Scheme (DSES) Award for delivering the best customer service in 2011.