Complex Made Simple

Dubai Chamber ups its scales with enhanced customer service

Shorter waiting time leads to higher rate of customer satisfaction

In its pursuit of offering excellent customer services, the Dubai Chamber of Commerce and Industry has succeeded in clocking lesser transaction time and lower waiting period for members which contributed to enhanced customer experience and satisfaction.

In 2008, 53.85% customers waited for 15 minutes while in 2014 Dubai Chamber served 64.6% customers who waited for a little while to complete their transactions according to best international practices in customer service and transaction time.

Dubai Chamber succeeded in completing customer transactions in 6 minutes or less from 64.4% in 2008 to 74.5% by the end of 2014, while the percentage of customers who completed their transactions in 6 minutes rose to 75% during the first eight months of 2015. Also, 96% of customers took about 15 minutes to complete their transactions during the first eight months of this year.

H.E. Majid Saif Al Ghurair, Chairman, Dubai Chamber, stated that the Chamber’s achievements in offering faster customer service in a shorter span of time reflected on its commitment to apply the best international standards in customer satisfaction, adding that the Chamber adopted a series of measures including the use of smart applications, information technology, and innovative e-services which played a major role in speeding up the process of completing the transactions quickly for the customers.

He said: “The added-value services that Dubai Chamber offered to the customers helped it raise the customer satisfaction percentage from 88.7% in the 2009 cycle of the Dubai Government Excellence Program to 95.1% in its 2014 cycle as we continue our quest to offer the best global services to the business community in Dubai.”

H.E. Al Ghurair further stated that the Chamber’s excellence in customer service reflects in the growth of customers whose numbers increased from 124,000 in 2008 to 188,000 in 2010 and 271,000 in 2012, while their numbers during the year 2014 further increased to 315,000 as in the first eight months of this year the customer numbers reached 200,000.