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Empower launches third edition of Satisfaction Survey

The survey will gauge customer perceptions on many parameters including billing, district cooling system performance, operations & maintenance.

Empower, the region’s largest district cooling services provider, has kicked off its Customer Satisfaction Survey this week. Now in its third edition, the survey targets Empower’s 50,000 customers which include building owners, end-users, commercial and residential users, hotels, health and educational institutions across Dubai.

“The UAE leadership has earmarked quality of life as a central theme for the national agenda, signalling that the happiness of the nation’s citizens and residents is at the heart of Vision 2021,” said H.E. Ahmad Bin Shafar, Chief Executive Officer, Empower.

“Developing government services that are customer- centric with rigorous quality control will be crucial in realising this goal. For a company that provides public services,public engagement is at the core of our Customer Satisfaction Survey and we hope to measure the quality of our facilities across several components.”

The survey will gauge customer perceptions on many parameters including billing, district cooling system performance, operations & maintenance and complaint handling through detailed face-to-face interviews, telephone interviews and online surveys over a three-month period. The survey will also cover Empower’s four customer service centresin Dubai, and the centralized call centre.

Empower has previously conducted customer surveys in 2008 and 2012. This will be the first satisfaction surveysince the company’s acquisition of Palm District Cooling, resulting in significant increase in customers over the last assessment period.

“Over the last couple of years, we have not only grown in capacity, reach and size, but also in number of customers. Communication with these new clients is very important to us, as feedback is crucial for the enhanced delivery of our operations and services” continued Bin Shafar.

Between 2008 and 2012, the satisfaction index of Empower’s services improved by 5 per cent, as per feedback. The global benchmark for customer satisfaction in district cooling services sits with providers in the United States, and is estimated at just over 80 per cent.

“Since our capacity has grown to being the region’s largest district cooling services provider by capacity, so must the quality of our services,” said Bin Shafar.

“We are now competing with players on the global scale, and this survey will be a key component in measuring perceptions. We welcome feedback from our customers as this will benefit them in the long run by improving the quality of the services that are provided for them.”

Today Empower operates 1 million Refrigeration Tonne (RT) capacity including iconic real estate developments in Dubai like Jumeirah Group, Business Bay, Jumeirah Beach Residence, Dubai International Financial Centre, Dubai Healthcare City, Jumeirah Lake Towers, Palm Jumeirah, Discovery Gardens, Dubai Design District, IMPZ among others.