December 05, 2017 - Emirates Central Cooling Systems Corporation (Empower), the world's largest district cooling services provider, kicked off its Customer Satisfaction Survey (CSS) 2017-2018, the fourth edition of its efforts to measure the quality of its services and the happiness of its over 85,000 customers across Dubai. The company has been conducting customer surveys since 2008 to measure customers' level of satisfaction to further enhance its operations and contribute towards sustainable development.
The survey will cover the company's various customer segments including master developers, building owners, residential and commercial owners and tenants, hotels, hospitals and other health institutions, and educational institutions. The majority of Empower's customers are in Jumeirah Beach Residence, DIFC and DWTC districts, Discovery Gardens, Business Bay, Palm Jumeirah, Dubai Healthcare City, Mirdiff developments, Jumeirah Lake Towers, International Media Production Zone, Academic City, City of Arabia, Jumeirah Group properties, Dubai Design District, and TECOM developments.
The survey will evaluate customers' views and feedback on various aspects of the company's engagement with customers including billing, district cooling system performance, operations and maintenance services, among others. It will be conducted using various methods including online survey, face-to-face interviews, mystery shopping, computer-aided telephone interviews (CATI) and computer-aided personal interviews (CAPI) through various communication channels.
Ahmad Bin Shafar, CEO, Empower, said: “Empower remains committed to maintain Dubai's international reputation for high customer service standards and practices, which is why it is an essential part of our business to periodically conduct a customer satisfaction survey, which we have been doing for nearly 10 years now. Our customers form a huge part of our stakeholders and we can effectively track our performance through their cooperation and feedback on our services and how these have improved their lives and way of doing business. The CSS is a major exercise as well for Empower to connect with patrons and better understand their concerns on various matters with regards to our services. Although our main mission is to bring sustainable cooling solutions to them, we also want to make sure the way we deliver these services keeps them cool and makes them happy.”
The lessons learned from the CSS conducted by Empower in 2008, 2012 and 2015 have driven significant changes and improvements in the quality of the company's customer service standards. In 2015, the company's satisfaction index was marked at par with international utility companies and exceeded regional and country averages, following its community-centered strategies and objectives.
“We urge our customers to once again support our efforts to know their concerns and happiness level when it comes to our services as we aim to improve our Customer Relationship Management system. Our vision is one with the UAE's goal of making every aspect of the nation a leading example to the world as we move towards meeting the objectives of our wise leaders, as embodied in UAE Vision 2021,” concluded Bin Shafar.
Empower provides environmentally responsible district cooling services to large-scale real estate developments such as Jumeirah Group properties, Business Bay, Jumeirah Beach Residence, Dubai International Financial Centre, Palm Jumeirah, Jumeirah Lake Towers, Ibn Battuta Mall, Discovery Gardens, Dubai Healthcare City, Dubai World Trade Centre Residences, and Dubai Design District, among others.