Department of Economy and Tourism recognises Al Ansari Exchange as ‘Consumer-Friendly Company'

Recognition came as a result of Al Ansari Exchange’s robust customer management strategy and exceptional customer satisfaction ratings

December 15, 2022: Al Ansari Exchange, the UAE-based foreign exchange and worldwide money transfer company, was recognised as a ‘Consumer-Friendly Company’ by the Government of Dubai’s Department of Economy and Tourism (DET). The company was certified in the region's first-of-its-kind evaluation of Consumer-Friendly Standards which was conducted by experts from the DET's Consumer Protection Department.

Al Ansari Exchange achieved a perfect 100% score in two categories, namely the ‘pre-sales experience’ and ‘commitment to laws and regulations’. The certification acknowledged Al Ansari Exchange’s robust customer management strategy which places a high priority on customer excellence. As part of its strategy, the company defines customer-focused objectives, which are measured through Key Performance Indicators (KPIs) such as customer satisfaction levels, new customer acquisition rates, customer retention rates, call centre performance and complaint resolution effectiveness, among other factors.

Additionally, Al Ansari Exchange consistently received over 98% customer satisfaction ratings based on feedback received from more than 3 million customers, which further reinforces its customer-centric approach. Al Ansari Exchange mobile app also ranks among the best in its category with a Google Play and Apple Store rating of 4.8 out of 5. The certification underlined Al Ansari Exchange's well-defined customer communication and engagement policies that ensure a seamless customer journey and experience, including pre-sale, transaction and after-sale services.

Ali Al Najjar, COO of Al Ansari Exchange, said: “We place a strong emphasis on maximising customer satisfaction as it is a guiding principle in all our operations. By offering exceptional and value-added experiences for our broad network of clients, we aim to meet our customers’ needs effectively and provide them with a seamless experience. Nearly 70% of our team members are employed in front-line customer service roles and numerous training initiatives are organised for them to uphold the highest standards of customer service. We are truly elated to be recognised by the Department of Economy and Tourism as a ‘Consumer-Friendly Company,’ and we will work on continuously enhancing and diversifying our offerings as we move forward.”

Al Ansari Exchange operates under the licence of the Central Bank of the UAE and is committed to observing the local and global regulations and best practices, such as Office of Foreign Assets Control (OFAC), Financial Action Task Force (FATF) amongst other relevant bodies. The company’s latest recognition as a ‘Consumer-Friendly Company’ is the result of its focus on quality assurance and continuous efforts to ensure outstanding customer service.
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