DAFZA implements ‘Happiness Meter' to evaluate customer satisfaction

UAE – April 9, 2015 – In line with the directives of His Highness Sheikh Mohammed Bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, the Dubai Airport Freezone Authority (DAFZA) has begun the implementation of the ‘Happiness Meter,’ in cooperation with Dubai Smart Government. The initiative aims to measure the satisfaction and happiness of the public on different government services rendered to them.

The ‘Happiness Meter’ represents a turnaround in the transformation process of DAFZA to a ‘Smart City’ as it provides a comprehensive electronic platform that ensures the live measurement of customer satisfaction. This is achieved by following up on their needs and ensuring constant communication in order to improve the quality of services provided to meet their expectations. The ‘Happiness Meter’ system will be implemented in three phases—the first and second phase will see the incorporation of the ‘Happiness Meter’ into DAFZA’s website and call centres, which will allow customers to determine the level of their happiness towards the services provided to them once completed. The third phase includes the integration of the ‘Happiness Meter’ into DAFZA’s application for mobile phones and smart devices.

According to DAFZA, the ‘Happiness Meter’ includes a questionnaire aimed at evaluating the quality of services provided through DAFZA website and customer service centre while also monitoring the performance of employees and the efficiency of the freezone's communication channels. The questionnaires will be collected on a daily basis to be evaluated and classified according to standard criteria for determining the levels of customer happiness and providing comprehensive solutions for developing and promoting services in line with the needs and requirements of customers.

Buthaina Bin Fahad, Senior Director of Information and Communication Technology, DAFZA said, “The implementation of the ‘Happiness Meter’ is part of DAFZA’s commitment towards working on developing the customer service culture. Providing high-quality services to customers and raising the level of their satisfaction are top priorities for DAFZA, which is keen on promoting the portfolio of services to the highest international standards and best practices. The ‘Happiness Meter’ is an ideal tool that proves we are on the right path towards achieving our strategic objectives for growth and facing potential challenges proactively in our continuing efforts to transform into a ‘Smart City.”

Bin Fahad added: “The program emphasizes on the emirate’s need to be proactive in launching similar initiatives that are aimed at reinforcing Dubai’s leading position on the world map. As a strategic partner of ‘Dubai Smart Government,’ we are fully committed to providing integrated services to support transforming Dubai into a smart city, which falls in line with the vision of H.H. Sheikh Mohammed Bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai.”

DAFZA has launched several smart services initiatives and projects over the last period, including the implementation of a free wireless network in the free zone—positioning itself as one of the first free zones in the world to provide customers and employees with a free Wi-Fi service. DAFZA has also released a smart application that allows users and employees to access over 300 services easily and directly. In addition, the free zone has also launched ‘DAFZA Eye’ application, which allows customers to submit instant reports about any issues, concerns or complaints that need to be investigated and worked on within the freezone. DAFZA has also revealed its plans to start on other smart projects focusing on key concerns like saving energy consumption, controlling security gates, managing traffic and parking in the free zone, providing smart signage and billboards and other value-added projects.