UAE-based Empower, a leading district cooling services provider, scored 84.4 per cent in overall customer satisfaction performance based on a recent 2015-2016 survey.

Conducted by the global information and measurement company, Nielsen, Empower’s latest customer satisfaction survey targeted samples of its 55,000 customers including master developers, end-users, and building owners.

“Our customer service principles are aligned with Dubai Plan 2021 perspectives. Our efforts aim at the six key themes of  Dubai Plan, including - City of Happiness, Creative and Empowered People, An Inclusive an Cohesive Society, The Preferred Place to Live, Work and Visit; A Smart and Sustainable City, A Pivotal Hub in the Global Economy, and a Pioneering and Excellent Government. The scores we achieved in 2015-2016 reflect our drive in this regard,” said Ahmad Bin Shafar, CEO of Empower.

“We are committed to provide continuous uninterrupted services based on highest international standards, in order to achieve customer satisfaction, and provide high-quality living experience which enhances Dubai’s position as the preferred place to live, work and visit.”

The survey gauged customer perceptions on Empower’s customer service (CS) process; communication channels, effectiveness, satisfaction and priorities; operations and maintenance service; corporate social responsibility (CSR); events; complaints handling; overall quality of customer service; staff effectiveness and training requirements; billing and payments; environmental sustainability awareness; and quality of products and services.

“These impressive results according to a global third-party company as reputable as Nielsen demonstrates our continuous drive towards reaching customer service excellence,” said Bin Shafar.

Nielsen undertook mystery surveys at all customer service centres of Empower as well as its call centre to conduct this survey.

“This survey aims to track the satisfaction level of our customers as part of Empower’s continuous attempt to enhance its customer-centric service approach and improve its customer experience as well as prioritising areas of improvement,” said Bin Shafar.

“Empower works within the framework of Dubai Plan 2021 to help in establishing a pioneering and excellent entity. The company deploys an excellence culture among its all business units to enhance the efficiency and raise the level of services it provides to bring happiness to its customers and employees alike,” concluded Bin Shafar. – TradeArabia News Service