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Benchmarking tools for customers feedback

Sunday, May 03, 2015

The Ministry of Labor have a set of tools to identify the needs of stakeholders, which contains of two key aspects, the first: The multi-official channels which operate permanently and continuously (through the application of several approved methodologies in the ministry) such as; complaints service (Hokomati System), brainstorming with elected bodies and customers,  and partners of the ministry, The open meeting with the customers, the live programs on the radio, suggestions, and the reports of the Telecommunications Regulatory Authority. The second aspect of the tool is implemented annually which is the customer satisfaction questionnaires and the mystery shopper.

The Ministry is exploring the needs of customers periodically to determine the communication channels they want, as well as the development and the opening of the new channels of communication based on the results of customer satisfaction questionnaires. The evaluation of  the channels effectiveness done through analyzing the survey results, which are distributed to customers annually to implement the customer satisfaction methodology, the results showed the proportion of workers' satisfaction in providing various channels 79% in 2011 and 75% in 2012 and 77.6% in 2013, where The opening of the first channel contact center 800MOL in 2007, and Tas-heel System in 2008, the Opening of Tas-heel centers to facilitate in 2009 and 2010 and the development of the official website, 2011, the opening pages on social networking sites in 2012, and finally to provide smart services through mobile phone in 2013, with 84% users' satisfaction to services provided via smartphone in 2014

The ministry's commitment to choose and implement the customer satisfaction questionnaires and the mystery shopper as a key tool to obtain and understand the views of customers and their satisfaction or needs for the services that are offered; that comes in response to the federal directions; specifically from the PMO, which has conducted comparative studies internationally based on the global ranking of competitiveness indicators and to identify the best practices and experiences in the field of customers poll and tools used in this context, which concluded as international practice adopted by all the developed countries and leading institutions on the other hand it is reliable globally and provide an accurate and transparent results which reflect the true opinions of customers. Ensuring the right questions that measure the main objective of the studies, and implementing a scientific analysis should give the accurate and impartial results.

Absher Tasheel