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Emirates Post Group held a workshop to discuss the results of Customer Satisfaction Survey that was conducted earlier this year. The workshop was attended by Mr. Sultan Al Midfa, CEO of Postal Operations Affairs and managers and senior officials from the Group.
The workshop highlighted the expectations of customers and proper measurement of the key factors that affect customer satisfaction. The workshop also reviewed new perspectives that contribute to the development of services and achieving customer satisfaction and loyalty.
The workshop, which was organized by the Department of Research and Statistics, Strategy and Communication Sector, reviewed the methods used to measure public opinion on the quality of services offered by Emirates Post Group. The survey covered individual and corporate customers of Emirates Post Group and Empost.
Mr. Sultan Al Midfa said the survey is primarily aimed at exploring customer satisfaction as an important indicator ofperformance, measuring the level of satisfaction among the different segments of customers and to find out possibilities of developing the services.
He added that the Customer Satisfaction Survey covered all areas relevant to individual and corporate customers to achieve the highest levels of excellence and quality in public services and implement the Group’s vision of attaining leadership and creativity in the fields of postal, logistic and financial services.
After reviewing the results, the participants were divided into teams to discussvarious aspects of the survey and summarized the problems hindering the work and submitted suggestions on the best practices in the field of service delivery.
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