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Lieutenant Colonel Nasser Khadem Al Ka’bi, Head of the Customer Service Department at the General Directorate of Strategy and Performance Development at the Ministry of Interior, highlighted how an unbiased mystery shopper measures and assesses the quality of services and levels of staff performances, improving customer satisfaction overall. He said, “The program involves unannounced visits to police stations and departments of the Ministry of Interior (MoI) and the Abu Dhabi Police General Headquarters (GHQ). These visits identify the strengths and opportunities for improvement according to the assessment methodologies. This is done in order to achieve a quantum leap in the quality and efficiency of services, and to exceed customer’s expectations.”
Lieutenant Colonel Al Ka’bi further explained that a mystery shopper is someone who writes down and records their observations on a form dedicated to assess overall management and service. “Throughout the different phases the mystery shopper passes through, he describes and records his personal experience regarding the transactions and will paint a true picture of reality. Throughout the process, the mystery shopper will indicate the main strengths and opportunities for improving the institution in accordance with international standards that measure the quality of service. These standards include the policies, performance of the staff members, and the suitability of the premises, processes and services,” he said.
Lieutenant Colonel Al Ka’bi indicated that since 2009, the MoI, through the Abu Dhabi Police GHQ, was the one of the first government entities to implement the Mystery Shopper Program to measure the quality of services. As of 2011, the program has since been applied in all sectors of the Ministry. “The program aims to measure performance through field visits and contact centers, and evaluates services on websites,” he said. Furthermore, he underlined that the program contributes to the improvement and development of functionality and service levels, spreads the concept of efficient quality service between staff and customers, and is used to promote the principles of impartiality and credibility of the evaluation. The evaluations are carried out according to international standards that meet the requirements of corporate performance development.
Lieutenant Colonel Al Ka’bi also noted that the Myster Shopper Program is not intended to nitpick, but to improve performance and develop services in an effort to increase customer satisfaction. “It is one of the measurement tools adopted by the MoI within its comprehensive development project, and has effectively been used in several projects to promote public confidence and increase customer satisfaction. One of these projects includes the Customer Service Charter, and the development of its organizational units to meet the requirements and needs of its customers, and to receive inquiries and feedback in regards to their service in accordance with a distinguished and established system,” he said.
Continuing, Lieutenant Colonel Al Ka’bi said that the mystery shopper is one of the strategic initiatives of the MoI to measure and improve the performance of employees and staff members of the country’s police sector. “It is characterized by a confidential assessment carried out through unannounced visits to various departments. This is done in a bid to detect and monitor staff efficiency, to improve performance and quality of work, and to motivate staff members to effortlessly provide the best services to customers- which will save time and effort,” said Al Ka’bi.
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