The Dubai Economy, represented by the Commercial Control and Consumer Protection Sector, announced the preliminary results of assessing consumer-friendly standards, the first of its kind in the region, which were launched during the past year, and then the recent completion of their development, targeting private sector companies as an integrated system for developing experience The customers and the services provided to them, and focus on them in the strategic plans for merchants and mechanisms for communicating with consumers, and their effectiveness in dealing with consumer complaints, and developing their services to provide a better consumer experience.
The participants in the first edition to assess consumer-friendly standards were distributed according to sectors as follows: the retail sector 50%, the electronics sector 15%, 10% each of the auto and car rental sectors, and 5% each of the restaurants, fitness and e-commerce sectors.
The results achieved in each of the four basic criteria, namely strategy, communication, customer care and development, showed a variation in performance, as the strategy criterion achieved 50.5%, which shows the extent to which companies need, during the next three years, to focus on strategy and what is related to it. By setting customer management policies and strengthening pricing strategy.
In turn, the communication standard achieved 88.11%, which indicates companies’ focus on marketing practices, pre- and after-sales experience, consumer impressions, and their role in gaining their trust and loyalty.
With regard to the customer care standard, it achieved a rate of 75.65%, and this indicates that there are more opportunities, through which companies can continue to develop and improve the effectiveness of resolving complaints, adherence to laws and regulations, and ensure quality.
Finally, the development criterion has achieved 64.27%, which shows the need for companies in the coming years to focus also on developing customer service employees, in addition to developing the service itself.
The preliminary results revealed by the Commercial Supervision and Consumer Protection Sector indicate that the total achieved by companies in evaluating consumer-friendly standards, in general, reached 75.8%, so that the rate of the achieved result in the issue of sustainability reached 79.77%, while the rate in the issue of competitiveness reached 72.55%. These results indicate that there is an opportunity to improve and enhance consumer-friendly practices on both topics.
Mohammed Ali Rashid Lootah, Executive Director of the Commercial Control and Consumer Protection Sector at Dubai Economy, said: “Dubai Economy aims, through consumer-friendly standards, to increase the sustainability of companies and competitiveness in the market, in order to create a healthy and friendly environment for consumers. Standards development after a comprehensive study of the market from the data of the past five years regarding consumer behavior. The preliminary results achieved by the participating companies and sectors indicate that there are opportunities to develop performance, specifically in strategy, customer experience, and others.
Lootah added: “Companies can benefit greatly by participating in the evaluation, because of their developmental advantages in many aspects, in addition to their important role in promoting investments based on the good reputation that companies can obtain through the approved certificate and the detailed report that includes The market, the sector and the company itself, in addition to an approved sticker used in stores and other appropriate areas This would enhance the company’s keeping up with best practices and raise the level of customer loyalty, which is reflected in the profits achieved, in addition to making use of case studies from standards and analytical reports Innovative. ”
Walid Fakih, General Manager at McDonald’s UAE, said: “We are consistently proud that improving the customer experience lies at the core of every aspect of our business. Consumer-friendly standards practices have enabled us to benchmark our performance in this area against industry best practices to ensure that we achieve The highest levels of customer satisfaction, and participation in the evaluation is a clear indication of our commitment to our customers, which is very important to us. ”
As a Huawei spokesperson, Keith Lee, Director of Huawei Consumer Business Group in the UAE, said: “Huawei Consumer Business Group is pleased to announce that the company has obtained the Consumer Friendly Standards Certificate from the Department of Economic Development. This step is an excellent initiative in which Huawei is proud to participate not only. Because it supports companies, but also ensures consumers enjoy high-quality services. Huawei has always focused its efforts on the consumer, and thus has assigned priority to meeting the needs of its customers, and we are honored to obtain this certificate from the Department of Economic Development that confirms our efforts in this field. ”
Keith Lee added, “For a whole year, Huawei has cooperated closely with the Department of Economic Development on this project, which seeks to develop consumer experience and set strict standards to upgrade this experience throughout the consumer journey. Huawei has a total of 88.17%, recording 39.67%. Out of a total of 45% in terms of sustainability and 48.50% of 55% in the field of competitiveness, the Consumer Friendly Standards Certificate is part of an integrated system that focuses on implementing customer services to make companies more efficient and effective in dealing with customer complaints and developing their services to provide them with a better experience. Huawei achieved many benefits from the experience of participating in this evaluation, which strengthened our focus on providing the best possible experience for our customers. ”
Kiran Kumar Tiwari, Head of Customer Service for Samsung Gulf Electronics said: “Our strategies that focus on enhancing the sustainability of our business and improving our competitiveness are major pillars for us at Samsung. The company has managed to achieve many successes in this field, which contributed to our recent achievement The “consumer-friendly standards” certificate from the Dubai Department of Economic Development, which defined a set of new standards that guarantee the rights of consumers within an integrated system of standards.On the level of our internal operations, the advantages and benefits of our approach to our dealings with consumers include providing a higher level of quality and efficiency. With regard to the services provided to users through the areas of communication, development and customer service.From a societal point of view, this trend confirms our commitment to always ensure the rights of consumers in the United Arab Emirates, and to conduct business in line with the laws, regulations and regulations in the UAE, as well as to follow the best Practices in this area. ”
“It is a great honor for us to be honored and celebrated by the Department of Economic Development as a“ consumer friendly company. ”We are very proud that all of our participating brands – Tommy Hilfiger, Beverly Hills Polo Club, Dion London and Charles, said. & Keith, Aldo, Naturals, R & B, Skechers and Athlats Co – have passed the evaluation criteria. We at Apparel Group always strive to achieve the highest level of customer satisfaction and give them an exceptional experience. The extensive evaluation of standards by the Department of Economic Development has allowed us the opportunity to self-assess our current standards It also gave us the opportunity to delve into and continuously improve customer-related activities and processes. Participation in this evaluation process also gave us the opportunity to present our best practices for the Department of Economic Development. It was a great internal performance benchmarking assessment, as different brands within the group got the opportunity to participate. Finally, we thank the Department of Economic Development for its constructive, pragmatic approach and our continuous guidance through this approach.
As Hisham Azraqa from Noon said, “The cornerstone for us are our customers, and we are constantly working on developing the customer experience and providing a high standard of service. We are also proud at Noon that we have passed the“ consumer-friendly standards ”set by Dubai Economy. This event is proof. On the steps we take to provide an integrated service to Noon customers and raise the level of the shopping experience in the UAE. We will continue and strive to provide the best shopping methods because we believe all our customers deserve the best from merchants and consumers!
Dubai Economy indicates that adopting consumer-friendly standards is now an open service for any company at any time during the year for free.
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