To fully achieve the authority’s goal of giving satisfaction and happiness to its customers, Sharjah Electricity & Water Authority (SEWA) has installed a newly Customer Feedback System on its 13 branches – provided by the RSI Concepts. This has been another highlight for the authority as it showcased timely and advanced technology they could offer to elevate customer experience at a maximum level. The effort and determination of Sharjah Water & Electricity Authority to connect effectively on the users/customers becomes highly visible.
Features & Benefits of Customer Feedback System:
The Customer Feedback System is designed for convenient use. It is placed in different strategic locations where people can easily input their feedback. Convenient as it suggest, because customers can give feedback while waiting on their queue or even be accessed by a customer passing by. There is no need to use a keyboard or mouse because of the touch screen feature of Kiosk. It will require a little time and soft taps and you are done. Also, submitting customer feedback can be been made simpler through a mobile app still connected on the feedback system of customers. Whether the customers are satisfied on the services rendered on them, it ensures that all feedback, recommendations and suggestions received by the authority are accurate and reliable – as well as from the customers themselves. It is also less distracting because people could focus and think properly on what they should type because nobody is waiting and watching them. Through this modernize system, productivity becomes higher in a way that they can easily identify problems such as the things they should improve and things needed to be changed thus, giving faster solution for better service. It will also help SEWA to monitor the internal process on the actual scenario as the customers could give honest reviews and observation. Furthermore, it gives less hassle for the company and the customer because it is easy to implement and use.
Customer feedback is one of the factors that affect a specific company because that is where the management could obtain the perception and thoughts of the people. Through the installation of this Feedback system from customers, SEWA can easily fulfill their promise on becoming timely and responsive, accurate and consistent, accessible and convenient, friendly and courteous, and socially-engaged. That is how determined they are in giving smiles on the faces of their customers. Moreover, its result will not only cater customer satisfaction but also the development and growth of the authority in the long term. Knowing what the customer thinks and giving what the customer needs will create a loyal and lasting customer relationship.
Happiness Indicator and Customer Feedback System:
UAE Government has launched a number of programs to bring the country in the top 5 happiest countries in the world by 2021. SEWA has contributed to the cause by launching happiness indicator for customers through customer feedback system in 13 of their branches initially, an initiative launched in Dubai and other emirates by the government of UAE.