February 20th, 2015
Empower, the world’s largest district cooling services provider, will kick off its Customer Satisfaction Survey this week. Now in its third edition, the survey targets Empower’s 50,000 customers which include building owners, end-users, commercial and residential users, hotels, health and educational institutions across Dubai.
“The UAE leadership has earmarked quality of life as a central theme for the national agenda, signalling that the happiness of the nation’s citizens and residents is at the heart of Vision 2021,” said H.E. Ahmad Bin Shafar, Chief Executive Officer, Empower. “Developing government services that are customer- centric with rigorous quality control will be crucial in realising this goal. For a company that provides public services, engagement is at the core of Empower’s third Customer Satisfaction Survey that will measure the quality of our facilities across several components.”
The survey will gauge customer perceptions on Empower’s billing, district cooling system performance, operations & maintenance and complaint handling through detailed face-to-face interviews, telephone interviews and online surveys over a three month period.
Empower has previously conducted customer surveys in 2008 and 2012. This year’s survey marks the first time this activity has been conducted since the company’s acquisition of Palm District Cooling, resulting in a five- fold increase in customers over the last assessment period.
“Over the last couple of years, we have not only grown in capacity, reach and size, but also in customers,” continued Bin Shafar.
“Communication with these new clients is very important to us, as feedback is crucial for the delivery of our operations and services. In our last assessment period, for example, we found that online billing and engagement with customers in the Jumeirah Beach Residence (JBR) area was lacking—two conclusions that came about because of customer feedback. Since then, we have introduced an online billing system with Emirates NBD, as well as opened a customer service center in JBR.”
Between 2008 and 2012, customer satisfaction for Empower’s services improved by 5 per cent, to be on par with local and regional utilities providers, as per consumer feedback. The global benchmark for district cooling sits with providers in the United States, and is estimated at just over 80 per cent.
“Since our capacity has grown to being amongst the world’s largest district cooling services providers, so must the quality of our services,” said Bin Shafar. “We are now competing with players on the global scale, and this survey will be a key component in measuring perceptions. We welcome feedback from our customers as this will benefit them in the long run by improving the quality of the services that government entities like us provide them.”