The Global Star Rating Program, introduced by His Highness Sheikh Mohammad Bin Rashid Al Maktoum, measures the performance of service centres in line with international best practice
Dubai, UAE – 19 December 2018: Emirates Post has recently achieved a significant milestone in the classification of its Customer Happiness Centres. From the forty-four (44) of its postal offices from across the nation that participated in the third round of the Global Star Rating Program 2017, 91% received a 4-star rating and four of the centres received a 3-star rating.
Speaking on the achievement, Abdulla Mohammad Al Ashram, Acting Group CEO of Emirates Post Group, said: “We are honoured to receive this recognition which highlights the efforts of our team to improve our service offering. I would like to take this opportunity to thank our staff for their hard work and dedication to providing best-in-class services each and every day. We put our customers at the core of our business with the single pursuit of delivering happiness through postal services within the UAE and beyond. Our aim moving forward is to attain an even higher star rating as we move into 2019.”
Launched by His Highness Sheikh Mohammad Bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai in 2011, the program aims to rise the efficiency of government services to global levels.
Emirates Post took thoughtful measures to create awareness about the rating program within their organisation and enhance the customer experience through applying new systems and operational mechanisms to increase customer happiness. The Group’s strategy follows the UAE’s aim to be the hub of government service for innovation, development, hospitality and reception offered with the highest degree of customer satisfaction.
The program enables organisations to identify their gaps through self-assessment and develop a plan for areas of improvement. The information is then documented and submitted to the Prime Minister’s Office (PMO) portal. The last stage includes site visits by PMO assessors on an agreed schedule, in addition to the happiness survey results conducted on all service channels such as call centres, branches and the website, before assigning certain number of stars to every organization.