Media ININ Economy We Trust
05-02-2019 Media in\ Dubai
The Department of Economic Development in Dubai – represented by the Commercial Control and Consumer Protection Sector – “Consumer Friendly Standards” launched the integrated system aimed at developing the mechanism of dealing between the consumer and the merchant in Dubai.
These standards are applied for the first time at the regional level in order to enhance customer experience in terms of the services provided to them by the owners of commercial establishments in the Emirate.
This launch demonstrates Dubai’s economic objectives and aims to raise the profile of its business and competitiveness in the Emirate of Dubai.
The scope of participation will be open to all companies operating in the private sector and will be able to apply to participate in the standards electronically in line with the Government of Dubai’s intention to reduce paperwork. The mechanism of submission and how to obtain the results of the standards will be announced during the first quarter of 2019.
The criteria include four main axes through which to measure the degree of friendship of the commercial establishments to the consumer. These themes are strategy, communication, customer care and development.
The focus of the strategy focuses on the business’s business plans in managing customers, customer loyalty, pricing strategy and financing as well as the values on which to base the transaction and service.
The communication axis measures the volume of marketing practices for products and services, the customer experience before and after sales, the overall impression of the customers and the extent of the business’s presence on the channels of communication. This axis represents 30% of the business’s valuation.
The focus of customer care is to measure the effectiveness of complaints resolution, compliance with laws, regulations and quality assurance, and this is 30% of the overall assessment rate.
The development focus includes the role of the commercial establishment in developing customer service personnel, activating services and efforts in research and development, and providing outstanding service, representing 20% of the overall assessment.
Mohammed Ali Rashid Lootah, Executive Director, Commercial Control and Consumer Protection, said: “We are pleased to launch consumer-friendly standards that are the first of its kind in the region to assess business establishments in Dubai. The emirate is home to its business, enhancing customer experience and providing tangible value for Dubai shopping.
