Dubai Customs has received positive feedback in regards to community satisfaction. According to a new survey jointly conducted by the Strategy and Corporate Excellence Department and the Corporate Communication Department at DC in collaboration with an external expert company, the level of community satisfaction with Dubai Customs went up 9% to reach an average of 90% in 2014, compared to 81% scored in 2013.
The survey’s impressive results showed that 89% of the surveyed people are satisfied with Dubai Customs’ commitment to working as a responsible organization in the community, recording a significant increase from 82% in 2013. In respect to participation in community activities, the satisfaction rate climbed from 80% to 90% within a period of one year only.
Abdul Salam Kazim, Director of Strategy and Corporate Excellence, commented on these figures, saying: “The rationale behind carrying out this extensive survey, which was conducted over the phone with 1002 Dubai-based community individuals from all spectrums, was mainly to evaluate the community members’ level of contentment with Dubai Customs according to certain standards and factors, as well as to understand their needs and expectations, and find out what are the suggested corrective actions to improve on our performance in order to raise up community satisfaction. In fact, it is the most effective way of communication to reinforce our relationship with the public.”
“The positive feedback on the survey confirm the fact that Dubai Customs is on the right track to accomplishing further cooperation and collaboration with the local community. The move is in fulfilment of the vision and strategy of His Highness Sheikh Mohammad bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, which aims at creating happiness among clients and ensuring effective local community engagement, while meeting expectations of all customers around the clock,” said Khalil Saqer bin Gharib, Director of Corporate Communication.
He underlined that this survey clearly indicates the community’s satisfaction with DC’s efforts in facilitating legitimate trade globally, as well as with the efficient measures it adopts in performing its strategic mission of ensuring the health, security and safety of all community members, deterring any attempts at importing illicit or counterfeit items and protecting Intellectual Property Rights.
Saqer further pointed out that, as per the survey, satisfaction with Dubai Customs in terms of availability and distribution of data and information relevant to community reached 89% in 2014 compared to 81% in 2013. Another important indicator concerning ‘equality in treatment and services provided to the community’ revealed an average satisfaction level of 88% against 82% one year ago.
Shamsa Al Raisi, Manager of Strategy Section at the Strategy and Corporate Excellence Department, had this to say: “Dubai Customs scored a positive result of 90% community satisfaction over ‘Reducing negative impacts of crises, emergency cases and catastrophe’ index, against the 84% amounted in 2013. In regard to ‘Contribution in providing education and training for community segments, training students and fresh graduate’ index, 89% of the surveyed pool expressed their satisfaction in 2014, with a notable improvement over the 78% scored in 2013. Community satisfaction of Dubai Customs’ participation in voluntary and community humanitarian efforts went up from 80% in 2013 to 91% in 2014. Finally, DC’s ‘Active participation in preserving the national identity of the United Arab Emirates’ index signs a 10% increase in satisfaction to 92% in 2014.”
The demographic distribution of the survey respondents included all segments and areas of Dubai, per the statistical reports released by Dubai Statistics Center. Males formed 75% of the surveyed, while females were 25%.