Usman Ghani (January 9, 2014)
It is essential to keep in view the opinions of the customer and how he or she would like to receive the service, thereby broadening the horizons of the company and beating all competition to come out at the top.
Most international companies always keep the customer feedback in the loop whenever they are trying to improve or change a service in order to match customer expectations.
Recently in UAE, the Bus Department of the Public Transport Agency of the Roads and Transport Authority (RTA), announced the revamping of the Abu Hail Bus Station at Hor Al Anz, which is at the Ground Floor of Abu Hail Metro Station.
The management organized a field survey getting direct feedback and information for the analysis of the customer journey and the customer satisfaction levels in order to understand the needs of the passengers and what they were looking for. Knowing this information in advance is key to companies who want to excel in providing superior customer service as well as a comfortable customer experience.
The plan of improvising the bus station is part of a larger project focusing on the betterment and developing of 16 bus stations inside Dubai.
“The plan was kicked off by a conducting a field survey, getting direct feedbacks, and engaging in an analysis of customer’s satisfaction rating to assess passenger needs, particularly at Abu Hail Station which is quite popular among bus riders.
“This has prompted us to prioritize the station in our development works, which are now set for completion in March 2014,” said Mohammed Al Ali, Director of Bus.
The Public Transport agency went through the effort of evaluating the data, using it to understand where the problem lied and what needed to be done to fix it. This is one of the most effective tools when it comes to customer experience – to actually evaluate and put the collected data into action.
“We have analyzed the complaints received from Customers Service Dep’t via the toll-free number 8009090 in order to identify the requirements of customers visiting Abu Hail Station,” said Mansour Al Jasmi, Head of Bus Stations Improvement Team, Bus Dep’t, Public Transport Agency.
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