x Abu Dhabi, UAEWednesday 26 July 2017

Du reveals what the client thinks

Du has started disclosing customer-satisfaction figures amid greater competition with its rival, Etisalat, in a move it says will boost transparency.

Du has started disclosing customer-satisfaction figures amid greater competition with its rival, Etisalat, in a move it says will boost transparency.

The operator's "customer service report", which it says will be issued every quarter, contains statistics such as the speed at which du's customer service department answers calls.

Other measures include du's "mystery shopper" rating, the speed at which problems are addressed by call-centre staff, and the number of inquiries handled via social media sites.

Du said it received more than 3.6 million calls to its eight contact centres in the last quarter of last year.

In the first report, issued yesterday, du said that 85 per cent of calls to its customer help lines were answered within 20 seconds, and it claimed a customer satisfaction score of 90 per cent.

Farid Faraidooni, the chief commercial officer at du, said the company's customer-service department was outperforming industry standards. He added that "there's always room for improvement" in customer service.

Du's customer service reports are not independently audited, but Mr Faraidooni said the company would "not tamper with numbers".

bflanagan@thenational.ae

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