The Qatar General Electricity & Water Corporation (Kahramaa) has launched a comprehensive customer satisfaction survey for 2023 to gauge the quality of services provided by the corporation across Qatar.The corporation will conduct the survey over an extended period, from June until October 2023.According to an official Kahramaa press statement, this initiative is in line with the corporation's unwavering commitment to place customers at the heart of its decision-making process, aiming to achieve and maintain the highest service standards.The statement emphasised the importance of this annual, broad-based survey, stressing that it allows Kahramaa to stay abreast of the prevalent customer sentiments and to seek valuable feedback, in order to enable its relentless pursuit to enhance and improve the customer experience."Moreover, it serves as an informative tool enabling Kahramaa's staff to measure customers’ confidence in the services provided and ensure an efficient and streamlined workflow. This essential customer engagement also helps in identifying any potential areas for improvement and in elevating customer experiences to global satisfaction standards," it noted.In designing and disseminating the survey, Kahramaa has collaborated with Nielsen Consultancy, which is authorised to conduct the survey on behalf of the corporation. "The survey shall cut across all its customer segments, including residential, commercial, corporate & bulk/industrial customers. Further, the assessment also seeks to garner insights from licensed electrical consultants and contractors, who represent customers in the building permit and service connection processes, in order to gain further insight into Kahramaa’s efficiency in these critical areas,” it added.Yousef al-Jaidah, manager of the Planning and Quality Department, underscored the significance of the customer satisfaction survey as a cornerstone in guiding the corporation’s strategies and projects. He reaffirmed Kahramaa's commitment to continuously improving its services, thereby providing a seamless, top-quality experience for all customers in line with Qatar's dynamic development and regional/global leadership in public services."Throughout the creation of this survey, we strived to establish a robust assessment system capable of measuring satisfaction levels in relation to all key services offered by Kahramaa. These include our customer service centres, call centre, online platforms, mobile app and other means of service delivery. Our aim is to acquire a holistic understanding of our success in meeting customer expectations and delivering services of the highest standard,” he explained.As one of the leading government service entities in the region and globally, Kahramaa’s distinctive corporate management model represents a benchmark for effective governance mechanisms in Qatar's governmental sector. By implementing a customer-first strategy across its Customer Management portfolio, the corporation aims to elevate its service levels to meet international standards, in line with the remarkable economic, social and urban development in Qatar.
June 18, 2023 | 10:39 PM