RAK FTZ scores high in Client Satisfaction Survey
Ras Al Khaimah Free Trade Zone (RAK FTZ) released the results of its recently concluded Client Satisfaction Survey, conducted during the period between May and June 2009. The biannual report highlights RAK FTZ’s liberalised customer-centred approach in line with its vision to achieve global brand recognition as a premium investment agency, that provides customers with optimal business solutions for their needs.
The survey, conducted by RAK FTZ’s Client Relations Department in cooperation with the Quality Management System team, aimed to collect feedback from all types of RAK FTZ clients.
In order to get more accurate results, the survey was split into two specific surveys: Type A and Type B, which asked clients to rate a range of RAK FTZ services on a scale from 1 (poor) to 5 (excellent). Survey A was designed to measure newly licensed clients’ satisfaction with the company set-up and visa application processes; while Survey B was designed for clients, who had been operating in RAK FTZ for over one year. On both surveys, there was an opportunity for the respondents to suggest products and services they believe to be currently lacking.
The overall results were decidedly positive, with the average score on Survey A being 4.13 (very good) and top marks (4.59) credited to the efficiency and friendliness of the Client Relations staff in handling the visa procedures and the lowest score, of 3.43, given for the reasonability of additional charges like visa, IT and rental fees, (although this score still falls under the 'good' category). The results of Survey B revealed a similar pattern of customer satisfaction, with the highest score of 4.36 again going to the Client Relations Department staff for their service during the trade license renewal process and the lowest score of 3.32 being for the reasonability of IT charges.
Among the comments and suggestions, there were requests for proper and accurate information to be given on first inquiry, and faster response times. One satisfied client suggested that there should be more interaction between RAK FTZ management staff and clients on a personal basis, more social gatherings and business breakfasts, and a greater number of job opportunities and training programs for students.
When asked if they are likely to recommend RAK FTZ to others, a whopping 97 per cent of existing clients responded positively, while 83 per cent expressed their intention to expand their business within in the UAE.
The results of the Client Satisfaction Survey provide a positive outlook for the free zone and RAK FTZ CEO, Oussama El Omari, hailed the results as a confirmation of the hard work and dedication of all the free zone staff. Having introduced new services this year, he remarked, “The results of this survey will enable us to plan and implement the delivery of better products and services. They directly reflect the business needs of our clients, and we will do everything in our capacity to respond accordingly.”
The RAK FTZ Client Satisfaction Survey is conducted biannually, with the next one scheduled for the end of 2009. The number of respondents was 100 each for Survey A and B. The designations of respondents to Survey A were: 45 per cent investors, 25 per cent employees, 11 per cent business partners, 10 per cent general managers, and the rest had no indication of their positions. The respondents’ trade licenses were: 63 per cent commercial, 19 per cent consulting, and the rest were attributed to industrial and general trading firms.
