DEWA secures 1st position globally for Customer Experience

DEWA secures 1st position globally for Customer Experience

State-owned Dubai Electricity and Water Authority (DEWA) has secured the first global position by scoring 100 percent in implementing the requirements of the International Customer Experience Standard (ICXS2019).

The specialized team from the British Standards Institute (BSI) officially revealed the achieved global result, emphasizing that DEWA maintains the category of ‘Internationally Distinguished Services’.

The auditing process included virtual visits and tours as well as the direct broadcast of the centers that were evaluated using the latest technologies and communication mechanisms. The evaluation process also considered the preventive measures implemented by DEWA for the safety of its employees and customers during the COVID-19 pandemic.

Saeed Mohammed Al Tayer

MD & CEO – DEWA “Achieving the first global position in implementing the requirements of the International Customer Experience Standard for the third consecutive year reflects our commitment to DEWA’s Customer Happiness Charter, launched in 2015, and keenness to promote continuous innovation-driven improvement. We seek to enhance our competitiveness and have developed work mechanisms for assessing customer happiness in a live, direct and continuous manner. This is within an integrated framework for continuous improvement that incorporates strong evaluation and follow-up mechanisms. All this has enabled DEWA to set new global benchmarks in customer and stakeholder happiness.”

Mr. Waleed