Majid Al Futtaim malls record high score in quality of customer service

UAE: Employees of Customer Service Desks at the Northern Emirates malls of Majid Al Futtaim—the leading shopping mall, retail and leisure pioneer across the Middle East and North Africa—achieved the high score of 85% in customer satisfaction when investigated by the third party company i learn, and additional internal evaluations. 

City Centres Ajman, Fujairah and Sharjah reached a particularly high score, when an exercise was conducted in late 2014 by representatives of i learn, a third party research mystery shopping company. As the experts visited the customer service desks across all Majid Al Futtaim shopping malls, they evaluated the quality and professionalism of the service as well as levels of accessibility, friendliness, timeliness and efficiency. 

Fuad Mansoor Sharaf, Senior Director of Property Management at Majid Al Futtaim – Properties said: “The whole team prides itself on providing helpful and friendly service to its customers and these results are a testament to the continuing efforts of our employees in striving for the very best. Courteous, efficient and consistent customer service is key for creating great moments for everyone, everyday, and the team is determined to outperform the market standard and maintain an optimal level of customer service.”

Contributing to the investigation of the third party mystery shopping company, an internal evaluation by Majid Al Futtaim also helped to monitor the quality of customer service provided to the visitors of the lifestyle destinations. Additionally, more than 3150 visitors participated in a survey evaluating all 20 customer service team members, based on direct interactions. Positive feedback was notable through the detailed customer survey comments, highlighting the service excellence and incomparable teamwork of Majid Al Futtaim’s customer service staff.

With all three measurement tools—the investigation of the third party mystery shopping company, Majid Al Futtaim’s internal evaluation, and the direct feedback from visitors’ surveys—customer service staff achieved the high score of 85% in customer satisfaction.

The Majid Al Futtaim Customer Service Team Recognition program aligns supervisory actions, accomplishments, and behaviours: incorporating values of passion and togetherness. The program seeks to recognize individuals for tangible accomplishments in providing a positive work climate, ensuring inclusion, and creating a culture of collaboration that supports career growth and professional development.

Base on the evaluations, a selected number of employees were merited for providing highly professional customer service experiences and were rewarded with ‘Star of the Month’ and ‘Star of the Year’ titles for their passionate work ethic. Over 100 hours of extensive training counted for the excellent customer service skills of the team, which was evident in the results for the Majid Al Futtaim malls.