20 Oct 2019

Dubai Asset Management Reports Increased Customer Satisfaction in H1 2019

Continuous capital investments, convenient maintenance and ongoing engagement lead to positive customer satisfaction.

Dubai Asset Management, the owner and manager of one of the city’s largest portfolios of rental residential communities and a vertical of Dubai Holding, has reported a significant increase in its customer satisfaction scores for the first half of 2019 compared to the last six months of 2018.

The survey conducted across its 10 communities, saw the participation of over 25 per cent of households and identified the key drivers of satisfaction as the convenience of community amenities, communication with management as well as maintenance and appearance. These regular surveys are in line with the company’s sustained efforts to gain a thorough understanding of its customers’ experiences in a bid to identify and address areas of improvement and ensure residents’ well-being.

With a corporate culture of continuous improvement, Dubai Asset Management implemented significant upgrades across its communities to further enhance amenities available and maintain a holistic living experience. Among the improvements completed this year were new outdoor gyms, BBQ areas, swimming pools, solar panel illuminated running tracks and upgrades of children’s play areas and entrance lobbies.

Since 2015, the company has instituted the ‘Voice of the Customer’ programme that is designed to gather real-time feedback, allowing for real-time action to enhance the customer experience and reduce customer effort across all touch points within the organisation.

Arif Mubarak, CEO of Dubai Asset Management, said: “At Dubai Asset Management, we are focused on constantly raising the bar on customer experience and business excellence. We utilise multiple communications touch points to understand our customer and the market, in order to better meet their needs and offer them a unique community living experience. It is our sincere endeavour to deliver seamless, secure and innovative customer-centric services, while offering people who live with us the convenience of renting and the feeling of home.

“With the customer firmly at the heart of our business,” added Mubarak, “we have created a culture of listening, learning and continuous improvement. For this, we have employed a number of measures including digital solutions, timely facility enhancements and upgrades as well as a vibrant calendar of community events.”

With a business that revolves around value for the customer, Dubai Asst Management is at the forefront of technology to simplify all customer interactions. Last year, it introduced a remote renewal offering and the DubaiAM Life app, where residents have expressed satisfaction with the ease these tools have provided to complete transactions such as making enquiries and raising service requests, with community members using these features reporting higher satisfaction levels.

In a bid to create a neighborhood experience and a strong feeling of home, Dubai Asset Management has developed a comprehensive calendar of community events that creates a social and interactive environment across communities. Some of the activities include pool parties, carnivals and family fun days. The first half of 2019 featured 50 community events, with the much anticipated second season ready to kickstart soon.

In 2019, as part of its commitment to creating an enriched community living experience for its residents, Dubai Asset Management also launched its #Neighbourgood initiative, a series of monthly activations that reward tenants through random acts of kindness, including giveaways and gifts. Taking place across its 10 communities, the initiative has been well received by residents who look forward to the memorable surprises.