Aluminium giant achieves new ISO 10002:2014 Customer Satisfaction standard
United Arab Emirates: As revealed in a recent global survey, customer experience will overtake price and product as the key brand differentiator by 2020. Accordingly, leading businesses are increasingly focusing their efforts on turning customers into loyal brand advocates through exceptional levels of customer satisfaction.
It’s an approach well-known to Emirates Global Aluminium (“EGA”), where a profound commitment to customer satisfaction has been demonstrated over the years, with examples including the development of an efficient customer complaint management system. As evidence, EGA operating subsidiary Emirates Aluminium (“EMAL”, also known as EGA Al Taweelah) was awarded the ISO 10002:2004 Certificate, the international benchmark for Complaints Handling, in December 2013.
Furthermore, this global survey adds that 82 per cent of customers consider quick resolution of their issues to be the number one factor contributing to a great customer service experience. Accordingly, during 2015, EGA revised its centralised customer complaint management system to meet the critical factors cited by its loyal customers. On 5 November 2015, the revised EGA customer complaint management system was successful audited and certified to ISO 10002:2014 – an upgraded version of the 2004 version, certifying the customer complaint management systems of the organisation to the ISO standard.
The success of the certification audit is attributed to the extensive support received from EGA’s top management together with the sincere efforts of the Quality Assurance, Legal, Marketing & Sales, Casthouse, Logistics, Power & Desalination departments. The certificate was issued by TUV Rheinland, an internationally renowned third-party certification body.
Commenting on EGA’s ISO 10002:2014 certification, Abdulla Kalban (Managing Director & Chief Executive Officer) said “Customer satisfaction is extremely important to EGA and its subsidiaries. This achievement testifies to our corporate commitment to delivering nothing less than the best in terms of quality and service.”
Abdulmunim Bin Brek (Senior Vice President, Shared Technical Services) handed-over the ISO 10002:2014 Certificate to Abdulla Kalban (Managing Director & Chief Executive Officer) in the presence of Saeed Fadhel Al Mazrooei (CEO, UAE Operations), Senior Vice Presidents, Senior Managers, and core members of the departments responsible for securing the standard.