Ras Al Khaimah Free Trade Zone (RAK FTZ) has released the positive results of its recently concluded 2009 Client Satisfaction Survey conducted from 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 where customers find the optimal business solutions for their needs.
The survey, which was conducted by RAK FTZ’s Client Relations Department in cooperation with the Quality Management System team, aimed to receive feedback from all types of RAK FTZ clients from flexi, executive offices in the RAK FTZ Business Park and Industrial and Technology Park to its Business Centre clients in Abu Dhabi and Dubai.
The survey was split into two specific surveys: Type A and Type B. Survey A was designed to focus on newly licensed clients after completion of the company set up at and attaining their residence visa. Survey B was designed for clients over one year of operation within RAK FTZ. On both surveys, there was an opportunity for the respondents to suggest for products and services which they think are currently lacking.
According to the scores on Survey A, the client satisfaction rating is very high, with an average overall score of 4.13, five being the highest. Top marks are credited to efficiency and friendliness of the Client Relations staff members during the visa procedures and the lowest score of 3.43 are given to additional charges such as visas, IT and rental charges, although the score still falls under the ‘good’ category. The results of Survey B reveal a similar pattern of customer satisfaction although the highest marks on friendliness are at an average of 4.36 and the lowest score belong to the IT at 3.32.
One of RAK FTZ’s primary missions is to help UAE companies internationalise through a global office network, hence, the results of the Client Satisfaction Survey provide a positive outlook for the free zone.
Some of the comments and suggestions range from giving proper information the first time to faster response time to queries. A satisfied client suggested that RAK FTZ administrators “Have more client interaction on a personal basis. Also more social gatherings, business breakfasts and job opportunities for students and training programs must be looked into.â€
On the question on whether the existing clients are more likely to recommend RAK FTZ to others, a whopping 97 per cent responded positively.
RAK FTZ CEO Oussama El Omari hails the results as a confirmation to their hard work and dedication. Having introduced new services this year, he says “The results of this survey will definitely guide our planning and implementation of how to better our products and services. These results directly reflect the business needs of our clients and we will do everything in our capacity to respond accordingly.â€
The RAK FTZ Client Satisfaction Survey is conducted biannually with the second one scheduled by the end of 2009. The number of respondents was 100 each for Survey A and B. Survey A respondents designations were distributed as: 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’ type of trade licenses were: 63 per cent Commercial, 19 per cent consulting, and the rest were attributed to Industrial and General trading.
Ras Al Khaimah Free Trade Zone (RAK FTZ) is a world-class business hub and a vehicle for industrial growth and development. The free trade zone, with its cutting-edge technology and keen customer focus, offers on-demand and custom-built support services to investors in a cost-effective and flexible environment. The free trade zone also offers a range of unique services, which include the legal, human resources and marketing assistance.
