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MARKED IMPROVEMENTS IN CUSTOMER SATISFACTION RATINGS FROM APRIL 2022 TO DATE

In April 2022, the Business Excellence team introduced two metrics to measure customers’ perception of Nakheel – the Net Promoter Score (NPS) and the Customer Satisfaction Score (CSAT).


The primary focus areas were customer perceptions with Sales, Resale NOCs and the Handover experience. 

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Within less than a year of striving to deliver a more streamlined customer experience, there have been marked improvements in both ratings.

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Net Promoter Score (NPS) is a customer satisfaction benchmark that measures how likely customers are to recommend Nakheel to a friend or relative. 

 

  • April 2022: The NPS started off at a baseline value of 0

  • March 2023: The NPS reached +20


This is indicative of a positive trend in improvement of customer perceptions of Nakheel. 

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Customer Satisfaction Score (CSAT) is a tool used to quantify how happy customers are with the service they receive. 

 

  • April 2022: The CSAT started at 3.4 

  • March 2023: The CSAT reached 4.2


This increase of the score, with month-on-month progressions charted, is a positive sign regarding Nakheel’s ongoing improvements in customer service.  

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Qualtrics Process


Customers submit their feedback via surveys out of which keywords are identified. A Voice of Customer (VOC) ticket is created prompting the Business Unit to call the customer, listen to their concerns and close the loop on the outcome. This process allows the team to gather useful insights and create action plans for concern areas to resolve the issue and prevent it from happening again. 


Both systems identify areas of weakness as key drivers. These include: 

 

  • Clarity of information 

  • Purchase process

  • Sales experience 

  • Agent’s support 

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Through such rating systems, the Business Excellence team hopes to continue to ensure a pleasant experience for customers when interacting with Nakheel.

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