Stakeholder satisfaction measurement by the Tourism authority
Business Practice- Customer Satisfaction / Voice of Customer / Stakeholder Satisfaction
The Tourism Authority was established in 1996 with the objective of promoting commercial and tourism activities in the one of the key emirate through various events and activities, and promoting the emirate at local, regional and international levels. Working in coordination with other government departments and private sector entities, the Tourism Authority carries out all activities necessary for promoting the emirate’s tourism industry and achieving its goals. The Authority also uses all available means to raise public awareness of the unique features Sharjah offers as a preferred tourist destination.
The Commerce & Tourism Authority conducts customer satisfaction survey to enhance their business operations and services. The survey measures the satisfaction with all their touchpoints along their customer’s journey. The research covers all department’s stakeholders and all tourism establishments in the emirates.
Strong customer relationships, committed employees, successful relationships with suppliers, community and other stakeholders define the winners in today’s global economy. 4SiGHT successfully partners with SCTDA to achieve this ambition.
The satisfaction survey covers all important stakeholders to give a holistic 360 degree perspective – following independent surveys are conducted:
- Customer satisfaction survey
- Employee satisfaction survey
- Intra-department survey
- Community survey
The surveys are conducted using a mixed methodology – online self-completion, Computer Assisted Personal Interviews and Telephonic Interviews. The research is being conducted annually since 2018.
The research helped build within the client organization a culture centered around customer centricity – a focus built through enhancing employee happiness, build a seamless engagement across departments, working smoothly and efficiently allowing them to be client focus – helping their customers and stakeholders have a satisfactory engagement and experience with them.
The satisfaction outcomes are monitored closely by the stakeholders and relevant timely actions are taken by the client organization.
The research also evaluated amongst the residents and community, the awareness, participation, call to action for the events and destinations that they manage within the emirates. Also, the research gained an understanding on source of awareness, communication evaluation, etc.