Latest news with #service quality
Zawya
2 days ago
- Business
- Zawya
Milaha signs strategic 5-year deal with Qatar Airways Group to provide integrated logistics services
Qatar - The partnership underscores both organisations' shared commitment to operational excellence and service quality, reinforcing Milaha's position as the logistics partner of choice for leading entities in Qatar and beyond. Qatar Navigation (Milaha) has signed a five-year agreement with Qatar Airways Group to deliver comprehensive warehousing and logistics services, marking a significant milestone in the strategic collaboration between two of Qatar's national champions. Under the agreement, Milaha will provide end-to-end supply chain solutions, including warehousing, inventory management, and distribution support, all powered by advanced logistics technologies and real-time visibility tools, tailored to meet the dynamic and evolving needs of Qatar Airways Group. The partnership underscores both organisations' shared commitment to operational excellence and service quality, reinforcing Milaha's position as the logistics partner of choice for leading entities in Qatar and beyond. Qatar Airways Group selected Milaha following a competitive evaluation process that highlighted the company's robust digital infrastructure, integrated systems, and strong track record in delivering consistent, reliable, and customer-centric logistics solutions. The use of cutting-edge technology, including automated inventory tracking, data-driven performance analytics, and warehouse management systems, will enable seamless coordination and enhanced service delivery. Milaha Group CEO Fahad bin Saad al-Qahtani said: 'We are honoured to be selected by Qatar Airways Group as their logistics partner of choice. This long-term agreement is built on mutual trust and a shared vision for service excellence. It further affirms our position as a strategic enabler of national connectivity and global competitiveness through reliable and efficient logistics solutions.' Qatar Airways Group CEO Badr Mohammed al-Meer said: 'We are pleased to formalise this long-term partnership with Milaha. This agreement enhances the resilience of our supply chain and strengthens our ability to operate efficiently as we expand globally. Through this collaboration, we continue to deliver world-class services and contribute to the Qatar National Vision 2030.' The agreement deepens the alliance between the two national champions and aligns with Qatar National Vision 2030 by accelerating the development of world-class, technology-enabled, and sustainable supply chain capabilities. Milaha continues to invest in infrastructure, digitalisation, and human capital to drive innovation and long-term value for its clients and partners. © Gulf Times Newspaper 2025 Provided by SyndiGate Media Inc. (
Zawya
4 days ago
- Business
- Zawya
Ministry of Finance achieves record service quality results, scoring 96.57% in the Customer Happiness Index for H1 2025
97.30% of customer requests resolved from the first call Younis Haji AlKhoori: The call centre results demonstrate MoF's commitment to enhancing government performance efficiency and advancing digital communication channels to provide customers with responsive and high-quality services. Dubai, UAE: The Ministry of Finance (MoF) recorded outstanding results in customer satisfaction and service quality during the first half of 2025, driven by the effectiveness of its digital advisory channels and call centre. Performance indicators revealed a significant rise in customer satisfaction, reaching 96.57%, while 97.30% of customer requests were successfully resolved during the first call. These results demonstrate the Ministry's commitment to improving service excellence, enhancing government performance, and delivering innovative, proactive, and digital solutions that upgrade the overall customer experience. Key performance indicators demonstrated notable improvement compared to the same period last year, surpassing several pre-set targets such as the speed of processing customer requests, reduction in waiting time, and efficiency in responding to calls. Notably, the quality performance index recorded a significant increase, reaching 90.92%, exceeding the target of 80% and outperforming the 88% achieved during the first half of the previous year. This performance reflects the technical competence of MoF teams and the Ministry's ongoing efforts to enhance operational methodologies at the call centre. Enhancing Customer Experience H.E. Younis Haji AlKhoori, Undersecretary of the Ministry of Finance, emphasised that the call centre's performance during the first half of 2025 has been the result of the Ministry's steadfast commitment to improving customer experience by simplifying procedures, eliminating bureaucracy, enhancing performance standards, and developing digital communication channels. 'Our efforts align with the objectives of 'The UAE Government Charter for Future Services-The UAE Promise', which prioritises digital services by default, seamless and proactive experience, and value-added services,' H.E. AlKhoori said. 'MoF call centre has become a key pillar in achieving the Ministry's customer happiness objectives, thanks to its rapid responsiveness, effective handling of inquiries and feedback, as well as the provision of diversified communication channels that meet customers' needs with ease and efficiency.' Readiness of National Talent H.E. AlKhoori added, 'The positive results we achieved would not have been possible had it not been for the readiness of our highly qualified national cadres and the Ministry's advanced technological infrastructure, which supports operational efficiency and enables the delivery of innovative solutions. Our use of artificial intelligence and advanced data analytics has played a pivotal role in proactively meeting customer needs and achieving outstanding performance levels. The Ministry will continue to expand its digital services and upgrade communication channels to improve the customer journey and attain the highest standards of institutional excellence.' Record-breaking Performance During the first half of 2025, the Ministry's call centre successfully answered 90.8% of incoming calls within 20 seconds, a significant improvement over the 87.6% recorded during the same period last year and well above the 80% target. In total, the Ministry responded to 28,315 customer service requests in the first half of 2025. Meanwhile, the percentage of unanswered calls decreased to 1.48%, surpassing the set target of 5% and improving on last year's first-half rate of 2%. The average duration incoming calls was 4 minutes and 41 seconds, staying below the targeted five-minute benchmark. Furthermore, the average hold time was effectively reduced to zero, with all calls being answered immediately, exceeding the 15-second response target. These figures highlight the Ministry's commitment to delivering fast, efficient, and responsive services that exceed customer expectations. The Ministry of Finance continues to implement an integrated strategy to manage its customer happiness channels and call centre as part of its efforts to accelerate digital transformation and raise service quality. It launched a number of initiatives aimed at restructuring these channels to streamline operations. The Ministry also developed interactive smart screens powered by data lake system to analyse customer data and incoming requests, provide proactive, and personalised services that enhance customer satisfaction and elevate the overall experience.
Zawya
4 days ago
- Business
- Zawya
UAE: Ministry of Finance achieves 96.57% in Customer Happiness Index for H1
DUBAI - The Ministry of Finance (MoF) recorded outstanding results in customer satisfaction and service quality during the first half of 2025, driven by the effectiveness of its digital advisory channels and call centre. Performance indicators revealed a significant rise in customer satisfaction, reaching 96.57 percent, while 97.30 percent of customer requests were successfully resolved during the first call. These results demonstrate the ministry's commitment to improving service excellence, enhancing government performance, and delivering innovative, proactive, and digital solutions that upgrade the overall customer experience. Key performance indicators demonstrated notable improvement compared to the same period last year, surpassing several pre-set targets such as the speed of processing customer requests, reduction in waiting time, and efficiency in responding to calls. Notably, the quality performance index recorded a significant increase, reaching 90.92 percent, exceeding the target of 80 percent and outperforming the 88 percent achieved during the first half of the previous year. This performance reflects the technical competence of MoF teams and the ministry's ongoing efforts to enhance operational methodologies at the call centre. Younis Haji AlKhoori, Undersecretary of the Ministry of Finance, emphasised that the call centre's performance during the first half of 2025 has been the result of the ministry's steadfast commitment to improving customer experience by simplifying procedures, eliminating bureaucracy, enhancing performance standards, and developing digital communication channels. 'Our efforts align with the objectives of 'The UAE Government Charter for Future Services-The UAE Promise', which prioritises digital services by default, seamless and proactive experience, and value-added services,' AlKhoori said. 'MoF call centre has become a key pillar in achieving the ministry's customer happiness objectives, thanks to its rapid responsiveness, effective handling of inquiries and feedback, as well as the provision of diversified communication channels that meet customers' needs with ease and efficiency.' AlKhoori added, 'The positive results we achieved would not have been possible had it not been for the readiness of our highly qualified national cadres and the ministry's advanced technological infrastructure, which supports operational efficiency and enables the delivery of innovative solutions. "Our use of artificial intelligence and advanced data analytics has played a pivotal role in proactively meeting customer needs and achieving outstanding performance levels. The ministry will continue to expand its digital services and upgrade communication channels to improve the customer journey and attain the highest standards of institutional excellence.' During H1 2025, the ministry's call centre successfully answered 90.8 percent of incoming calls within 20 seconds, a significant improvement over the 87.6 percent recorded during the same period last year and well above the 80 percent target. In total, the ministry responded to 28,315 customer service requests in the first half of 2025. Meanwhile, the percentage of unanswered calls decreased to 1.48 percent, surpassing the set target of 5 percent and improving on last year's first-half rate of 2 percent. The average duration of incoming calls was 4 minutes and 41 seconds, staying below the targeted five-minute benchmark. Furthermore, the average hold time was effectively reduced to zero, with all calls being answered immediately, exceeding the 15-second response target. These figures highlight the ministry's commitment to delivering fast, efficient, and responsive services that exceed customer expectations.
South China Morning Post
17-07-2025
- Business
- South China Morning Post
How can Hong Kong restaurants survive as Shenzhen draws diners away?
By now, it's clear that the Hong Kong restaurant industry's malaise is profound and structural. The difference in food prices between mainland China and more expensive Hong Kong makes it impossible for the latter to compete in terms of value for money. Right now, there is a dearth of useful suggestions from industry experts on how to make Hong Kong more competitive, except for vague recommendations about elevating the city's offerings and improving the quality of service. Let me tell you, the problem isn't bad service and boring menus. A discount campaign banner at a restaurant. Hong Kong restaurants would have to knock a lot off their prices to compete with Shenzhen's in terms of value for money. Photo: Shutterstock
