Connecting with our customers is the only real way to measure their satisfaction. One of the most common methods of measuring customer satisfaction is through surveys. Respondents record their feedback via multiple-choice, rating and open-ended questions.
Surveys have played a major role in extracting timely information and public opinion on some of GPSSA’s services. In parallel, it offers an opportunity for members of the public to engage and learn more about the UAE’s Pension and Social Security Law.
The results gathered are a major enabler towards continuous development, since they not only serve GPSSA’s purpose in including users in its decision-making process, they also enhance public participation and awareness.
Survey Results
Here are examples of surveys that have helped shape some of GPSSA’s decisions:
Survey 1: Measuring the quality of contact center services
This survey measures the quality of contact center services
Introduction: As a part of GPSSA’s quest to adopt best practices, it assesses the quality of its services provided through its contact center. Accordingly, we would like to invite you to participate and answer a few questions in this survey.
Objective: Improve the quality of services in GPSSA’s contact center.
Excepted Decision: Achieve easy access to services and information from GPSSA’s contact center.
Survey date: 3rd Quarter 2022
Conclusion:
| The most important feedback to us from the public | The decision was made based on public opinion |
| Survey on measuring the quality of contact center services |
| Work has been done to provide additional lines to be able to respond to all calls and inquiries | Customers encounter difficulty in reaching the call center employee due to busy lines |
| Staff have been trained to provide accurate responses when attending to customer inquiries | Accuracy in informing customers of the required information |
Survey 2: Assessment survey on Customer Happiness Center visit
This survey measures the assessment survey on Customer Happiness Center visit
Introduction: As a part of our interest at the GPSSA to adopt best practices, we invite you to participate and answer the questions in this survey in order to help us assess the performance of our Customer Happiness Center and achieve best practices that ensure
customer satisfaction and happiness.
Objective: Improve the overall level of services provided via all of GPSSA’s Customer Happiness Center’s.
Excepted Decision: Implement necessary improvements to GPSSA’s Customer Happiness Centers in order to provide top-notch services.
Survey date: 3rd Quarter 2022
| The most important feedback to us from the public | The decision was made based on public opinion |
| Assessment survey on Customer Happiness Center visit |
| A WhatsApp service has been provided to all customer happiness center employees in order to facilitate procedures with customers | Communication via the WhatsApp application as another service |
| In keeping up with smart government requirements, the use of an identity card essential and is considered a unified card to obtain all services in the government sector | Issuance of a pensioner card |
Survey 3: Measuring quality of social media accounts
This survey measures the quality of social media accounts
Introduction: As a part of GPSSA’s interest to adopt best practices, it assesses its social media accounts in order to improve service delivery and respond to customer inquiries. Accordingly, we would like to invite you to participate and answer a few short questions in this survey.
Objective: Improve level of service delivery and respond to customer inquiries through GPSSA’s social media accounts. Excepted
Decision: Monitor the level of satisfaction amongst members of the public with social media channels, and develop/enhance them based on public advise and suggestions.
Survey date: 4th Quarter 2022
Conclusion:
| The most important feedback to us from the public | The decision was made based on public opinion |
| Survey on measuring quality of social media accounts |
| An extensive plan has been developed to provide awareness workshops for all target groups in all sectors | Providing intensive workshops on law and services in all parts of the country |
| Awareness campaigns have been launched and content published periodically to educate customers about the pension law and electronic services | Develop a summary of the law and services |
| Awareness videos are published periodically for new employees in the public and private sectors to know their rights | Educational materials for new employees about insurance rights and the distribution of entities and sectors |
Survey 4: Survey on easy access to GPSSA’s electronic services
This survey measures the friendly users access to GPSSA’s electronic services
Introduction: As a part of the General Pension and Social Security Authority's (GPSSA’s) interest to adopt best practices, we invite you to participate and answer questions in this survey in order to help the GPSSA assess electronic services on its website, and improve the overall quality of electronic services.
Objective: Improve the level of electronic services on GPSSA’s website
Excepted Decision: Smooth access to GPSSA’s services through the Authority's website.
Survey date: 4th Quarter 2022
Conclusion:
| The most important feedback to us from the public | The decision was made based on public opinion |
| Survey on easy access to GPSSA’s electronic services |
| A proactive service has been launched to send a monthly To Whom It May Concern certificate to all pensioners and beneficiaries via e-mail without submitting any request | Issuing a To Whom It May Concern Certificate electronically |
| Work is underway on the smart application to facilitate all services for customers | Provide a smart application |
| GPSSA’s service delivery channels are continuously promoted on social media channels | Places of providing services |
