Company: United Development Company, Doha, Qatar
Company Description: United Development Company (UDC) is a leading Qatari public shareholding company with a mission to identify and invest in long-term projects contributing to the growth of the State of Qatar and providing good shareholder value. Established in 1999, the Company was listed on the Qatar Exchange in June 2003. It has an authorized share capital of QR 3.5 billion and total assets of QR 20.4 billion.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Best Customer Feedback Strategy
 Nomination Title: Best Customer Feedback Strategy
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2022, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
United Development Company (UDC) has made significant strides in improving its customer service operations since 2022, with a clear focus on addressing customer complaints, enhancing engagement, and improving overall satisfaction. Previously, UDC faced several challenges, including the lack of traceability for complaints, delayed resolutions, and inadequate customer service tools. This resulted in dissatisfaction among customers, with issues such as poor participation, lack of community engagement, and unclear communication.
In response, UDC implemented several transformative measures, such as integrating a Customer Relationship Management (CRM) system for improved complaint tracking and resolution, launching an SMS-based customer satisfaction survey, and adopting a Quality Assurance (QA) recording system for continuous training. They also introduced a new call management system with real-time performance monitoring, a mobile app for residents and visitors, and bi-annual community surveys.
The impact has been evident in UDC's performance metrics: customer complaints decreased from 850 in 2019 to just 200 in 2023, demonstrating a clear trend of improvement. Customer satisfaction has consistently exceeded expectations, with a 92.55% satisfaction rate in 2024. Notably, UDC's efforts have led to a 98% resolution rate for complaints in 2024, a significant achievement compared to previous years.
These initiatives showcase UDC's commitment to customer-centricity, setting a high bar for the industry, and positioning the company as a leader in customer service within Qatar's development sector.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 186 words used.
United Development Company is a leading Qatari public shareholding company with a mission to identify and invest in long-term projects contributing to the growth of the State of Qatar.
Established in 1999, the Company was listed on the Qatar Exchange in June 2003.
UDC Demonstrated is Customer Centric approach and was awarded as Winner of Communitas award in Year 2022 and Stevie Awards 2023 & 2024.
UDC provides different services to visitors, Tenants, Owners, Co-owners, Retailers etc. through different departments catering customers through various services provided. There were complaints raised through different channels. Hence no identification, traceability and responsibility was defined, resulting in Customer Complaints & Dissatisfaction (unhappy customers, poor participation, lack of community engagement, services set back).
· Issues No traceability of complaints,
· complaints were handled through outlook email and excel sheets/ No Customer Relations management software
· No SLA for Service providers
· Delay or open Complaints
· Customers are unable to complaint as operators were not bilingual and only speaks English,
· No Single point of Contact.
· Unclear resolution time frame
· No Customer Satisfaction Surveys
· No meetings with stakeholders
- Outline the nominated achievement since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 250 words used.
- Bring the method of single point of contact for integration, traceability, and measuring of customer experience/journey.
- Establishment and implementation of Verint recording system for Quality Assurance Audit which were used for coaching and training purposes. QA audits were checked by Call Center Supervisor based on a pre-set Quality assurance factors on weekly basis.
- Establishment of on-call SMS customer satisfaction survey (sent after every call by SMS) with Customer Satisfaction rate.
- Initiation of CRM system to enhance customer engagement and to improve complaint and/or inquiries traceability, follow up and closure.
- Mistry calling to ensure the quality of Call center Operators(CCO) and responses as per the set KPIs and requirements.
- Integration of CRM system to the call center and all other departments.
- Establishment and implementation of CCO, maintenance and Limousine Service Satisfaction Survey.
- Initiation of new Call management system that includes dashboard and features to track and monitor the call center performance in real time, and enhance the customer experience (e.g. automated call backs for lost calls, outbound campaigns)
- Launch of bi-annual Community Surveys.
- Improvement of Customer Satisfaction survey SMS to reflect agent performance accurately.
- Same is verified and validated through internal and external audit as per ISO 9001 QMS.
- Renovate The call center and provide an excellent workplace with most ergonomic system.
- Customer Journey initiative project for life cycle perspective.
- Community improvement programs based on Surveys and feedbacks
- First Publishing of Annual Community Report
- Events like Food festival etc. based on Survey feedback
- Mobile App Launched for residents & visitors
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 29 words used.
- Dashboard.pdf
- Evidence.docx
- Memo Customer Satisfaction Quarter 4 and.pdf
- UDC PSC IM 24 00134
- U-IMS-PSC-8002I QA Evaluation Report-December
- Year to date 2024 CSAT results
- Evidence for Community
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 178 words used.
- 2024 Customer Complaints overall 1237 Feedback & Complaints were received and 98% were resolved.
- By annual customer satisfaction survey 2022-91.1% 2023-90.7%, 2024-92.55% Customer Complaints overall 1237 Feedback & Complaints were received and 98% were resolved.
- Survey Results for the year 2024 has the overall rating of 91.75% against the target of 90%
- ITTISAL Call Center Agents overall achievement for the year 2024 was 93.15% against the target of 93%
- Limousine Cars/Passenger overall achievement for the year 2024 was 93.8% against the target of 93%
- Achievement – Complaints Trend 2019- 850, 2020– 628, 2021– 537, 2022– 422 & 2023– 200 which demonstrate continual improvement.
- The call center has a well-documented Policies (ITTISAL procedures)
- +650 QA call Audit conducted
- Three layer of customer satisfaction measurement.
- + 170 training and coaching sessions conducted
- Stable and high CSAT achieved 93.2%-year 2024 against target of 90%with total 2,226 participants against SMS send 34,204
- Defined SLA for resolution time agreed with departments
- Community Survey achievement
- Leadership engagement & Commitment is demonstrated through Meeting with Stakeholders
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