Kizad awarded ISO 10002:2004 certification for Customer Feedback Management System

Khalifa Industrial Zone Abu Dhabi (Kizad) has been awarded the prestigious ISO 10002:2004 certification by Lloyds Register of Quality Assurance (LRQA), in recognition of the quality of its customer feedback management system. The certificate was presented by LRQA Area Manager for Middle East and Africa, Mr.  Basem Obaid, to Mr. Khaled Salmeen, Executive Vice President of Industrial Zones at Abu Dhabi Ports Company (ADPC), in a ceremony.

With the certification, Kizad joins global organisations that focus on ensuring that customer feedback is processed and systematically dealt with in line with internationally accepted best practiced management system standard.

Khaled Salmeen stated: “Enhancing customer service is one of Kizad’s core goals. As we begin to welcome tenants to Kizad, customer service, customer retention and complaint handling is becoming ever more important in order to effectively serve our tenants, and we will continue in our pursuit of adopting and implementing world class standards that will further enhance our customer service experience. Gaining ISO 10002:2004 certification is proof of our commitment to constantly strive for excellence.”

The implementation of the customer care initiative at Kizad began with the appointment of a dedicated customer service and quality assurance team who are responsible for receiving and immediately dealing with any complaints received. Any such feedback is dealt with through a carefully managed system that tracks each query or complaint individually. Looking to the future, Kizad will be introducing an automated system to further improve the efficiency and effectiveness.

LRQA’s Basem Obaid congratulated Kizad and ADPC on achieving the ISO certification. “Right from its inception, Kizad has shown commitment to enhance customer experience by implementing a fully integrated feedback process that resolves complaints in a consistent, systematic and responsive manner.”