026
ESG REPORT
027
Customer Satisfaction
Customer Experience
Our customer satisfaction is presented annually as per the chart below.
ADNEC has established, documented, implemented, and maintained a quality management system in accordance with the requirements of ISO 9001.
This combines the results we get throughout the year from events and as per all types of mentioned customers. This also includes the NPS scores that we get from our customer segments.
For analysis purposes and to ensure the right corrective action, each business line is responsible to study the customer voice in relation to relevant products or services. Detailed analysis is managed by the quality assurance department and follow up mechanisms are in place.
Customer satisfaction score (%) Net Promoter Score (NPS)
2021 Target
2018
2019
2020
94%
95%
98%
93%
96%
79
79
85
72*
83
• Our results for 2020 and 2021 were calculated based on the events that we were allowed to host and as per the COVID-19 guidelines and protocols. • ** Despite lower than other years, the result is much higher industry standards which around 20+ (source: GRS Market Research). This has been affected by governmental restrictions on entering Abu Dhabi and ban on events.
The sustained customer satisfaction results were due to several factors: Leadership commitment and follow up Continuous improvement of services and products Continuous process improvement Robust customer voice management process Proper customer engagement (especially organisers) in proactive planning of delivery of certain services which supported the partnerships and shared objectives approach l More effective communication externally and externally l Applying the mystery shopper approach l l l l l
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Through such standards and by fulfilling its requirements, the company has been able to establish continuous improvement practices, which have become a focus to meet the requirements and expectations of external and internal customers.
Despite the difficulties during 2020 due to pandemic, the company continued its project of expanding its portfolio of ISO standards and international best practices and successfully managed to get the certificate of two important standards in 2021 Event Sustainability Management System ISO 20121 and Environment Management ISO 14001.
The company has been able to establish continuous improvement practices, which have become a focus to meet the requirements and expectations of external and internal customers.
ADNEC is considered the first company to achieve the ISO 20121 standard in the business tourism sector in the MENA region (Middle East and North Africa). This is a true reflection of our leadership commitment towards excellence and best practice adoption.
