Court user service performance

ISO 9001:2015 Quality Management System

In 2022, the DIFC Courts successfully obtained re-certification by external auditors without any observations of non-conformities on the selected process samples audited. By maintaining the requirements of the ISO 9001;2015 Quality Management System Standards, we aim to continuously improve the quality of services through efficient internal and external processes, effective communication, evidence-based management decisions, employee engagement and supplier relationship to accomplish court user satisfaction.

As a part of the organisation’s performance evaluation, mystery shopper surveys were conducted to identify the issues or potential risks. Mystery shopper surveys were conducted across phone and email enquiries, and meetings (either virtual or face-to-face) to receive feedback from each mystery shopper. Overall, our client-facing team achieved an average score of 95%, an increase of 5% compared to 2021.