The United Arab Emirates University (UAEU) has launched a new Complaints and Suggestions System, aiming to offer best services to its customers and develop its performance in order to achieve customer satisfaction. The new system will ensure university’s excellence at the level of the services offered and that it is in line with the strategic plan goals and the higher education requirements.  

Alyaziyah Al Dhaheri, Director of Strategy and Future Department, explained that the customers’ opinions are considered as a reference that we rely on to set and execute the strategic plan in order to improve performance and the services’ quality. UAEU places great emphasis on its customer satisfaction and the department is keen on supporting projects relevant to customer service. The new system encompasses all UAEU stakeholders: UAEU community including students, Staff and faculty, and external stakeholders including government institutions, partners and suppliers.                 

The Complaints and Suggestions System has different methods of communication to receive complaints and suggestions, the main one being the smart platform available on the university’s website. The team who developed the system has adopted international standards of ISO 10002:2014 for handling complaints and achieving customer satisfaction. They also ensured it is in line with the government requirements regarding complaints and suggestions and best practices in this area.