Dubai, UAE: Empower, has announced benchmarking its Customer Satisfaction Index above similar ratings of international energy utility companies from the United States, Canada and New Zealand, by scoring an overall customer satisfaction performance of 84.4% in 2015-2016.

According to Empower, the Customer Satisfaction Survey (CSS) was conducted by the global information and measurement company, Nielsen.

The survey, said Empower, targeted samples of around 55,000 customers, including master developers, end-users and building owners, and surveyed customer perceptions on its  Customer Service (CS) process; communication channels, effectiveness, satisfaction and priorities; operations and maintenance service; CSR; events; complaints handling; CS overall quality; staff effectiveness and training requirements; billing and payments; environmental sustainability awareness; and quality of products and services.

With a score of 84.4%, Empower reportedly comes above utilities from New Zealand (73%), Canada (74%) and the United States (75%), according to the same parameters and metrics set by Nielsen. The approximately 55,000 sub-meters of the company, and its Command Control Centre, which ensure precise service to customers, have played an instrumental role in helping it reach the score, Empower highlighted.

“Empower is working to improve the customer satisfaction on noted areas, as we have already started taking actions,” said H.E. Ahmad Bin Shafar, CEO of Empower. “Also, we are enhancing our online platforms to give improved and comprehensive service to our customers.”