The Qatar General Electricity and Water Corporation (KAHRAMAA) has officially launched its 2025 Comprehensive Customer Satisfaction Survey, aimed at evaluating the quality of services delivered across the State of Qatar. This initiative reflects KAHRAMAA's steadfast commitment to customer-centricity, ensuring that the voices of its customers play a central role in shaping service improvements and strategic decisions. By actively seeking feedback, the Corporation reaffirms its dedication to achieving and sustaining the highest standards of service excellence.
KAHRAMAA emphasized the importance of the annual Customer Satisfaction Survey, this initiative plays a vital role in capturing customer sentiment and gathering actionable feedback, reinforcing KAHRAMAA's ongoing commitment to enhancing the overall customer experience. The survey serves as a strategic tool, enabling the Corporation to assess public confidence in its services, streamline operations, and identify key areas for improvement in alignment with global service standards.
The survey for this year will be conducted from July until October, allowing for comprehensive commitment across all customer segments. Additionally, the survey will gather insights from licensed electrical consultants and contractors involved in building permits and service connections, offering a broader perspective on KAHRAMAA's performance in these critical service areas.
To ensure objectivity and professionalism, KAHRAMAA has partnered with Nielsen Consultancy LLC, an authorized third-party firm, to design and administer the survey on its behalf.
Ms. Dheya Saad Al-Naimi, director of the Planning and Quality Department at KAHRAMAA, emphasized the pivotal role of the Customer Satisfaction Survey in shaping the Corporation's strategic direction and service development initiatives, and KAHRAMAA's unwavering commitment to continuous improvement, aiming to deliver a seamless, high-quality customer experience that aligns with Qatar's dynamic growth and its leadership in regional and global public service excellence.
In developing this survey, Ms. Dheya Saad Al-Naimi, “our goal was to establish a comprehensive evaluation framework capable of accurately measuring satisfaction across all key service touchpoints, including customer service centers, the call center, digital platforms, the mobile app, and other service delivery channels. This approach enables us to gain a well-rounded understanding of how effectively we are meeting customer expectations and where we can further enhance our performance."
As one of the leading government service providers in the region and globally, KAHRAMAA's distinctive corporate governance model stands as a benchmark for effective public sector management in Qatar. By embedding a customer-first strategy within its Customer Management system, the Corporation continues to elevate service standards in line with the State of Qatar's remarkable economic, social, and urban development.
