Drydocks World scores high for customer satisfaction

DUBAI, 10th February, 2015 (WAM) — Drydocks World has met and surpassed customer expectations achieving high customer satisfaction scores in ship repair, new builds and conversion during 2014, according to a survey.

Ship Repairs in the main yard have an overall customer satisfaction score of 89 percent in 2014. With 289 ship repair orders received during the year, the company’s success is evident from the turnaround of vessels being serviced at its the Drydocks World-Dubai yard and continued progress is expected in these market segments.

The findings say that new Building projects received high customer satisfaction scores of 88% for Dolwin Beta 2 with 3 million LTI free man-hours. The FLNG Turret attained a customer satisfaction score of 77% with 5 million LTI free man-hours and the Solan oil storage facility had a score of 82% customer satisfaction with 2.8 million LTI-free man hours. Conversions during 2014 had a 79% customer satisfaction score for Great Ship Ramya vessel with 300,000 man-hours LTI free thus far.

During 2014 Drydocks World-Dubai received 306 orders and 95% of those orders were converted into projects with 82% repeat customers.

As part of Drydocks World’s continuous process improvements, the customer satisfaction questionnaire has expanded the scoring scale to target additional information, giving clients an opportunity to rate us from 1 to 5 (unacceptable, below average, average, good, excellent) and percentage to show where we stand in terms of numerical figure. Extra categories have been added to the questionnaire to expand the areas being assessed and rated by the client, which gives Drydocks World the opportunity to gauge services on a wider scale.

Khamis Juma Buamim said, “We are pleased with the consistent customer satisfaction ratings which reflect the Group’s commitment to innovation, ingenuity and integrity. These surveys from customers are important for managing and monitoring our business. Their feedback is a leading indicator of consumer repurchase intentions and loyalty. Retaining and furthering our client base is a priority in such a competitive marketplace and customer satisfaction is a key element of our business strategy. The excellent feedback is the result of our continuous facility and process improvements. Our strength is in our people and our systems that ensure operational excellence in line with the highest regional and international standards.” He added that Drydocks World- Dubai has completed a major development in expanding the fabrication area, which now measures 9000 sqm within the yard and will be expanded to 35,000sqm in the future. “This facility will be further developed to ensure the provision of additional cranes and dedicated MEP services. We routinely conduct structural investigations, durability analysis and concrete repair throughout the yard, updating our piping and power systems. The yard is constructing a “Boat Testing Davit” facility to serve the life boat testing demand and will be completed in 2014. We plan to expand the electrical works shop, heavy load out facility, and extend the berthing jetty to accommodate our ever-expanding business.” Drydocks World- Dubai regularly undertakes initiatives for improvements in the yard to continue offering our diverse range of services to exceed the expectations of global and regional maritime industry players.