CUSTOMER HAPPINESS Customer centricity is at the core of our being and purpose. Primary channels of communication are emails, toll-free Emaar contact center, online services (web and app) and walk-ins. Every interaction is tagged against pre-defined problem codes, priority and measured against SLAs and satisfaction then, measured through KPIs. We strive to ensure that each interaction is personalized to resolve the matter in hand.
The community website and Emaar One app provides unique platforms for residents to avail services and raise complaints.
With tools such as customer complaints, feedback, workshops and focus groups, we plan, budget, foresee, review and modify what we deliver to our residents, and thereby sustain our communities.
Our communication is re-purposed with DIY and home maintenance tips, cartoon strips on pet management and pest control, competitions for children and adults, residents’ recipes etc.
Our residents are eligible for a personalized and pre-loaded Gold/ Platinum/ Silver card from our signature rewards programme UBYEMAAR.
– Drive first response and one-time resolution.
– Gather insights and improve service delivery and supplementary offers.
– Focus on customer convenience and technology to provide customers ease of access to ECM services.
– Campaigns, workshops, social engagement and responsive communication to foster neighborhood and community spirit.
– Campaigns and events help promote the overall wellbeing of residents and address community-wide concerns.
– Owners committees selected by RERA along with ECM forms a dual team to look into community issues.
– Periodic newsletters with latest updates and tips are released to keep residents abreast about their community.
– Private unit concerns are addressed through proposed alternate methods of service delivery (costs borne by residents) to give residents options for closure.
– Events become an area of engagement with residents to collaborate for the betterment of the community.
We offer 24 hour, 365 days a year on the ground response to our residents.
Community newsletters are published every quarter with community (on-site and virtual) events running throughout the year, with more emphasis during cooler months.
Community/seasonal campaigns are launched depending on maintenance and proactive education, such as AC usage during summer, pest control campaign and community rules campaigns.
