RIYADH: Al Salem Johnson Controls, a multi-industrial company incorporating air conditioning, fire, security, and building management systems, has become the first and only Saudi company to obtain all ISO certificates in customer satisfaction, approved by the International Organization for Standardization.
The company obtained these certificates based on its responses to customers looking for services, including after-sales service.
In 2021, the company received 68,000 customer calls, and currently 97 percent of these calls are answered at the first ring.
The company’s sales engineers got a rating of 81+, which represents one of the highest ratings that any company can get in the Net Promoter Score for customer experience.
A study conducted by Shep Hyken’s CX consulting firm in 2020 showed that 96 percent of customers are willing to leave a service provider if they receive poor service, especially in the post-sale period during which the company’s warranty expires.
Obtaining ISO certifications is a milestone for the company, CEO Mohanad Al-Shaikh said, adding: “These certificates confirm that the company’s centricity on customers is not limited to providing a service or a distinguished product, but also includes aftermarket support, where we are constantly in touch with customers to respond to their requests as quickly as we can.”