Fulfilling customer expectations and sharing labour market insights

Customer service excellence

HRDF attaches great importance to customer satisfaction as it is committed to measuring their satisfaction with the services and programmes provided through standards designed to measure the impact on their customers as well as responding to inquiries and complaints.

Measuring customer satisfaction

Customer satisfaction is measured through conducting and analysing monthly and quarterly questionnaires and surveys. Suggestions and complaints of HRDF’s customers are effectively managed where they are directed to the relevant authority or department. Corrective actions are implemented in a swift manner to improve the overall level of customer experience.

HRDF call centre

HRDF call centre is one of HRDF’s diverse channels utilised to engage with customers. The call centre is committed to provide customers with accurate and relevant information

and provide assistance to customer queries regarding HRDF’s programmes, services, or any other relevant information. The call centre is also dedicated to receive complaints and direct them to the relevant department/party to speedily resolve them. In 2018, 889,790 calls and 381,288 text messages were handled by the HRDF call centre.

Mystery shopper

Mystery customer is a programme designed to evaluate the level of services provided through the HRDF’s channels. HRDF has an agreement in place with an external company

to conduct the mystery shopper programmes under a predefined criteria in order to assess the nature of the quality of customer service rendered through different HRDF channels.

HRDF website

The HRDF website www.hrdf.sa is one of the principal means of engaging with the Fund’s customers. The website contains details on HRDF as an organisation and the Fund’s portfolio and offering of programmes and services. It also includes the latest updates on events and activities conducted by HRDF.