Erteqa It is a national TRA initiative, the first of its kind in the world for the classification of Customer Service centers of telecom service providers, aiming at enhancing customers’ happiness in the Customer Service centers of UAE telecom sector Objectives of the initiative: Evaluating the Customer Service centers of telecom services sector Unifying the services standards of the Customer Service Centers Ensuring the consistency of provided services by telecom service providers Encouraging competition among telecom service providers The benefits of the initiatives: Enhancing customers’ happiness in the Customer Service centers of UAE telecom sector Facilitating the customers aspirations to receive the best telecom services Assessing the performance of licensees in terms of customer service Raising the licensees’ awareness on their performance in terms of customer service Improving the telecom services provided through the operators service centers Evaluation Criteria: Access to the center The employees’ behavior Efficiency and effectiveness Facilities Offered services and products Innovation Evaluation Criteria The customers’ experience regarding easy access to the service center The customers’ experience regarding the professional behavior of the service center employees The customers’ experience regarding the center’s ability to provide efficient and effective services The customers’ experience regarding the utilities and support facilities provided in the center The customers’ experience regarding the availability of necessary information about the provided services and products in the center Implementing innovative practices in the center to enhance the costumers’ experience Legend: Mystery ShoppingMystery Shopping IT Manager Review IT Manager Review Guest SurveyGuest Survey Rating The TRA uses several assessment methods to be able to stand on the current situation of ICT services provided in tourism places. This would be through reports of mystery shoppers, whom live the customer’s experience in a real situation, as well as conducting interviews with hotel’s IT managers, to address their plans and the main challenges they face. Surveys would also be conducted to assess the level of customer satisfaction regarding digital services in the place. OUtstanding Outstanding ICT Services scoring equal or above 90% Very Good Very Good ICT Services scoring between 80-89% Good Good ICT Services scoring between 70-79% Average Average ICT Services scoring between 60-69% Below Below Average ICT Services scoring below 60% Show hotels near your Location