Customer Satisfaction
NewCustomerComplaintManagement System
Indirect Economic Impact
SupplyDisruptions
Downtime Incidents at the TaweelahReceiving
Facilities (TRF) in theUAE
2008 2009 2010
2011
0
0
1
0
0
0
3
0
Person appointed
as focal point
for each issue
resolution
Reporting, Statistcs andAnalysis
Communicationof
resolutionactions
toCustomer
DolphinEnergy is committed
tomeeting and exceeding
its customers’ expectations.
The customer satisfaction
survey demonstrated
that the customers’ two
main concernswere
maintenance related issues
and the need formore open
communication. In 2011
DolphinEnergy achieved
99.89%plant availability.
DolphinEnergy is committed
tomaintaining and enhancing
its responsiveness to the
needs and concerns of its
customers. To that end,
theCustomer Complaint
Management systemwas
developed in2011. This
details and facilitates the
processingof handling
any complaints from the
company’s customers in
an efficient, effective, and
professional manner.
Customer advices, Complaints& Issues
Email, fax or letter (but not verbal)
Email
ReceivedbyDELDept.
Marketing/UOPs/QOPs etc
Marketing&Commercial
Assess Issue and
agreewith concerned
internal & external
parties (as required)
resolution actions,
implement & inform
customer
