DNRD registers 90% satisfaction rate

Some 90 to 95 per cent of the Dubai International Airport passengers are satisfied with the services of the General Directorate of Residency and Foreigners Affairs (DNRD) in Dubai. The results announced in recent polls were conducted by 65 students of the Business Administration College at the American University in Dubai over two weeks from May 24 to June 6 this year on five shifts round-the-clock. Thousands of questionnaires were distributed to a random sample of 11,000 passengers from different nationalities at the entry and exit counters, e-gates and iris scan check points. Major-General Mohammed Ahmed Al Marri, Director-General of the directorate, said the study is aimed to boost sustainable developments. “Such studies will cover all sections to improve all the customer services being rendered.” The questionnaire included six questions on the time passengers spent to reach the counters, their satisfaction with the services being rendered at the counters, employees’ conduct, effectiveness of the e-gate service, as well as the procedures of the iris scan and overall time spent to check in or out.