Customers of "Etihad Water and Electricity" completed 4 million smart transactions during 2022, representing more than 90% of the total number of transactions conducted during the year, an increase of up to 14% compared to the numbers recorded during 2021.
Eng. Yousif Al Ali, CEO of Etihad Water and Electricity, said that all services can be conducted through electronic and smart channels, varied between smart application and website services. They are including more than 30 services, in addition to the possibility of making payment transactions through automated payment machines spread in hundreds of locations, 15 banks and exchange offices, pointing out that the total payment outlets represented by these channels reach 9 thousand physical and electronic.
He added: Etihad Water and Electricity harnesses all its capabilities to meet the aspirations of its customers and achieve the leadership's vision in this field, which is a vision that expands the concept of the relationship between the service provider and the customer so that it exceeds the customer’s expectations, which in return leads to his happiness. It is an aspect that we will widely work to strengthen during the coming period.
Eng. Yousif Al Ali pointed out that "Etihad Water and Electricity" utilizes a number of tools in order to closely identify the expectations and aspirations of customers and then use the results in designing initiatives through which these aspirations can be met. The aforesaid tools include periodic opinion polls and social media channels, in addition to the UX labs provided by TDRA, which provides a simulated test environment for stakeholders with real service users and assesses the quality of websites with human behavior pattern monitoring, such as involuntary reactions and motor reflexes.