74
75
CUSTOMERS
Overall Satisfaction
Mystery shopper perception
94.7%
Customer Complaints Dealt
98.2%
Incident Rate per 100,000 visitors
100%
Cases of fines from respective authorities on health and safety non-compliances
0.042%
0
The feedback is valuable for ADNEC’s future improvements and changes. The drop we experienced for organiser's results during 2016 was due to launching new events and dealing with new organisers for the first time which had an effect on their perception and expectations. Additionally, ADNEC radically changed the business model for key services during these two years and apparently the transition period has impacted the results. Despite this, we witnessed a positive trend during 2017. It must be noted that during 2018, there were no cases of non-compliance with laws and regulations or voluntary codes concerning marketing communications and no withdrawals of communication messages (after every launch) occurred, and no fines from respective authorities were imposed.
A key category of our stakeholders are our various direct customers including organisers, exhibitors, and visitors, as all interact heavily with our venues and premises and experience our services on a daily basis.
PRODUCT/SERVICE QUALITY
In continuation to its continuous improvement efforts and belief in the importance of customers, ADNEC dedicated specific mechanisms and tools for measuring the customer satisfaction and analysing their feedback (customer voice).
ADNEC has established, documented, implemented and maintained a Quality Management System (QMS), in accordance with the requirements of ISO 9001:2015.
RESPONSIBLE COMMUNICATION
ADNEC’s QMS is maintained and continually improved through the analysis of quality policy, quality objectives, audit results, analysis of data, corrective and preventive action and management review.
In order to capture our customers’ opinion about ADNEC, which is indirectly related to our promises and communications, ADNEC conducts surveys through specialised external market research company. These surveys are based on face to face interviews, allowing for more details and opportunity for more useful dialogue. Surveys are designed to cover ADNEC's delivered services and summarises the customer's experience with ADNEC's teams, chain and relevant services.
Our quality policy and objectives are documented and communicated to all ADNEC staff, which shows our commitment to meeting and exceeding the stakeholder’s needs and requirements. Through the implementation of this QMS, our quality strategy is implemented and our commitments are realised.
The following charts are for face to face interviews with time duration of 20-30 minutes. This allows us to ensure we have a representative sample to develop a reliable analysis reports. Since 2015, our aim is to reach the 2000 level, as it ensures sufficient sample size.
83%
2012
90%
100% 100% 100% 100% 100%
The charts below describe ADNEC's results since 2012.
92%
91%
94%
92.8% 92.6%
2014
2015
2016
2017
93%
85%
2017
2018
94.7% 2014
2015
2016
2017
2014
2018
2015
2016
Adherence to quality audit plan
% of Customer Complaints Dealt with (Complaint Resolution)
2013
100% 100%
(The drop in 2018 is due adding new departments to be included in the scope of QMS. A detailed plan for 2019 has been developed.)
2018
Overall Customer Satisfaction
84%
84%
2012
2013
92%
94.5%
93% 94.9%
97.2% 83%
87%
92%
97%
97% 97.15% 97%
2015
2016
14
76%
2012
2017
2012
2013
2014
2017
2018
14
2016
2017
2018
95%
2015
2014
87%
86%
83% 85.62%
2013
2014
2015
2016
2017
90.05% 94%
2018
2012
96%
2013
96%
2014
98%
2015
98.2% 94% 94.73%
2016
Mystery Shopper - Perception
2017
2018
4
2014
97%
97% 97.4% 96.2%
2015
2016
2017
Performance Score of Venue Services Suppliers
Number of Quality Audits Conducted
Exhibitors Satisfaction
84%
Organisers Satisfaction
2018
13
11
2014
2014 2015 2016 Visitor Satisfaction
15
4
4
4
4
2015
2016
2017
2018
Customer Voice Workshops
2018