Customer Satisfaction Tracking and Process Improvement for Nakheel
Nakheel had implemented an ongoing Customer Satisfaction program using the Qualtrics customer feedback platform to capture real-time customer feedback across key business processes, from property purchase through to handover. The program's value depended entirely on someone translating system-generated data into insight that teams could act on. Nakheel needed strategic oversight of the analytics and reporting to ensure that customer feedback was driving real operational change, not just measurement.
challenge
Sarah Lakhani Consulting was engaged to oversee the analytics, reporting, and recommendations across four initial customer processes, with the program later expanding to more than ten as its value was demonstrated. Each month, we reviewed and analyzed all Qualtrics feedback, consolidated results into presentation-style reports covering month-on-month performance and year-to-date trends, identified priority issues and root causes for customer dissatisfaction, and facilitated discussions between functional teams and senior leadership to align on action plans. A significant finding emerged during a major property handover, where feedback revealed critical dissatisfaction across multiple stages of the experience. We conducted a comprehensive analysis and produced a recommendations deck addressing legal process improvements, operational changes, customer communication enhancements, and cross-functional collaboration protocols spanning multiple departments.
approach
The handover recommendations were implemented before the next building handover cycle, resulting in measurably improved feedback scores and a visibly smoother customer experience. The CSAT program evolved from a monitoring tool into an active management system, with stronger collaboration between teams and clearer accountability for customer experience across the organization.
results
The program gave Nakheel the ability to identify, address, and resolve customer pain points in real time. Leadership confidence in data-driven decision-making grew throughout the engagement, supported by dashboards that made feedback immediately actionable. The expansion from four processes to more than ten reflected the direct impact of the approach on the organization's operations.
