Dubai Financial Market (DFM) today announced the results of the second round of its Brokers’ Excellence Rating, launched in 2018 in a first-of-its-kind initiative globally, as part of its constant efforts to promote excellence of investor services.
Hassan Al Serkal, CEO of DFM, and Hamed Ali, CEO of Nasdaq Dubai and Deputy CEO of DFM, presented the Five Stars Rating certificates to 8 brokerage firms. The list of companies honoured included; ADIB Securities, Al Ramz Capital, EFG Hermes (UAE), Emirates NBD Securities, Finance House Securities Company, Mena Corp Financial Services, Sharjah Islamic Financial Services, and SHUAA Securities LLC.
The DFM published the list of Five-Star rated firms on its website, enabling market participants to identify outstanding companies and encouraging other brokerage firms to further enhance their performance.
Hassan Al Serkal, CEO of DFM said: “Brokers’ enthusiasm towards this initiative underlines our mutual commitment to build upon the achievements of the past years in terms of brokerage services and communication platforms with investors as part of realizing DFM’s vision as a world-class regional marketplace and our corporate values of efficiency, innovation and integrity, achieving the highest levels of efficiency and customer satisfaction and happiness.”
DFM congratulates the brokerage firms on achieving the Five Stars Rating and others for their continuous hard work and commitment to further enhance their services and strengthen the competiveness of this sector through the development of service provision platforms in general, and smart services in particular. This drive will further enhance service excellence and sustainability, as well as increase customer satisfaction.
This scheme provides an ongoing mechanism enabling brokerage firms to identify strengths and gaps based on an annual evaluation conducted by experts and evaluators, and the results of customer satisfaction surveys and Mystery Shopper, as well as on-site visits to companies’ headquarters and call centers.
It is noteworthy to mention, the Rating includes five categories as per the excellence of service and based on two criterions, the first one focuses on customer experience and the Mystery Shopper results, with a 70% weightage. The second criterion measures the brokerage firm’s alignment with DFM’s vision and has 30% weightage based on four pillars including; services efficiency, service innovation, multi-channel access and commitment to Corporate Governance.