‘Smiley’ boxes to rate NRD staff

From The Star

PUTRAJAYA: If you’re happy with the service rendered by those manning the counters at the National Registration Department (NRD), you can place your queue number in a “smiley” box from next month.

The NRD is taking a step to improve its services to the public by placing the boxes to gauge customer satisfaction.

Opinions wanted: Customers can provide feedback on the service they received by placing their queue number in one of the four boxes.

From next month, the department will know if the counter staff at 210 branches around the country have provided service with a smile or were unfriendly.

Customers can provide feedback simply by “voting” with their queue numbers.

NRD director-general Datuk Mohd Abdul Halim Muhamad said they wanted to find out if the employees provided service with a smile or were grumpy.

“There will be four boxes in front of every counter employee to measure the person’s performance.

“This is an effective way of gauging how well our counter staff serve the public,” he told The Star.

He said that from the feedback the department can find out if there is a need for the employee to go for more training in customer service.

The four “smiley” boxes are for excellent, good, satisfactory and not satisfactory ratings.

The NRD started the pilot project at its headquarters and at its Kuching office two months ago.

“We found good response from the public and we are confident the system should work well in other branches,” Mohd Abdul Halim said.