Johnson Controls Arabia has renewed its customer experience ISO certifications for the fifth consecutive year.
This makes it the first Saudi company to achieve this milestone. The achievement follows a detailed evaluation of its service operations.
Specifically, the renewal covers four distinct international standards. These include ISO 10001 for code of conduct, ISO 10002 for complaint handling, ISO 10003 for dispute resolution, and ISO 10004 for customer satisfaction monitoring. Consequently, the company has established a structured framework for managing client relations.
Five Years of Customer Experience ISO
Maintaining these customer experience ISO standards requires continuous monitoring of service delivery.
The independent audit, which was conducted by LRQA, verified the maturity of the company’s management systems across its regional offices. Furthermore, assessors reviewed how service quality integrates across all operational departments.
“Achieving this milestone for the fifth consecutive year shows the culture we have built across JCA, where customer satisfaction is a shared responsibility embraced by every team member.”
Dr. Mohanad AlShaikh, CEO of Johnson Controls Arabia
In addition, the company continues to focus on local manufacturing within the economy sector.
Dr. AlShaikh stated that the organization remains committed to creating value. Meanwhile, a regional workforce of over 2,900 employees actively supports these service goals across five different countries.
Audit Results and Performance Metrics
During 2025, the company recorded specific performance metrics to evaluate its service standards.
Notably, the customer service team achieved a 99.31% call answer rate. In addition, the team maintained a 99.61% compliance rate with its established service-level targets.
These operational efforts resulted in a Net Promoter Score of +86. This score indicates high levels of customer satisfaction and loyalty. As a result, the company has demonstrated the effectiveness of its customer experience ISO protocols.
Leadership Perspectives on Service Quality
The audit by LRQA highlighted the company’s governance framework and leadership engagement.
Specifically, the evaluation confirmed that customer feedback is integrated into performance management. Therefore, the company can address service issues systematically.
The organization uses advanced apps and digital tools to track customer interactions. This technology allows the service teams to resolve disputes and handle complaints with minimal delay. Consequently, the company maintains its compliance with international standards.
Alignment with Saudi Vision 2030
The company’s localized manufacturing operations contribute directly to Saudi Vision 2030.
By expanding local content and industrial capabilities, the firm supports national economic objectives. Furthermore, these initiatives help develop local talent in specialized technical fields.
Looking ahead, the company plans to invest further in smart devices and service technologies. These investments will help maintain high satisfaction levels. Ultimately, the firm aims to set new benchmarks for service quality in the regional market.
