Nakheel Community Management (NCM) won two accolades at the Customer Happiness Summit and Awards in October 2022. NCM was recognised with the Happiest Residential Community of the Year Award, for Masakin Al Furjan community, in recognition of its commitment to nurture the happiness and well-being of its residents, as well as the Best Use of Digital and Social Media to Enhance Customer Happiness award, for excelling at customer experience by optimising digital and social media platforms to increase engagement and improve the customer journey and outcomes.

Now known as the happiest residential community in Dubai, the community management team at Masakin Al Furjan implemented a variety of initiatives to enhance the happiness journey of their residents. With a customer-centric vision, the team focused on developing collaborations and implementing events and initiatives with residents, based on ongoing feedback, engagement, and measuring customer experiences.

The digital team at Nakheel Community Management is pioneering technology-driven customer services, by implementing a multichannel approach to ensure that messages and essential information are being delivered to residents, with concerns constantly monitored online and raised for resolution or management by the community customer care team on the ground within a minimal period of time.

Francis Giani, Chief Community Management Officer at Nakheel, said: “Being recognised by the CHSA underscores our commitment to being community-focused, customer-centric, and technology technology-driven. Ensuring the happiness and prosperity of our residents is a top priority for NCM - we pride ourselves on creating communities where residents have a sense of belonging and engage with their neighbours, as well as keep them constantly updated on essential information. We are excited that we have the happiest community residents in Dubai, as well as having made communications easy for our residents in the digital age.

Jury member of the CHSA, Dr. Louise Lambert, Head of Happiness Research and Policy Design, Happinessmatters.org, said: “Happiness is vital to our overall wellbeing and a sense of belonging within one’s community plays an instrumental role in achieving this. Nakheel Community Management has demonstrated their commitment in keeping residents engaged digitally as well as feeling an essential part of their community, which is why these awards are well deserved.”

Elie Ghoussoub, resident of Masakin Al Furjan, said: “As a long-term resident at Masakin Al Furjan, this community personifies what it means to be part of something bigger, with a real sense of neighbourly belonging and residents coming together to interact, engage and support each other. Masakin Al Furjan is definitely the happiest community in Dubai, and a home for us here in the UAE.

These awards follow a string of successes for Nakheel Community Management, which also won the accolade of ‘Community Management Company of the Year’ as well as being a runner-up for the ‘Customer Happiness Award’, at the Smart Built Environment Awards (SBEA) in September 2023.

Seeking to acknowledge Gulf-based companies that excel in consistently and authentically understanding and delivering happiness to their customers, the CHSA held 23 categories under three classifications. Nominees were judged based on several criteria such as their strategy and execution of enhancing customer happiness; systems, standards, and metrics implemented within their strategy; the effectiveness and impact of their plan.