DEWA, RTA top Dubai's 2019 Customer Happiness survey

DEWA, RTA top Dubai's 2019 Customer Happiness survey
DEWA, RTA top Dubai's 2019 Customer Happiness survey
Published: 19 January 2020 - 9:30 a.m.

The Crown Prince of Dubai, and Chairman of The Executive Council of Dubai HH Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum reviewed the results of the 2019 Government of Dubai Customer Happiness and Mystery Shopper Index surveys, which showed the Dubai Electricity and Water Authority (DEWA) and Dubai’s Roads and Transport Authority (RTA) score the highest on customer happiness.

The surveys are part of the Dubai Government Excellence Programme, which evaluate the service quality of various government entities.

The results of the 2019 Government of Dubai Customer Happiness and Mystery Shopper Index were based on a survey of 24,000 people.

DEWA was ranked first in the 2019 Government of Dubai Customer Happiness and Mystery Shopper Index with a score of 90.1%, while Dubai’s RTA came in second with a score of 89.3%, followed by the Dubai Health Authority with a score of 88.6%.

The lowest-performing government entities in the Index were Dubai Customs and Dubai Culture, which scored 81.8% each, followed by the Dubai Land Department with a score of 79.6%, and the Dubai Public Prosecution with a score of 77.8%.


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DEWA was ranked first in the 2019 Government of Dubai Customer Happiness and Mystery Shopper Index

HH Sheikh Hamdan congratulated the top three entities identified as the best performers in the Index, and directed entities that scored below average in the Customer Happiness Index to submit plans to enhance the quality of their services, according to the state-run Dubai Media Office.

Commenting on the results, HH Sheikh Hamdan said: “As part of the vision of HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, constantly enhancing excellence is the main focus of the government’s work. Ensuring the happiness of the people is an objective that the government does not compromise on.”

HH Sheikh Hamdan added: “The average Customer Happiness level achieved was 85.2%. Our goal is to reach 100%. A government led by His Highness Sheikh Mohammed bin Rashid Al Maktoum should demonstrate exceptional service and settle for nothing less than top rankings across all indicators.”

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