Dubai's Government Stars Shine in Satisfaction Rankings
Sheikh Hamdan Announces Dubai's Top Government Entities
Dubai's government organizations have achieved outstanding results in customer and employee satisfaction, with the latest reports showing an average customer satisfaction index exceeding 90%. The 2024 Customer, Employee, and Mystery Shopper Satisfaction Study, approved by Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Dubai's Crown Prince and UAE Minister of Defense, highlighted the performance of various entities that exemplify Dubai's government excellence.
Outstanding Customer Satisfaction
According to the study, the Mohammed bin Rashid Housing Establishment (MBRHE) ranked first in the customer and employee satisfaction index, with an impressive score of 96.7%. This result reflects the continuous improvement of service quality and a precise understanding of the residents' needs.
The Dubai Electricity and Water Authority (DEWA) claimed the second spot on the customer satisfaction list with a score of 97.01%, while the Islamic Affairs and Charitable Activities Department (IACAD) secured third place with a 96.99% rating.
Employee Satisfaction
Employee satisfaction indicators are also remarkable. Awqaf Dubai secured second place with a score of 96.2%, reflecting the organization's focus on employee well-being and development opportunities. The General Directorate of Residency and Foreigners Affairs (GDRFA) took third place with a 95.3% satisfaction index, demonstrating the strength of workplace culture and employee support.
Mystery Shopper Survey: The Standard of Comprehensive Quality
The 2024 Mystery Shopper Survey achieved an outstanding average satisfaction result of 95.8%. This index serves as a comprehensive measure of the quality of government services, including service centers, customer service lines, websites, and mobile applications.
The survey plays an essential role in maintaining governmental excellence by collecting feedback based on real customer experiences. This allows different entities to identify areas for improvement and respond quickly to population needs.
Average Satisfaction Indexes
The report highlighted the following key results:
1. Customer Satisfaction: 93.8%
2. Employee Satisfaction: 86.7%
3. Mystery Shopper Index: 95.8%
Sheikh Hamdan's Acclamation
Sheikh Hamdan emphasized that these results reflect the commitment of Dubai's governmental entities to continuously enhance the satisfaction of residents and employees. He added that Dubai aims to offer the world's best government services, which are bolstered by ongoing innovation and outstanding performance.
Future Outlook
The study's results were presented under the Dubai Government Excellence Programme (DGEP), which annually assesses the performance of governmental organizations. Alongside outstanding results, this data contributes to Dubai's strengthening of its global position as a leader in governmental innovation and efficiency.
These results clearly demonstrate that Dubai's governmental organizations set an example for the world not only in meeting residents' needs but also in ensuring employee satisfaction.
