
Sheikh Hamdan approves satisfaction ratings for 2024
Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, UAE Deputy Prime Minister and Minister of Defence, and Chairman of the Dubai Executive Council, has endorsed the results of Dubai’s customer and government employee satisfaction ratings for 2024. The results of the secret shopper survey were also released.
The annual report was published as part of the Dubai Government Performance Excellence Programme (DGEP).
The report showed that the average customer satisfaction rating for 2024 was 93.8 per cent, civil servants‘ satisfaction rating was 86.7 per cent and the Secret Shoppers’ rating was 95.8 per cent for Dubai government agencies, according to a statement from Emirates News Agency.
Sheikh Hamdan instructed the DGEP implementation team to improve evaluation mechanisms by incorporating customer and employee feedback into institutional evaluations.
This approach is in line with the government’s performance improvement model and ensures inclusiveness. The results will be presented at the DGEP awards ceremony.
The top organisations in terms of customer satisfaction in 2024 were Mohammed Bin Rashid Housing Establishment with a rating of 98.75%, Dubai Electricity and Water Authority with 97.01% and the Department of Islamic Affairs and Charities with 96.99%.
In terms of employee satisfaction, Mohammed Bin Rashid Housing Establishment ranked first with 96.7 per cent, followed by Awqaf Dubai with 96.2 per cent and General Directorate of Residency and Foreign Affairs – Dubai with 95.3 per cent.
The mystery shopper survey, which recorded a customer satisfaction rate of 95.8%, assesses the quality of government services provided at service centres, call centres, websites and mobile applications.
The results of the evaluation provide practical ideas for maintaining and improving the quality of performance.
The customer and civil servant satisfaction indices were compiled using an online platform that tracks the performance of government agencies.
The survey results were published for the 20th time and highlight progress in the organisation and delivery of public services.
The results of the Customer Satisfaction Rating, Employee Satisfaction Rating and Mystery Shopper surveys have contributed to Dubai’s leading position in public administration.
Source: Arabian business