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Sun 19 Jan 2020 09:30 AM

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DEWA comes out on top in Dubai Customer Happiness survey

Dubai Customs, Dubai Culture, Dubai Land Department and Dubai Public Prosecution among lowest performing government entities

DEWA comes out on top in Dubai Customer Happiness survey

DEWA scored a 90.1 percent rating in the survey of 24,000 people, which evaluated service quality of various government entities. 

Dubai Electricity and Water Authority (DEWA) has ranked first in the Government of Dubai Customer Happiness and Mystery Shopper Index for 2019.

DEWA scored a 90.1 percent rating in the survey of 24,000 people, which evaluated service quality of various government entities. The Roads and Transport Authority (RTA) came second (89.3 percent) and Dubai Health Authority (88.6 percent) claimed third spot.

Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai and chairman of the Executive Council, said: “We must all work together to make Dubai the happiest city in the world. I call on all government entities to boost efforts to improve team spirit and meet the aspirations of customers in line with the highest international standards and best practices.”

The lowest-performing entities in the index were Dubai Customs and Dubai Culture (81.8 percent each), Dubai Land Department (79.6 percent) and the Dubai Public Prosecution (77.8 percent).

"The average Customer Happiness level achieved was 85.2 percent, our goal is to reach 100 percent. 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," added Sheikh Hamdan.

The bodies which scored below average in the index have been ordered to submit plans detailing how they intend to improve the quality of the service provided.

The surveys are part of the Dubai Government Excellence Programme.

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