Dubai announces 90% of its customers are ‘Happy’

By Angel Chan

DUBAI 27 January 2019: Smart Dubai has revealed the results of Happiness Index 2018, where the emirate scored 90% for customer happiness levels during interactions with government and private sector entities.

The entities with the highest happiest levels under the Large Government Entities category were:

  • Dubai Electricity and Water Authority with 94.87%
  • Dubai Police with 87.16%, and
  • Roads and Transport Authority & Dubai Municipality with 84% each

As for the Medium-Sized Government Entities with More Than 20,000 Votes category:

  • Dubai Customs came in first with 97.49%, followed by the
  • Dubai Land Department with 81.65% and
  • Dubai Courts with 76.99%

Meanwhile, in the Medium-Sized Government Entities with Less Than 20,000 Votes category, the

  • Knowledge and Human Development Authority came in first with 91.70%
  • General Civil Aviation Authority came in second with 88.83%, and
  • Awqaf and Minors Affairs Foundation came in third with 82.72%

In the Private Sector Category,

  • Al Masraf Arab Bank for Investment & Foreign Trade came out on top, followed by
  • RAK Bank and
  • Joyalukkas Exchange

The number of votes cast by customers at government and private sector entities in 2018 totaled 8 million, collected from 172 institutions that have deployed Happiness Meters at customer centres and online platforms. The institutions comprise 43 government entities and 129 private companies. The Happiness Meter can be found in 960 service centres across the city, as well as 273 websites and smart applications.

Dr Aisha Bint Butti Bin Bishr, Director General of Smart Dubai, said: “The Happiness Index is an essential instrument that provides access to feedback from Dubai’s residents and visitors about happiness levels when conducting experiences across the city.

We are committed to continuously developing and improving Government services, in an effort to further improve Dubai’s Happiness Index score. Our ultimate goal is to raise our happiness levels to 95% by 2021, in line with the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE, Ruler of Dubai.”

Two Metrics

Two separate metrics were used to calculate the Happiness Index score, namely: rate of interactions with the Happiness Meter on smart channels, which accounts for 30% of the total score, and customer votes at service centres, which account for 70%.

The results were then split into four main categories: Large Government Entities with a high volume of customers, Medium-Sized Government Entities with More Than 20,000 Votes; Medium-Sized Government Entities with Less Than 20,000 Votes, and Private Sector Entities.



Dubai Gazette