ABU DHABI 19 January 2020: Dubai Electricity and Water Authority has been ranked first in the 2019 Government of Dubai Customer Happiness and Mystery Shopper Index with a score of 90.1%.
The Roads and Transport Authority (89.3%) came second and Dubai Health Authority (88.6%) came third.
The lowest-performing entities in the Index were Dubai Customs and Dubai Culture (81.8% each), Dubai Land Department (79.6%) and the Dubai Public Prosecution (77.8%).
The surveys are part of the Dubai Government Excellence Programme, which evaluates the service quality of various government entities.
Crown Prince of Dubai and Chairman of the Executive Council of Dubai H.H. Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, congratulated the top three entities.
He directed entities that those who scored below average in the Customer Happiness Index to submit plans to enhance the quality of their services.
The Crown Prince 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,” he added.
Sheikh Hamdan urged all government entities to use the lessons learned from the survey to improve customer happiness levels.
“The average Customer Happiness level achieved was 85.2%, Our goal is to reach 100%,” he said.
The results of the 2019 Government of Dubai Customer Happiness and Mystery Shopper Index were based on a survey of 24,000 people.