According to the report, issued by the Dubai Government Excellence Programme (DGEP), an initiative of the General Secretariat of The Executive Council, Dubai government entities achieved an average customer happiness rating of 93 percent, while the average employee happiness rating stood at 88 percent through 2023.
Sheikh Hamdan welcomed the results of the report, highlighting that the government’s constant efforts to improve its performance are in line with the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President, Prime Minister and Ruler of Dubai, to offer exemplary public services.
He congratulated entities that topped customer happiness reviews, with the Mohammed bin Rashid Housing Establishment (97.7 percent), the Dubai Electricity and Water Authority (96.7 percent) and the Dubai Corporation for Ambulance Services (96.1 percent) leading the way.
Sheikh Hamdan bin Mohammed also unveiled the findings of the mystery shopper study, which placed the level of happiness with government entities at an impressive average of 94.8 percent. Since the implementation of the new mystery-shopping model, there has been a significant improvement in the results, underscoring the commitment of government entities to align with the leadership's directives and prioritise customer happiness.
The 2023 results build on more than 20 years of progress, aiming to further align Dubai’s government with global best practices. The results of the three studies comprising the report – Customer Happiness, Employee Happiness, and Mystery Shopping – have logged consistent improvements year-on-year and measure up to the highest global standards.
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