Revealed: Customer service score of Dubai government agencies

We now know how government entities in Dubai are faring when it comes to customer service.

The best and worst-performing departments have been revealed, thanks to the Customer Happiness Index and mystery shopper surveys carried out last year.

Dubai Electricity and Water Authority (DEWA) topped the index with an approval rating of 90.1 per cent, followed by the Roads and Transport Authority (89.3 per cent) and the Dubai Health Authority (88.6 per cent).

At the bottom of the list were Dubai Public Prosecution (77.8 per cent), Dubai Land Department (79.6 per cent) and Dubai Customs/Dubai Culture (81.8 per cent).

The top 3 best-performing entities are @DEWAOfficial, @rta_dubai and @DHA_Dubai. The 3 lowest-performing rankings are @DubaiCustoms and @DubaiCulture sharing a position, followed by @Land_Department and @DubaiPP.

— Hamdan bin Mohammed (@HamdanMohammed) January 18, 2020

المراكز الأولى حققتها كل من هيئة كهرباء ومياه دبي وهيئة الطرق والمواصلات وهيئة الصحة والمراكز الثلاث الأخيرة بالترتيب هي جمارك دبي، وهيئة دبي للثقافة والفنون بالتساوي ودائرة الأراضي والأملاك، والنيابة العامة. pic.twitter.com/ALJL910Y3s

— Hamdan bin Mohammed (@HamdanMohammed) January 18, 2020

All under-performing entities have been handed two weeks to submit a plan to improve their ratings.

His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Dubai Crown Prince and Chairman of Dubai Executive Council said that he would "personally follow up" on the progress reports.

Over the next two weeks, the entities that scored below average in the Customer Happiness Index must submit development plans for their programs and services, and I will personally follow up on progress reports.

— Hamdan bin Mohammed (@HamdanMohammed) January 18, 2020

We announced in September 2019 that we would reveal the results of the Customer Happiness Index & our mystery shopper findings with full transparency. Today, I congratulate the government entities that have excelled and have demonstrated their quality services.

— Hamdan bin Mohammed (@HamdanMohammed) January 18, 2020