Dubai: Sheikh Hamdan lists govt entities with the happiest customers, employees

Employee happiness index in the Emirate reached 88%


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File. Image used for illustrative purpose
File. Image used for illustrative purpose

Published: Tue 18 Jan 2022, 5:17 PM

Last updated: Tue 18 Jan 2022, 10:51 PM

Customers of Dubai government departments have accorded an 86 per cent satisfaction rating for the services they received.

Dubai Police, Dubai Chamber and Dubai Customs achieved the highest customer satisfaction rates.

The Dubai Crown Prince on Tuesday also announced that the employee happiness index has clocked 88 per cent.

Employees of Dubai Police, Dubai Public Prosecution and General Directorate of Residency and Foreigners Affairs (GDRFA) were the happiest.

Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum said the two indexes are published annually to “enhance transparency and raise the level of services offered”.

“The basis of government work is serving the people,” he tweeted.


Results of the Government of Dubai Customer and Employee Happiness surveys have been shared with participating government entities to use them as a benchmark and continually strive to improve results. The scores are shared with the community every year on January 18.

Employee Happiness Index

• Dubai Police: 96.6%

• Public Prosecution: 94.7%

• GDRFA: 94.1%

Customer Happiness Index

• Dubai Chamber of Commerce and Industry: 91.9%

• Dubai Customs Department: 91.8%

• Dubai Police: 91.3%.

Instant Happiness Index

Throughout 2021, the Dubai Government Excellence Programme developed the customer happiness study, while separating the components on the 'mystery shopper' and 'society’s opinion' from it. This helped ensure that the customer happiness index can more closely reflect customers’ opinions and the extent of their happiness.

The programme continued to integrate the results of the instant happiness index for services provided through websites and smart applications, which is handled by the Dubai Digital Authority.

Last year, the Dubai Government Excellence Programme added 'institutional flexibility and speed of response to change, crises and emergencies' in government entities as a criterion to measure performance amid Covid.

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