Dubai Achieves Record Customer and Employee Happiness Ratings in 2024

Dubai’s Crown Prince, Sheikh Hamdan bin Mohammed bin Rashed Al Maktoum has ratified the year 2024 outcomes of the Dubai Government Customer and Employee Happiness Indices as well as the Mystery Shopper Study . It again shows that Dubai leads in the provision of excellent public services among the world’s cities.

Impressive Ratings in 2024
The 2024 survey results, released by the Dubai Government Excellence Programme (DGEP), reveal:

• Customer Happiness Index: 93.8%
• Employee Happiness Index: 86.7%
• Mystery Shopper Score: 95.8%

The above outstanding ratings leave a clear indication that Dubai has managing to provide excellent services as requested by the customers as well as encouraging its workforce.

Top-Performing Entities
Some organizations stood out, the Mohammed Bin Rashid Housing Establishment was leading in the level of Customer Happiness scoring 98.75 % as well as Employee Happiness with a score of 96.7 %. Other top performers include:

Customer Happiness: DEWA (97.01%), Islamic Affairs and Charitable Activities Department (IACAD) (96.99%).
Employee Happiness: Awqaf Dubai (96.2%) General Directorate of Residency and Foreigners Affairs Dubai (Shindagah, 95.3%).
Commitment to Excellence
Sheikh Hamdan extends his appreciation to the government of Dubai and the hard work of its teams; the governor highlighted the fact that Dubai government teams are the one who set the benchmarks for innovative customer-oriented governance. Pursuant to that, he directed DGEP to deepen the assessment approaches through involving customers and employees directly collecting service data.

Mystery Shopper Insights
The government-focused Mystery Shopper survey assesses service centres, call centres, websites, and mobile applications to gain guidance for enhancing governmental services.

20 Years of Progress
Measuring the overall degrees of happiness has been ongoing for twenty years, and Dubai has maintained its administration and quality of services since 2024. Many of these initiatives, as stated by Abdulla Mohammed Al Basti, Secretary General of The Executive Council enable Dubai to be set as a real international city with premier quality public service provisions.

Dubai continues to uphold the enhancement of progressive and sustainable public administration solutions with outstanding outcomes as the more significant part of the governmental excellence.