Dubai says everyone’s happy. The numbers back it up

Dubai takes happiness seriously. The 2024 results for the government’s Customer and Employee Happiness Indices are in, and the numbers speak for themselves.

With customer happiness at 93.8%, employee happiness at 86.7%, and a Mystery Shopper score of 95.8%, Dubai is not just chasing happiness — it’s mastering it.

The annual report was approved by Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, deputy prime minister, minister of defense, and chairman of The Executive Council of Dubai.

“Under the vision and guidance of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Dubai continues to set new global standards in public service excellence," Sheikh Hamdan said, according to WAM. "The outstanding results in 2024 are a testament to the strength of our commitment to continuous improvement and excellence in service delivery.”

Top performers in 2024

The Mohammed Bin Rashid Housing Establishment led in both customer happiness (98.75%) and employee happiness (96.7%).

Other top performers in customer happiness included the Dubai Electricity and Water Authority (97.01%) and the Islamic Affairs and Charitable Activities Department (96.99%). For employee happiness, Awqaf Dubai (96.2%) and the General Directorate of Residency and Foreigners Affairs - Dubai (95.3%) rounded out the top rankings.

The 2024 Mystery Shopper survey recorded a near-perfect score of 95.8%, assessing government services across service centers, call centers, websites, and mobile apps. The findings provide actionable insights to enhance service delivery and operational excellence.

The Government of Dubai Customer and Employee Happiness Indices were compiled using an advanced online platform that tracks and compares performance. The platform offers in-depth insights, enabling government entities to identify areas for improvement and strategically target efforts to enhance service quality, WAM reported.

The 2024 results mark the 20th anniversary of the surveys, celebrating two decades of consistent progress in governance and service delivery. Over this period, the findings from the Customer Happiness, Employee Happiness, and Mystery Shopper surveys have solidified Dubai’s position as a global leader in public service.

“I congratulate the Mohammed Bin Rashid Housing Establishment for achieving the highest scores in both the Customer and Employee Happiness Indices," Sheikh Hamdan said. "The team’s ability to consistently rank among the top three for three consecutive years reflects its sustained commitment to delivering high-quality services while fostering an environment where employees and customers feel valued."

"I also congratulate the Dubai Electricity and Water Authority and the Islamic Affairs and Charitable Activities Department for excelling in customer happiness, and Awqaf Dubai and the General Directorate of Residency and Foreign Affairs-Dubai for their outstanding performance in employee happiness. These accomplishments exemplify the values of excellence and service that define the Government of Dubai.”