Dubai Land Department Leads in Customer Satisfaction Dubai: 14 May, 2007 - The Dubai Land Department topped the customer satisfaction category with a score of 74 per cent at the Dubai Government Excellence Programme (DGEP) Awards 2006-2007. The Department of Civil Aviation came second with 73.5 per cent, followed by the Department of Tourism & Commerce Marketing with 72.8 per cent. Other departments scored in the range of 69.1 to 70.8 per cent. For the first time this year, the programme conducted an opinion poll to support its monitoring of public opinion about the level of services provided by Dubai government departments. Launched in February, in collaboration with a leading specialised international organisation, the poll was the first of its kind in the region. Targeting various nationalities living in Dubai, the bilingual poll was also conducted online to widen the participation base. Over 5,000 people representing different social groups took part. The survey measured the quality of communication with government departments in the past six months, and the effectiveness of government officials in dealing with customers, as well as communication at the managerial level. In addition to the poll, the assessment gauged customer feedback and included on-site visits to department headquarters and offices. The DGEP's "Mystery Shopper" programme dispatched qualified monitors who assessed the quality of service in compliance with international standards. The DGEP's "Mystery Shoppers" conducted over 1,500 visits compared to 1,200 last year, reflecting the importance DGEP attaches to measuring the true level of service. The Mystery Shopper programme helps government departments to identify areas for improvement and increase their efficiency to mirror the vision and strategic goals of the Dubai government. Back