Dubai Customs Launches “Mestanis” Campaign to Measure Customer Satisfaction

The new service has been launched in response to H.H. Sheikh Mohammed bin Rashid’s vision to measure customer happiness with government services.

Dubai Customs announced the launch of “Mestanis” campaign, in which customers can rate their experience regarding the services provided to show if they are happy or not. Dubai Customs plans to implement the evaluation system across all custom centers, DC web portal, smart mobile applications, and smart utilities at service centers. For effective feedback, “Happiness Meter” will feature across all online services with three point rating.

H.E Ahmed Mahboob Musabih, Director of Dubai Customs said that the initiative has been launched to turn the vision of H.H Sheikh Mohammed bin Rashid into reality. The vision includes the provision of services 24/7 and 365 days a year. He further added that the organization has ensured the full capacity adoption of the “Happiness Meter”. The project involves installing 207 smart tablets across the region so that the evaluation tool is accessible to all customers.

The evaluation will help Dubai Customs determine what aspects of the service are important for people and would help them deliver better customer experience.

According to a survey conducted by the Executive Council, the implementation of various new procedures and services by Dubai Customs has helped increase satisfaction rate to 91.2% in 2014 from 89.2% in 2013.

The launch event was attended by Juma Al Ghaith, Executive Director of Customs Development Division, Abdullah Mohammed Al Khaja, Executive Director of Customer Management Division, Butti Al Jumairi, Executive Director of Human Resources, Administration and Finance Division, in addition to Dubai Customs officials.