The Digital Government Authority's Digital Experience Maturity Index assesses government digital platforms every year on four pillars: beneficiary satisfaction, user experience, complaints handling, and technologies and tools. Continuous feedback, closed complaints and in-Kingdom data are the evidence those pillars ask for.
Qmeter collects that evidence on digital and physical channels, hosted in Saudi Arabia or on the entity's own servers.
Qmeter runs visitor feedback for public cultural institutions in Abu Dhabi and customer feedback for banks and service networks across the Gulf and the Caucasus, in Arabic and English.
A named person at Qmeter replies within one business day.
The Digital Government Authority launched the index in 2022; the 2026 edition covered 59 platforms with more than 805,500 survey participants. The public results name the pillars; the detailed scoring method is the Authority's own.
Measured through the Authority's "Evaluate Your Digital Experience" survey, with participation more than doubling between the 2025 and 2026 editions. An entity that asks its own beneficiaries after every transaction is not surprised by the national survey.
Two of the four pillars concern how the service feels and what happens when something goes wrong. Both need a record: who complained, who owned it, how long it took, whether the beneficiary confirmed the fix.
The Personal Data Protection Law, supervised by SDAIA, restricts transfers of personal data outside the Kingdom to defined cases. Feedback that includes contact details is personal data; hosting it in Saudi Arabia removes the question.
Not a one-off survey before the assessment, but a running record, Arabic first and within the Personal Data Protection Law.
Portal, app, contact centre and service counter: one short question in Arabic and English right after the service, tagged with the service and the channel.
Every low rating or complaint opens a case with a named owner and a deadline; closing requires the cause and the action; the beneficiary is asked whether it was fixed.
A dashboard the service owner reads weekly and a report the leadership reads monthly, so the trend is known before the index is published.
Twelve yes/no questions. You get a score, the gaps and the next steps; the report can be sent to your e-mail.
Real screens from a demonstration tenant; the names are illustrative.
Portal and app widgets, SMS after a transaction, QR at the counter and kiosks in the service hall all write to one dashboard: satisfaction by service, by channel, by region and by day, in Arabic and English, with a scheduled report for the service owner.
A low rating opens a case automatically. The queue shows every open complaint with its service, owner, priority and how much of the deadline has elapsed. After closure the beneficiary is asked whether the problem was solved; the recovery rate is a tracked figure.
Short answers; details in writing on a technical call.
On a Qmeter instance hosted in Saudi Arabia, or on the entity's own infrastructure with on-premise deployment. Personal data in feedback can stay inside the Kingdom.
Ratings are anonymous by default; contact details are collected only when the beneficiary asks to be contacted, with PII masking, audited reveal and deletion workflows. See security.
Arabic interface for beneficiaries and staff, Arabic reports, English and further languages for residents. See multilingual surveys.
API and webhooks connect ratings and cases to the entity's portal, CRM or case system. See integrations.
Short, factual answers. For your own entity, talk to a named person.
According to the Digital Government Authority's published results, four pillars: beneficiary satisfaction, user experience, complaints handling, and technologies and tools. The 2026 edition assessed 59 government digital platforms and reported an overall maturity of 87.06%.
What UAE service centres must collect continuously.
→Post-service surveys through Sharek and what entities measure themselves.
→Oman, Bahrain and Kuwait on one page.
→The platform inside the entity's own infrastructure.
→Cases with owners, SLA timers, escalation and an audit trail.
→The full citizen feedback platform.
→Run Qmeter on one service for a month: Arabic/English feedback on every channel, complaints handled to closure, data inside the Kingdom. A named person at Qmeter replies within one business day.