UAE government service centres are assessed under the Global Star Rating System for Services, whose evaluation reports include customer satisfaction surveys and mystery-shopper results. Federal entities also run the Happiness Meter, a three-face question asked right after each service.
Qmeter is a UAE-hosted feedback platform: counter kiosks, QR and SMS after the transaction, manager alerts, Arabic and English reports.
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.
A named person at Qmeter replies within one business day.
Three instruments look at the same service from different angles: a 2-to-7-star rating normally re-evaluated about every two years, a daily Happiness Meter and a national index. All three reward a centre that holds continuous, channel-by-channel evidence, not an annual survey.
Independent evaluation of the customer experience across service centres and, since 2019, contact centres, websites and apps. The 2023 cycle covered 124 channels of 25 federal entities. Evaluation reports include the results of a customer satisfaction survey and mystery shoppers.
Introduced in Dubai in 2014 and deployed across federal entities by 2019: a three-face question (happy, neutral, unhappy) answered right after the service on tablets in Customer Happiness Centres and on digital channels. It is a daily measure, not a periodic one.
Launched in 2016 under the Prime Minister's directives and applied at 432 Customer Happiness Centres of federal entities, later extended to online channels. It reads the whole journey, not one counter.
Exact scoring thresholds of the Star Rating System are not published; the authority is the Prime Minister's Office. What the public documents do make clear is the kind of evidence a centre should hold.
Counter, contact centre, website and app: one short satisfaction question right after the transaction, in Arabic and English, with the service and the counter attached to every answer.
The Happiness Meter is a daily measure. A centre that sees yesterday's results by service and by shift can correct a problem before it becomes a pattern in the assessor's survey.
An unhappy answer reaches a named manager, is resolved and documented. Timestamps, channel, service, response counts and the trend over the two-year cycle are what an assessor can audit.
Twelve yes/no questions on the evidence an assessor expects. 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.
Counter kiosks and tablets, QR codes on receipts and counters, SMS after the transaction, a widget on the entity's site and post-call SMS for the contact centre all feed one view: happiness by centre, by service, by employee and by hour, with yesterday's report in the manager's inbox at 08:00.
A low score opens a case automatically, routed to the floor supervisor with an SLA timer and an escalation chain. Closing it requires a root cause and the action taken. Every step is written to an audit trail the assessor, or the entity's own quality unit, can read.
Short answers; the details are on the linked pages and in writing on a technical call.
On a UAE-hosted Qmeter instance, or on the entity's own servers with on-premise deployment. Customer data does not have to leave the country.
Right-to-left Arabic interface for customers and staff, Arabic reports, and further languages for the resident population. See multilingual surveys.
Ratings are anonymous by default; contact details are collected only when the customer asks for a call back, with PII masking and audited reveal. See security.
One centre, one month, real counters. The same platform then extends to the other centres and to digital channels without a new project.
Short, factual answers. For your own centre, talk to a named person.
Public reporting states that all federal government entities had deployed the Happiness Meter by 2019, on tablets in Customer Happiness Centres and on digital channels. Emirate-level entities run their own programmes; Dubai introduced the meter in 2014.
UAE-hosted or on-premise: what IT and security ask before procurement.
→The counter and exit kiosk that captures the moment of service.
→Cases with owners, SLA timers, escalation and an audit trail.
→What the Digital Government Authority measures and how to hold the evidence.
→Qatar, Oman, Bahrain and Kuwait on one page.
→The full citizen feedback platform: collection, accountability, data sovereignty.
→Run Qmeter in one centre for a month: counter kiosks, QR, SMS and the closed loop, with daily results in Arabic and English. A named person at Qmeter replies within one business day.