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Customers Results

DEWA Customer Experience Results – 2022

Digital Channels
DEWA Website
General Trust
Overall Happiness
Overall Service Quality Level
DEWA Smart App
General Trust
Overall Happiness
Overall Service Quality Level

DEWA Customer Experience Results – (Q3-2023)

Customer Happiness Centers (Self Service)
Head Office
General Trust
Overall Happiness
Overall Service Quality Level
Al Qouz
General Trust
Overall Happiness
Overall Service Quality Level
Ibn Battuta
General Trust
Overall Happiness
Overall Service Quality Level
Burj Nahar
General Trust
Overall Happiness
Overall Service Quality Level
Al Twar
General Trust
Overall Happiness
Overall Service Quality Level

DEWA Customer Experience Results - 2022

Consumer Services
Electricity and Water Management Services
General Trust
Overall Happiness
Overall Service Quality Level
Sustainability & Consumption Management Services
General Trust
Overall Happiness
Overall Service Quality Level
Billing Services
General Trust
Overall Happiness
Overall Service Quality Level

DEWA Mystery Shopper Results

DEWA Website
100%
Q3-2023


DEWA Smart App
100%
Q3-2023


Customer Care Centre (Email)
98.6%
Q3-2023


Customer Care Centre (Calls)
98.7%
Q3-2023


Customer Happiness Centres
99.7%
Q3-2023


Al Qouz
Al Twar
Burj Nahar
Head Office
Ibn Battuta Mall

DEWA Accessibility Results

DEWA Website Accessibility Evaluation
DEWA App Accessibility Evaluation

Initiatives


Based on DEWA strategic directions and voice of customer DEWA launched various initiatives as follows:

D33 Industry Friendly Power Policy

Building on Dubai Economic Agenda D33 which aims to propel Dubai’s economic growth and solidify its position among the top global cities,

A Leading Hub for the Metaverse

DEWA is the 1st local government entity to launch its DEWAverse platform using the Metaverse technology.

Consumption Assessment Tool

A smart tool to help you assess your electricity and water consumption to gain a better understanding of your home consumption pattern and make smart decisions.

Dubai EV Community Hub

This website centralises the latest information regarding electric vehicles in Dubai.

Smart Grid

The Smart Grid programme, an investment of AED 7 billion, offers advanced automated decision-making features across DEWA’s electricity and water network.

Smart Living

The new “Smart Living” initiative helps customers to monitor and conserve their consumption easily and make smart decisions for a happier life.

Amazon Alexa

In line with its efforts to improve its digital experience, DEWA is the first government utility in the world to provide its smart services on Amazon’s Alexa in Arabic.

Inclusion and Empowerment of People of Determination

DEWA has launched leading initiatives to empower People of Determination, through targeted strategies, achieving the goals of UAE policy for POD Empowerment.

DEWA & Expo 2020

DEWA is the Official Sustainable Energy Partner of Expo 2020 Dubai and will provide this global event with electricity and water from October 2020 to April 2021.

MBR Solar Park

MBR Solar Park is the largest single-site solar park in the world, with a planned capacity of 1,000MW by 2020, and 5,000MW by 2030.

Dubai 10X

DEWA adopts 10X initiative to deliver a new utility experience for Dubai and the world, focusing on four pillars: Solar Energy, Energy Storage, Artificial Intelligence and Digital services.

SOQOOR Program

SOQOOR Program is a performance-based recognition award program for a specific segment of DEWA Customers (Contractors and Consultants performing non-DEWA projects) for other project owners, aiming at enhancing the quality of applications’ submission and site operations on DEWA level.

Al Namoos

This service provides electricity connections in just one-step within 5 days, with no connection charges for commercial and industrial projects up to 150 kW.

Digital DEWA

The world’s first digital utility utilizing autonomous systems for renewable-energy, storage, expansion in Artificial Intelligence adoption and providing exceptional digital services.

Shams Dubai

DEWA’s first smart initiative to connect solar energy to buildings, part of the Distributed Renewable Resources Generation programme.

EV Green Charger

EV Green Charger is a DEWA pioneering initiative to establish the infrastructure and build electric vehicle charging stations.

Smart Applications

Smart Applications provide through Smart Meters and Grids various benefits to DEWA customers, including live and detailed reading (both current and historical).

Green Dubai

Green Dubai is DEWA’s initiative to empower customers to make sustainable choices for a greener planet.

DEWA Store

DEWA Store is the first of its kind among government entities, providing exclusive offers and discounts to customers, in cooperation with public and private sectors.

Green Ribbon Pledge

Green Ribbon Pledge is an initiative that aims to educate and inspire the residents of Dubai to conserve energy and reduce water consumption.

My Sustainable living

Unique programme enabling customers to check, compare and monitor electricity and water consumption in comparison with efficient similar homes.

Noor & Hayat

are the new characters that symbolize for electricity and water, that aims to establish the concept of conservation among the younger generations.