Dubai Electricity & Water Authority (DEWA) | Customer Results

• DEWA achieve 97.9% in Digital Dubai’s Instant Happiness Meter for 2021.
• DEWA in 2021 achieve the Highest Score worldwide for the third consecutive year in The International Customer Experience Standard (ICXS2019) 100%.

DEWA Customer Experience Results 2021 – Digital Channels:

1. DEWA Website

• General Trust 94.30%
• Overall Satisfaction 95.20%
• Overall Service Quality Level 94.60%

2. DEWA Smart Application

• General Trust 95.80%
• Overall Satisfaction 95.60%
• Overall Service Quality Level 94.80%

DEWA Customer Experience Results (Q1-2022) – Customer Happiness Centers (Self-Service):

1. Head Office

• General Trust 100.00%
• Overall Happiness 99.80%
• Overall Service Quality Level 99.30%

2. Al Qouz

• General Trust 100.00%
• Overall Happiness100.00%
• Overall Service Quality Level 100.00%

3. Ibn Battuta

• General Trust 100.00%
• Overall Happiness 100.00%
• Overall Service Quality Level 100.00%

4. Burj Nahar

• General Trust 100.00%
• Overall Happiness 100.00%
• Overall Service Quality Level 99.80%

5. Al Twar

• General Trust 100.00%
• Overall Happiness 100.00%
• Overall Service Quality Level 99.90%

DEWA Customer Experience Results 2021 – Consumer Services:

1. Electricity & Water Management Services

• General Trust 96.10%
• Overall Satisfaction 95.70%
• Overall Service Quality Level 94.70%

2. Sustainability & Consumption Management Services

• General Trust 95.30%
• Overall Satisfaction 98.20%
• Overall Service Quality Level 96.10%

3. Billing Services

• General Trust 96.30%
• Overall Satisfaction 95.60%
• Overall Service Quality Level 94.70%

DEWA Mystery Shopper Results (Q1-2022) – Digital Channels:

• DEWA Website 99.9%
• DEWA Mobile Application 99.9%
• DEWA Customer Care Center (Email) 97.3%
• DEWA Customer Care Center (Call) 98.2%

DEWA Mystery Shopper Results (Q1-2022) – Customer Happiness Centers (Self-Service):

• Overall Customer Happiness Centers 99.4%
• Head Office 99.3%
• Al Qouz 99.5%
• Burj Nahar 99.9%
• Al Twar 99.7%
• Ibn Battuta 98.8%

DEWA Accessibility Results 2021:

• DEWA Website 100%
• DEWA Mobile Application 10/10