Dubai Electricity & Water Authority (DEWA) | Customer Results

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