Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai has announced the results of a ‘secret shopper’ initiative carried out at one of the UAE government’s service departments.
The ‘secret shoppers’ group were assigned at a number of service counters, which included the Mohammed bin Rashid Housing Establishment.
The report said that the chief executive of the establishment was present at the customer counter assisting staff on duty.
“Today, I received a group of secret shoppers’ reports, one of which was for the Mohammed bin Rashid Housing Establishment,” Sheikh Mohammed said on Twitter.
He added: “We found its CEO at the service counters, receiving customers, speeding up procedures, and contributing to clearing transactions. The secret shopper assured us that providing the service did not exceed five minutes. Thanks to the work team and to the CEO, Omar Bou Shehab.
“A message to all: The clients and the public are the reason for the entity’s existence and they are the reason for hiring its staff and their satisfaction with the services is an authentic right and a noble principle in the work of any entity.
“No matter how developed our country is, our eyes will continue to monitor the level of basic services provided to our citizens,” the Dubai ruler said.
UAE’s secret shopper initiative
Secret shoppers are commonly employed to evaluate the quality of services by covertly sending staff members to pretend as regular customers and directly experience what the general public goes through.
Sheikh Mohammed regularly employs secret shoppers to assess the services provided by government offices.
In 2020, the UAE Cabinet introduced an online application called UAE Mystery Shopper, which allows Emiratis and residents to rate their experiences with government services.
The application is accessible in eight languages and prompts users to share details about their encounters at government offices.
Developed by the UAE government, the app can be downloaded from Google Play or App Store, or users can opt to scan a QR code on the website.
Follow us on
