UAE Mystery Shopper Program Empowers Residents to Rate Government Services and Share Feedback
Dubai’s efforts to enhance customer service within government entities have taken a significant step forward with the introduction of the UAE Mystery Shopper program. Launched in 2020 by His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE, this initiative allows residents to evaluate and provide feedback on government services.
The Mystery Shopper app serves as a platform for the public to rate the performance of various government entities, thereby promoting accountability and transparency. Available in eight languages—Arabic, English, Urdu, Hindi, Spanish, Chinese, French, and Russian—the app is accessible to both citizens and residents.
Background of the Mystery Shopper Initiative
The concept of mystery shopping is not new to the UAE; it has been in practice since 1990. Sheikh Mohammed emphasized the program’s evolution, stating that it has transformed into a comprehensive approach to improving government services. This initiative aligns with the UAE’s broader goals of enhancing customer satisfaction and service quality across various sectors.
Eligibility Criteria for Participation
To participate in the Mystery Shopper program, individuals must meet specific criteria set by the Mohammed Bin Rashid Smart Majlis, a platform dedicated to innovative ideas and public feedback. The requirements include:
- Being a UAE citizen or a resident for at least five years.
- Being at least 21 years old.
- Demonstrating good conduct and behavior.
- Having a commitment to positive change and public interest.
- Exhibiting integrity and a sense of responsibility.
- Being able to dedicate time to social responsibility.
Responsibilities of a Mystery Shopper
Participants in the Mystery Shopper program are expected to undertake several responsibilities, which include:
- Engaging in daily life interactions to assess government services.
- Observing and documenting best practices within various sectors.
- Reporting on both positive experiences and areas needing improvement.
- Identifying exemplary government employees who embody the UAE’s values.
- Documenting any negative practices that do not align with national standards.
Mystery Shoppers are also required to adhere to best practices while evaluating services, such as:
- Reporting incidents promptly with supporting evidence while respecting privacy.
- Engaging only through the designated platform without direct communication with entities.
- Maintaining objectivity and confidentiality in their assessments.
How to Participate in the Mystery Shopper Program
Residents interested in becoming Mystery Shoppers can do so through two primary methods:
1. UAE Mystery Shopper App
- Download the app from the Google Play Store or Apple App Store.
- Register with personal details and select a preferred language.
- Enable location access to find the nearest government service center or search manually within the app.
- Rate the experience using a star system based on factors such as location, waiting time, employee friendliness, and service efficiency.
- Provide specific feedback, which will be sent directly to relevant authorities to help improve services.
2. WhatsApp Feedback
For those who prefer not to use the app, feedback can also be submitted via WhatsApp:
- Save the contact number 04 7771000.
- Choose a preferred language from the available options.
- Select the government entity to review.
- Respond to prompts regarding the service used and provide feedback, including any supporting documentation.
Government Services Eligible for Review
The Mystery Shopper program allows feedback on 31 different government entities, including:
- Ministry of Interior
- Ministry of Human Resources & Emiratisation
- Ministry of Health & Prevention
- Ministry of Foreign Affairs & International Cooperation
- Ministry of Education
- Ministry of Justice
- Ministry of Community Development
- Ministry of Economy
- Ministry of Climate Change & Environment
- Ministry of Energy and Infrastructure
- Ministry of Finance
- Ministry of Culture and Youth
- Ministry of Industry and Advanced Technology
- Federal Authority for Identity, Citizenship, Customs and Port Security
- Etihad Water and Electricity
- Emirates Post Group
- General Pension and Social Security Authority
- Federal Tax Authority
- General Authority of Islamic Affairs and Endowments
- Zakat Fund
- Telecommunications and Digital Government Regulatory Authority
- Securities and Commodities Authority
- Central Bank of the United Arab Emirates
- General Authority of Sports
- General Civil Aviation Authority
- Emirates Schools Establishment
- Emirates Health Services
- Higher Colleges of Technology
- Zayed University
- United Arab Emirates University
- Federal Authority for Government Human Resources
The UAE Mystery Shopper program represents a significant initiative aimed at fostering a culture of accountability and excellence in public service. By empowering residents to share their experiences, the program not only enhances service delivery but also strengthens the relationship between government entities and the public.
Source: www.emirates247.com
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Published on 2026-07-24 10:29:00 • By the Editorial Desk
