The UAE Government launched the Global Star Rating System in 2011 aiming to bring about a quantum leap in the efficiency of government services as per global standards. This system rates service channel on a scale of 2 to 7 stars based on the outcome of independent evaluation and assessment of customer experience. The result of the evaluation is recorded in the assessment report which highlights the strengths and weaknesses of the channel. More than 1000 service channel have been assessed until the end of 2021.
Services channels are evaluated once every two years and given a classification and evaluation report, which includes results of the customer satisfaction survey and mystery shoppers. If there is a significant deviation in the level of the service, the channel assessment will be reviewed again with a possibility to change the previous assessment.
Our Star Rating standards reflect the highest levels of service delivery and facility assessment in the industry worldwide. Our focus is excellence in customer experience and service delivery.
Among other benefits, the program grants partners visibility in their annual Star Rating evaluation results, highlighting their points of strength and areas of improvement.
The 8 pillars form the basis of the main criteria used in the assessment. These pillars are in turn supported by 35 elements and 315 questions that are assessed based on the maturity level (Basic – developing – maturing - leading).
In parallel, customer happiness and mystery shopping measurements and employee happiness scores are taken to ensure considering the stakeholder’s voice during the assessment process.
Customer happiness reflects a Proud Employee, Dedicated Team, Positive & Proactive Customer
Learn all about the Global Star Rating System for Services and how it improves both customer and employee loyalty and satisfaction/happiness through smart and innovative methods.
Learn more about the assessment service life cycle, the star rating for services framework and how it can help in delivering a great customer experience.
Learn more how our training services focus on evolving a culture of intuitive, engaged team members, allowing the personality of the service delivery channels to shine.
The UAE Government launched the Global Star Rating System in 2011 aiming to bring about a quantum leap in the efficiency of government services as per global standards. This system rates service channel on a scale of 2 to 7 stars based on the outcome of independent evaluation and assessment of customer experience.