Dubai Economy adopts Global Star Rating System for Services to enhance customer happiness

Dubai Economy announced the adoption of the ‘Global Star Rating System for Services’ for application across commercial establishments in the emirate in the presence of Ohood bint Khalfan Al Roumi, Minister of State for Happiness.

The rating system is one of the pioneering initiatives launched by the Government of Dubai in line with the directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President, Prime Minister and Ruler of Dubai, to establish a model for improving services and achieving customer happiness.

The minister affirmed that the implementation of the Global Star Rating System for Services in Dubai reflects the directives of His Highness Sheikh Mohammed Bin Rashid, to evolve an innovative concept and an integrated framework for service delivery and world-class service efficiency, thus providing an exceptional customer experience and establishing a model for improving services and achieving customer happiness.

"When His Highness launched the Global Star Rating System for Services, it was intended to motivate government entities to provide the best customer service similar to those offered in the hospitality, aviation and banking sectors, and to develop government work and service centres.

we see that the private sector has adopted the system and applied it to their facilities, demonstrating that excellence is now a standard for service quality and customer experience across commercial establishments in the country.

It also shows that the UAE has moved from customer satisfaction to customer happiness in the public and private sectors alike," Al Roumi said. The Minister added that the rating system will contribute to improved quality and efficiency of services across Dubai, and will enable businesses to have a scientific method to measure customer happiness.

"Commercial establishments can now strive for and achieve a superior rating, which in turn will increase customer confidence and lead to productive partnerships across industry sectors, attract investment and advance competitiveness of the national economy," she added.

Sami Al Qamzi, Director-General of Dubai Economy added that the Global Star Rating System has established specialised standards for certain categories of businesses for the first time, including major business centres and shops that were never classified before.

"The adoption of the Global Star Rating System for Services underlines the continued efforts of Dubai Economy towards attaining a level of excellence and leadership that will increase the emirate's competitiveness globally.

Our objective is to spread the culture of happiness and support the government in creating a model for happiness and positivity," said Al Qamzi.

Approximately 38,000 establishments from diverse sectors, including restaurants and cafes, speciality stores, supermarkets, commercial centres and businesses with five branches or more will be included in the first phase of the rating, Al Qamzi said.

"The system includes a set of standards covering 30 technical and service requirements, primarily relating to the efficiency and readiness of employees, prices and payment channels, service quality, facilities and design, and customer relations management."