YouGov Launches UAE eGov Satisfaction Survey

YouGov has launched an eGov Satisfaction Survey (eGSS) in the United Arab Emirates, in order to monitor how UAE nationals and expats view the online services they receive from public institutions.

Conducted every six months, the eGSS will evaluate eService performance across the police, transport authority, health authority, authority for residence, municipalities, electricity and water companies, and Salik - Dubai's electronic road toll collection system. This list will be expanded in the next research wave to include all public institutions in the country.

Satisfaction is gauged using six standard questions and concentrated into one measure, the eGSI (eGovernment Satisfaction Index). This combines satisfaction with service and policy, recommendation, recent improvement, relative performance and trust, in order to produce a synthetic KPI which makes it easier to track and monitor every institutional web site in the UAE.

In addition, the survey includes a segmentation of customers based on their level of satisfaction, and facilitates the development of action plans that increase or maintain the satisfaction of each target segment through a behavioural predictive model.

In the first wave conducted among 3,858 online respondents in April-May 2013, results showed that public organisations need to improve their web sites, in order to enable faster and better information retrieval.

Web site: www.yougov.com .