YouGov, an internet-based market research agency, has launched the UAE’s first e-Gov Satisfaction Survey (eGSS).

The survey will measure satisfaction of various institutions across the country, every six months, said a statement. It will also monitor the level of e-Participation and satisfaction with e-Services among both Emiratis and expats.

The public institutions to be evaluated include police, transport authority, health authority, authority for residence, municipalities, electricity and water companies, and Salik.

This list will be expanded in the next research wave to include all representative public institutions in the country, it said.

Satisfaction will be measured using six standard questions and concentrated into one measure, the eGovernment Satisfaction Index (eGSI), said the statement.

The index combines satisfaction with service and policy, recommendation, recent improvement, relative performance and trust to produce a synthetic KPI, making it easy to track and monitor for every institutional website in the UAE, it said.

More importantly, the eGSS will include 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 by using a behavioural predictive model, it added. – TradeArabia News Service