Page 14 - Case study: Smart Dubai Happiness Meter in Dubai, United Arab Emirates

2.3. Results

Happiness Meter Actual Results: Since its launch in 2015 until the end of 2018, more than
22.5 million votes have been collected from the customers of various city services in Dubai.

• The overall happiness rating has reached 90% at the city level in 2018.

• The Happiness Meter is rolled-out to 172 entities, both public and private, by the end of 2018.
Out of these 192 entities, 53 are public sector and 119 are private sector entities.

• The Happiness Meter has been rolled out to more than 4400 customer touch points in
192 entities.

• More than 4400 customer touch points include digital channels of various entities such as
mobile apps, websites, kiosks; and also physical face-to-face channels such as customer service
centers and their individual counters (this allows tracking results all the way cascaded down to
individual counters).

• More than 650,000 comments have been received from the users of Happiness Meter which
provide input on what makes users happy for various services as well as feedback for services
enhancement.

• Happiness Meter provides the city leadership with real-time access to happiness results as
part of its implementation plan creating transparency and an immediate feedback tool to city
administrators for enhancing city experiences. The results are accessible to the city leadership
through a website as well as a mobile app and gives them to chance to see cumulative and also

Figure 5: Consolidated Happiness Meter Results 2015 – 2018

8 Smart Dubai Happiness Meter | Dubai, UAE