UAE Mystery Shopper Program Empowers Residents to Evaluate Government Services and Provide Feedback

Dubai has launched the UAE Mystery Shopper program, a unique initiative aimed at enhancing customer service within government entities. This program allows residents to share their experiences and feedback regarding the services they receive, thereby contributing to the improvement of public service delivery.

Overview of the UAE Mystery Shopper Program

Initiated by His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE, the Mystery Shopper app was introduced in 2020. The app serves as a platform for the public to assess and rate the performance of various government services. It is designed to empower citizens and residents by enabling them to voice their opinions on the efficiency and quality of services provided by government entities.

The app is available in eight languages: Arabic, English, Urdu, Hindi, Spanish, Chinese, French, and Russian, making it accessible to a diverse population. The concept of mystery shopping has been in practice in the UAE since 1990, with the app and its WhatsApp feature being recent developments to streamline the process.

In a statement made on March 2, 2020, Sheikh Mohammed emphasized the importance of this initiative, noting that it has evolved into a comprehensive approach to enhancing government services.

Eligibility Criteria for Participation

To participate in the UAE Mystery Shopper program, individuals must meet specific criteria as outlined by the Mohammed Bin Rashid Smart Majlis, the platform for innovative ideas and feedback in the city. The requirements are as follows:

• Must be a UAE citizen or a resident of the UAE for at least five years.
• Must be at least 21 years old.
• Should have a reputation for good conduct and behavior.
• Must possess a commitment to positive change and the public interest.
• Should demonstrate integrity and a sense of responsibility.
• Must be able to undertake social responsibility and allocate time for it.

Responsibilities of a Mystery Shopper

As a UAE Mystery Shopper, participants are expected to fulfill several responsibilities, which include:

• Carrying out evaluations within their daily interactions in line with the UAE government’s directives.
• Observing and documenting positive practices across various sectors.
• Reporting success stories and identifying exemplary government employees.
• Highlighting areas for improvement and development.
• Documenting any negative practices that do not align with the UAE’s values.

While conducting evaluations, Mystery Shoppers must adhere to best practices, including:

• Reporting incidents promptly with supporting evidence while respecting privacy.
• Engaging only through the designated platform and not directly with other parties.
• Maintaining objectivity and confidentiality throughout the process.

How to Participate in the Mystery Shopper Program

Residents interested in becoming Mystery Shoppers can participate through two main avenues:

1. UAE Mystery Shopper App

• Download the UAE Mystery Shopper app from the Google Play Store or Apple App Store.
• Register using personal details and select a preferred language.
• Enable location access to find the nearest government service center or search manually within the app.
• Rate the experience using a star system based on various criteria, including location, waiting time, employee friendliness, and service efficiency.
• Provide specific feedback, which will be sent directly to the relevant authorities for service improvement.

2. WhatsApp

For those who prefer not to use the app, feedback can also be submitted via WhatsApp:

• Save the number 04 7771000 as a contact.
• Choose a preferred language from the options provided.
• Select the relevant government entity from the list.
• Respond to prompts regarding the service used and share feedback, including any supporting documentation.

Government Services Available for Review

The UAE Mystery Shopper program allows residents to provide feedback on a wide range of government entities, including:

• Ministry of Interior
• Ministry of Human Resources & Emiratisation
• Ministry of Health & Prevention
• Ministry of Foreign Affairs & International Cooperation
• Ministry of Education
• Ministry of Justice
• Ministry of Community Development
• Ministry of Economy
• Ministry of Climate Change & Environment
• Ministry of Energy and Infrastructure
• Ministry of Finance
• Ministry of Culture and Youth
• Ministry of Industry and Advanced Technology
• Federal Authority for Identity, Citizenship, Customs and Port Security
• Etihad Water and Electricity
• Emirates Post Group
• General Pension and Social Security Authority
• Federal Tax Authority
• General Authority of Islamic Affairs and Endowments
• Zakat Fund
• Telecommunications and Digital Government Regulatory Authority
• Securities and Commodities Authority
• Central Bank of the United Arab Emirates
• General Authority of Sports
• General Civil Aviation Authority
• Emirates Schools Establishment
• Emirates Health Services
• Higher Colleges of Technology
• Zayed University
• United Arab Emirates University
• Federal Authority for Government Human Resources

As reported by www.emirates247.com.

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Published on 2026-07-24 10:29:00 • By FAME Delivered News Desk