Customer Satisfaction

Delivering “Customer Value through Collaborative Government" is the ultimate goal of Bahrain’s digital transformation strategies, and it aligns perfectly with Bahrain’s Economic Vision 2030. Bahrain pays close attention to Customer Feedback and satisfaction for the co-creation and cooperation of the development plans of public services. This reflects Bahrain’s commitment to open, transparent, responsive, participatory, and inclusive governance. The government's continuous engagement with its stakeholders through various channels is a testament to its dedication to understanding and addressing their needs.

The Customer Satisfaction Index (CSI) is a key strategic objective of Bahrain's eGovernment Strategy and has been measured through annual studies since 2007 to ensure that people have a pleasant customer experience across all its eChannels.

The Government’s Customer Service Employee Satisfaction “Taqyeem” is an innovative tool launched in 2022 to measure customer satisfaction with customer service employees at the government’s service centres through a WhatsApp API survey (right after the service completion) to identify the best employee at the government level. This practice has fostered competitiveness among customer service employees and reinforced customer satisfaction with government services.

The Unified Code of Conduct for Customer Service is a government guide developed to provide employees with the essential tools and knowledge to achieve excellence in customer service and includes clear instructions on how to communicate with customers, whether in physical service centers, call centers, or through virtual channels.

The Kingdom has launched several eParticipation initiatives, including multi-channels that encourage participation and expression, aiming to involve all members of society as contributors to national development and growth.

All feedback received from customers is carefully analyzed by the concerned government entity regularly to identify the areas that require improvement and are taken accordingly.

By integrating these digital services into the daily lives of itsindividuals , Bahrain is setting a benchmark in governance where innovation and collaboration come together to form a more associated and empowered society. This approach is transforming the way the Kingdom operates, making government services more accessible, user-friendly, and productive, and ultimately enhancing the overall quality of life in Bahrain.