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Press Releases

Mar 30 2019

Community Happiness Index scores 89% in 2018

(The rating reflects an 11% rise compared with the 78% score in 2017)

an info graphic showing Happiness Rating of RTA's Different PT Modes Riders

The Community Happiness Index of Dubai’s Roads and Transport Authority (RTA) has scored 89% last year (2018) compared with 78% scored in 2017, which amounts to an 11% rise according to the report released recently by RTA in this regard.

The report released by RTA was based on the six pillars of RTA’s People Happiness Strategy. In the Education pillar to which RTA attaches paramount importance, respondents expressed their happiness with the initiatives, awareness and educational campaign, and announcements made by RTA about road safety, which was reflected in a happiness rating of 89.6%.  In the Culture pillar, respondents were happy with RTA’s important role in supporting the culture and heritage of Dubai, and the rating achieved here was 89.5%. In the Governance pillar, respondents were satisfied with their safety when using RTA’s transportation modes, and the rating scored was 89.3%.

In the Economy pillar, residents expressed happiness with their interactions with RTA staff and the diversity of transportation modes in Dubai, and the rating scored was 89.2%. In the Community pillar, respondents felt that RTA had a major impact on Dubai Economy through effective investment, and the rating achieved reached 89.1%. In the Environment pillar, which achieved a happiness rating of 88.4%, respondents believed that RTA plays a major role in supporting environmentally-friendly transportation modes and encouraging people to adopt healthy lifestyles.

Abdullah Yousef Al-Ali, CEO of Licensing Agency and Chairperson of Happiness and Quality Life Council at RTA was delighted with the sustained improvement in the happiness index of RTA clients. He stressed that RTA would continue to adopt effective strategies and well-rehearsed plans & techniques to achieve a higher customer happiness rating. 

“The Index also measured the happiness rating of riders of RTA public transport modes. Taxi riders were the happiest scoring a happiness rating of 91.7%, followed by riders of the metro (88.6%), public buses (88.5%), marine transport (86.9%), and tram (82.8%). The overall happiness rating of various public transit means clocked 88.4%. The happiness rating of private vehicle owners with Dubai roads was as much as 90.7%. The overall customers happiness rating clocked 89.2% amongst residents and 85.7% amongst visitors & tourists,” revealed Al-Ali. 

“The objective of launching the Community Happiness Survey is to understand clients’ needs and improve RTA’s services to deliver best-in-class customer experience and improve the overall customers happiness. Several initiatives were made to achieve this objective across various community segments. A total of 4618 responses were achieved through face-to-face interviews (3680 persons), telephonic interviews (109 persons) and online interviews (649 persons). Surveys were carried out at different times and areas of Dubai, such as malls, residential areas, taxi stands as well as metro, bus and marine stations. Areas covered included Deira, Bur Dubai, Down Town, Dubai South and Dubai East. 

“Respondents were fully delighted with the surveys about RTA’s keenness to measure their happiness with RTA’s services. To ensure the objectivity and diversity of the survey, questionnaires covered various nationalities including Emiratis, GCC nationals and other nationalities from various sectors. It also covered a broad range of living and economic standards including retirees, public relation officers, workers, house-wives, students (of different ages & academic levels), visitors, job seekers, public servants, private sector employees, business owners and other social segments. Ages of respondents ranged from 15 to 65 years. 

“RTA will continue to undertake effective initiatives to improve the happiness of various community segments in line with the government’s strategy to bring happiness to the community, and accordingly contribute to making Dubai the happiest city in the world,” he added.



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