Ministry of Finance achieves record 96.57% customer satisfaction in H1 2025, resolving 97.3% of requests on first call and surpassing all service benchmarks.
Dubai: The Ministry of Finance (MoF) recorded a major leap in service excellence during the first half of 2025, achieving a customer happiness score of 96.57%, and resolving 97.30% of requests on the first call. These figures surpass the Ministry’s 80% targets and reflect a commitment to efficiency, digital innovation, and user-focused delivery.
According to H.E. Younis Haji AlKhoori, Undersecretary of MoF, this record-setting performance underscores the Ministry’s alignment with ‘The UAE Government Charter for Future Services’, which prioritises seamless, digital-first services. “The call centre’s performance is a result of simplifying procedures, cutting bureaucracy, and offering fast, responsive digital communication,” he said.
Performance indicators showed notable improvements across all key metrics compared to H1 2024. The quality index reached 90.92%, up from 88%, and far exceeded the 80% goal. Incoming calls were answered within 20 seconds 90.8% of the time, well above the 80% target. The percentage of missed calls dropped to just 1.48%, beating the 5% benchmark.
The Ministry also logged 28,315 customer service requests during the period. Calls averaged 4 minutes and 41 seconds, staying below the five-minute target, while hold times were reduced to zero, with instant responses exceeding expectations.
AlKhoori credited the success to the Ministry’s skilled national workforce, robust digital infrastructure, and the use of AI and data analytics to proactively address customer needs.
Ongoing efforts include interactive smart screens and data lake-powered systems to personalise services and enhance satisfaction — part of MoF’s long-term strategy to lead in Ministry service quality and digital transformation.
