Dubai Electricity & Water Authority (DEWA) | Customers Results

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Customers Results

DEWA Customer Experience Results – 2024

Digital Channels
DEWA Website
General Trust
Overall Happiness
Overall Service Quality Level
DEWA Smart App
General Trust
Overall Happiness
Overall Service Quality Level

DEWA Customer Experience Results (Q3-2025)

Customer Happiness Centers (Self Service)
Head Office
General Trust
Overall Happiness
Overall Service Quality Level
Al Qouz
General Trust
Overall Happiness
Overall Service Quality Level
Ibn Battuta
General Trust
Overall Happiness
Overall Service Quality Level
Burj Nahar
General Trust
Overall Happiness
Overall Service Quality Level
Al Twar
General Trust
Overall Happiness
Overall Service Quality Level

DEWA Customer Experience Results - 2024

Consumer Services
Electricity and Water Management Services
General Trust
Overall Happiness
Overall Service Quality Level
Sustainability & Consumption Management Services
General Trust
Overall Happiness
Overall Service Quality Level
Billing Services
General Trust
Overall Happiness
Overall Service Quality Level

DEWA Mystery Shopper Results

DEWA Website
100%
(Q3-2025)


DEWA Smart App
99.85%
(Q3-2025)


Customer Care Centre (Email)
97.78%
(Q3-2025)


Customer Care Centre (Calls)
99.18%
(Q3-2025)


Customer Happiness Centres
99.99%
(Q3-2025)


Al Qouz
Al Twar
Burj Nahar
Head Office
Ibn Battuta Mall

DEWA Accessibility Results

DEWA Website Accessibility Evaluation
DEWA App Accessibility Evaluation

Initiatives

Based on DEWA strategic directions and voice of customer DEWA launched various initiatives as follows:

D33 Industry Friendly Power Policy

Building on Dubai Economic Agenda D33 which aims to propel Dubai’s economic growth and solidify its position among the top global cities,

A Leading Hub for the Metaverse

DEWA is the 1st local government entity to launch its DEWAverse platform using the Metaverse technology.

Dubai EV Community Hub

This website centralises the latest information regarding electric vehicles in Dubai.

Smart Living

The new “Smart Living” initiative helps customers to monitor and conserve their consumption easily and make smart decisions for a happier life.

Amazon Alexa

In line with its efforts to improve its digital experience, DEWA is the first government utility in the world to provide its smart services on Amazon’s Alexa in Arabic.

Inclusion and Empowerment of People of Determination

DEWA has launched leading initiatives to empower People of Determination, through targeted strategies, achieving the goals of UAE policy for POD Empowerment.

Dubai 10X

DEWA adopts 10X initiative to deliver a new utility experience for Dubai and the world, focusing on four pillars: Solar Energy, Energy Storage, Artificial Intelligence and Digital services.

Digital DEWA

The world’s first digital utility utilizing autonomous systems for renewable-energy, storage, expansion in Artificial Intelligence adoption and providing exceptional digital services.

Smart Applications

Smart Applications provide through Smart Meters and Grids various benefits to DEWA customers, including live and detailed reading (both current and historical).

Green Dubai

Green Dubai is DEWA’s initiative to empower customers to make sustainable choices for a greener planet.

DEWA Store

DEWA Store is the first of its kind among government entities, providing exclusive offers and discounts to customers, in cooperation with public and private sectors.

My Sustainable living

Unique programme enabling customers to check, compare and monitor electricity and water consumption in comparison with efficient similar homes.