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DEWA receives a score of 99.7% in the International Customer Experience Standard

February 15, 2021

The Dubai Electricity and Water Authority (DEWA) announced that it has achieved the highest score worldwide of 99.7% in the updated International Customer Experience Standard (ICXS) for the second consecutive year.

The certificate, provided by the International Customer Experience Institute, is an international standard to evaluate the customer service experience in large organizations. It aims to help organizations improve their customer experience and upgrade the quality of their services.

Despite the challenges posed by the global pandemic, DEWA has continued to achieve excellent scores in the certification and ensure high levels of customer happiness. The first place worldwide in the ICXS, reflects DEWA’s stellar customer service credentials locally and globally.

The score was officially announced by a British Standards Institute (BSI) team, which confirmed that DEWA has maintained the ‘Internationally Distinguished Services’ classification. The team assessed the precautionary measures implemented by DEWA to protect its employees and customers. The evaluation process included virtual tours and live coverage of the centers using advanced technologies, communication methods and virtual meetings.


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