Connecting with our customers is the only real way to measure their satisfaction. One of the most common methods of measuring customer satisfaction is through surveys. Respondents record their feedback via multiple-choice, rating and open-ended questions.
Surveys have played a major role in extracting timely information and public opinion on some of GPSSA’s services. In parallel, it offers an opportunity for members of the public to engage and learn more about the UAE's Pension and Social Security Law.
The results gathered are a major enabler towards continuous development, since they not only serve GPSSA’s purpose in including users in its decision-making process, they also enhance public participation and awareness.
Survey Results
Here are examples of surveys that have helped shape some of GPSSA’s decisions:
Survey 1: Community opinion questionnaire about the General Pension and Social Security Authority
This survey measures the Community opinion about the General Pension and Social Security Authority
Introduction: Retrieve information and data about the General Pension and Social Security Authority (GPSSA) and its services in order to understand whether they meet the needs of customers. Monitor requirements and suggestions from members of the public in order to continue improving services. Measure the impact of authority’s operations while serving stakeholders.
Objective: Measuring the level of awareness of the law and the authority’s roles and services.
Excepted Decision: Record the questionnaires results and turn them into actionable plans.
Survey date: 1st Quarter 2023
Survey Status: Closed
Conclusion:
| Questionnaire analysis | Recommendations |
| It appears from the questionnaire that the pensioner category was the most involved, and the mentioned comments and suggestions confirmed the existence of many improvement opportunities that can be taken into consideration by the various teams to develop services. | Collect the observations, suggestions, comments, and questionnaire results in general and send them to those concerned, each according to their specialty, to examine the possibility of application and treatment. |
Survey 2: Survey on quality of GPSSA’s news content
This survey measures the quality of GPSSA’s news content
Introduction: The General Pension and Social Security Authority publishes its news and activities in light of its interest to raise public awareness on the pension law and its services.
Objective: Enhance quality of content and news coverage.
Excepted Decision: Come-up with more innovative news content.
Survey date: 2nd Quarter 2023
Survey Status: Closed
Conclusion:
| Questionnaire analysis | Recommendations |
| The questionnaire shows that the pensioner category was the most involved, and the aforementioned comments and suggestions emphasized the importance of using digital means in disseminating the Authority’s news content. | Focus on the digital content and the reflection of news content published by the GPSSA’s social media |
Survey 3: Survey on measuring quality of GPSSA’s website
This survey measures the quality of GPSSA’s website
Introduction: As part of GPSSA’s quest to adopt best practices, it is of paramount importance to assess your ability to browse and access required information on its website. We invite you to participate in a short questionnaire below about the topic.
Objective: Improve level of of information presented in accordance to government requirements
Expected Decision: Improve display of information and electronic services provided through GPSSA’s website.
Survey Date: 2nd Quarter 2023
Survey Status: Closed
Conclusion:
| Questionnaire analysis | Recommendations |
| The questionnaire shows that the eligible category was the most involved, and the aforementioned comments and suggestions emphasized the importance of making improvements to services to improve their quality in a way that reduces wastage of time and effort | Making improvements to the services and constantly updating the website content |
