Ministry of Finance achieves 96.57% in Customer Happiness Index for H1

The Ministry of Finance (MoF) recorded outstanding results in customer satisfaction and service quality during the first half of 2025, driven by the effectiveness of its digital advisory channels and call centre.

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Performance indicators revealed a significant rise in customer satisfaction, reaching 96.57 per cent, while 97.30 per cent of customer requests were successfully resolved during the first call.

These results demonstrate the ministry's commitment to improving service excellence, enhancing government performance, and delivering innovative, proactive, and digital solutions that upgrade the overall customer experience.

Key performance indicators demonstrated notable improvement compared to the same period last year, surpassing several preset targets such as the speed of processing customer requests, reduction in waiting time, and efficiency in responding to calls.

Notably, the quality performance index recorded a significant increase, reaching 90.92 per cent, exceeding the target of 80 per cent and outperforming the 88 per cent achieved during the first half of the previous year.

This performance reflects the technical competence of MoF teams and the ministry's ongoing efforts to enhance operational methodologies at the call centre.

Younis Haji AlKhoori, Undersecretary of the Ministry of Finance, emphasised that the call centre’s performance during the first half of 2025 has been the result of the ministry's steadfast commitment to improving customer experience by simplifying procedures, eliminating bureaucracy, enhancing performance standards, and developing digital communication channels.