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 to measure the level of satisfaction with the awareness campaigns carried out by the GPSSA through its pages on social media sites
Subject: In the framework of the GPSSA’s keenness to ensure that its awareness campaigns achieve the desired goals, we invite you to participate and answer the questions included in this survey
Objective: To measure the level of satisfaction of followers of the Authority's social media channels with the awareness campaigns implemented by the Authority
Expected decision: Benefit from the followers' comments and suggestions about the awareness campaigns implemented by the Authority with the aim of developing them in the future
Survey date: 1st Quarter 2025
Conclusion: Attached
| Survey Analysis | Proposed Action |
| Survey results reveal that the 'insured' category represented the highest participation group. Feedback from this segment underscored the necessity of scaling up awareness campaigns to ensure broader outreach. | Prioritize the enhancement and diversification of effective awareness campaigns.
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Survey to measure the level of satisfaction with the quality of content published by the Authority through its pages on social media sites
Subject: As part of the GPSSA's keenness to adopt best practices, GPSSA evaluates the quality of the content on social media platforms. We are pleased to invite you to participate and answer the questions included in this survey
Objective: To improve the quality of the content published by GPSSA through its pages on the Authority's social media sites
Expected decisions: Monitor the extent of public satisfaction with the quality of content through social media channels with the aim of developing and improving it based on the submitted proposals
Survey date: 1st Quarter 2025
Conclusion: Attached
| Survey Analysis | Proposed Action |
| Survey results reveal that employers represented the most active participant group. Their feedback underscored the need for enhanced flexibility regarding application deadlines and a greater focus on communicating recent legislative updates. | Strengthen awareness regarding pension laws to ensure compliance and understanding.
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Survey to measure the level of satisfaction with the quality of GPSSA’s website
Subject: As part of GPSSA’s keenness to adopt the best practices, it evaluates the website in terms of ease of browsing and access to the required information. From this standpoint, we invite you to participate and answer the questions included in this questionnaire
Objective: Improve the level of information presentation according to government requirements
Expected decision: Improve the way information and electronic services are presented through the website
Survey date: 2nd Quarter 2025
Conclusion: Attached
| Survey Analysis | Proposed Action |
| Survey results reveal that employers represented the highest participation group. Their feedback underscored the need for a dedicated mobile application, an enhanced online pension calculator, and the optimization of penalty-related procedures in collaboration with the Ministry of Human Resources and Emiratization (MoHRE). | Assess the feasibility of implementing these recommendations in coordination with the relevant stakeholders across GPSSA’s departments. |
Survey on measuring the level of awareness regarding the pension law based on content published to the media
Subject: As part of GPSSA’s keenness to monitor the awareness of target groups who are subject to the provisions of the pension law, we are pleased to invite you to participate in this survey
Objective: Monitor the level of awareness of target groups regarding the law
Expected Decision: Highlight aspects of the laws that require more effort and awareness
Survey date: 2nd Quarter 2025
Conclusion: Attached
| Survey Analysis | Proposed Action |
The survey identified insured individuals and employers as the most engaged groups. Feedback emphasized the need for better communication, faster response times and increased awareness of GPSSA’s services. | Streamline processes and accelerate service delivery to enhance customer experience and optimize operational efficiency. |
Corporate Reputation Survey
Subject: As part of the Authority's keenness to enhance its institutional reputation as a leading entity in the retirement and insurance field, we invite you to participate and answer the questions included in this questionnaire.
Objective: To monitor the comments and suggestions of the customers regarding the institutional reputation of the Authority
Expected decision: Benefit from the comments and suggestions of the survey participants to explore ways to enhance the Authority’s institutional reputation.
Survey date: 2nd Quarter 2025
Conclusion: Attached
| Survey Analysis | Proposed Action |
Survey results indicate that pensioners were the most active participants. Their feedback underscores the need for diverse communication channels and more robust public awareness initiatives from the Authority. | Prioritize diverse awareness content to enhance the understanding of laws and regulations. |
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