Customer Satisfaction Study

Measuring Customer Satisfaction

The Kingdom of Bahrain has taken significant steps towards transforming the public services and channels to achieve its citizen’s aspirations for a more efficient, effective, and better quality public sector services. Therefore, Customer Satisfaction is the ultimate goal as mandated by the Bahrain vision 2030. The Customer Satisfaction Index (CSI) has become one of the main strategic objectives of Bahrain eGovernment Strategy since 2007 to ensure that people have a pleasant customer experience across its eChannels  and in government service centers.

Customer Satisfaction Study

The Customer Satisfaction Index (CSI) is a comprehensive study conducted on yearly basis in cooperation with independent research institutions to scientifically measure the customers awareness, usage and satisfaction on digital services and channels using scientific models.

Research data is collected on multiple approaches including interviews to ensure reliability and reflectiveness of the survey’s sample. The survey results are analysed and synthesized by the research group and showcased in a comprehensive final report on user experience and satisfaction with a set of recommendations and action plans that need to be addressed by the government.

Due to restrictions of face-to-face communication caused by the COVID-19 pandemic the customer satisfaction study for the years 2020 and 2021 were done though online survey with the objective to measure overall customer satisfaction on the national portal’s ( design, usability, content, and reachability.

Download the full Customer Satisfaction (CSI) reports:


Use the provided eServices immediately, effortlessly, and around the clock Go to eServices Portal.

Government Services Catalogue

Find information about the offered government services across different channels Browse Services Catalogue.

Content Last Updated: 23 Jan, 2024

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