One of the most important strategic objective in the General Organization for Social Insurance “GOSI’s” strategy is to improve customer satisfaction. We realized that if we aim to improve our customers satisfaction, then we have to measure it. In this context, GOSI identified the need to understand its customers and their interaction with the provided benefit and services in addition to outlining specific actions required to enhance the overall customer experience. In 2016, GOSI started this journey by measuring the satisfaction of its customers through using different tools and methods and by depending on our resources and capabilities. GOSI’s journey does not focus only on measuring the satisfaction but also on receiving very useful insights from our customers and transfer these insights into actions and improvement initiatives.