Dubai Chambers has reported a sharp uptick in participation in its Service Excellence Programme, reflecting a growing commitment among private sector businesses to enhance customer service standards across the emirate.
In the first quarter of 2025, the Chamber issued 2,422 mystery shopper reports to participating companies—a 23.8% increase compared to 1,955 reports issued during the same period last year. The number of new applications to join the programme also surged, rising 42.4% to 1,155 from 811 in Q1 2024.
The Service Excellence Programme provides companies with quarterly mystery shopper evaluations that assess customer service across a wide range of touchpoints, including branch appearance, employee conduct, policy implementation, and service delivery for People of Determination. It also factors in customer happiness scores and digital service enhancements.
By offering detailed feedback, the reports help businesses identify strengths and address service gaps, allowing them to make informed, data-driven improvements to elevate the customer experience.
In response to the evolving business landscape, Dubai Chambers has broadened the programme’s scope to cover newer service channels and sectors. Evaluations now include customer experience in concept stores, insurance services, and interactions via platforms such as LinkedIn and TikTok.
The continued expansion of the programme underscores Dubai’s push to align local service standards with global best practices and reinforce the emirate’s reputation as a business-friendly hub with customer-centric values.
News Source: Emirates News Agency
