Dubai Chambers has announced a sharp rise in participation in its Service Excellence Programme during the first half of 2025, reflecting the private sector’s growing commitment to strengthening customer service standards.
The number of mystery shopper reports issued under the initiative reached 4,905 in H1 2025, up 24.8% from 3,934 reports during the same period last year. The growth highlights the programme’s role in driving improvements in customer satisfaction and promoting a culture of service excellence.
Participation requests from companies, their branches, and e-service channels also rose significantly, climbing 36.8% to 2,427 compared with 1,774 in the first half of 2024. The increase underscores businesses’ determination to sharpen their competitive edge through better service delivery.
The programme provides quarterly mystery shopper evaluations that identify strengths and areas for development. These insights help companies implement targeted strategies to elevate customer experience.
Aligned with global best practices, the evaluation covers multiple criteria including branch appearance, service policies, staff performance, transaction processes, accessibility for people of determination, and overall customer happiness. Digital services and added-value offerings are also assessed, ensuring companies adapt to evolving customer expectations.
News Source: Dubai Media Office
