Dubai Chambers has recorded a notable increase in engagement with its Service Excellence Programme in 2025, highlighting the private sector’s growing commitment to delivering superior customer experiences.
The initiative saw 10,216 mystery shopper reports issued for participating companies and their branches, marking a 26.4 percent year-on-year growth.
Khalid AlJarwan, Executive Vice President of Commercial and Corporate Services at Dubai Chambers, said the programme aims to elevate corporate performance standards and strengthen customer satisfaction across the private sector.
“Developing a culture of excellence is crucial for sustainable growth. The Service Excellence Programme demonstrates Dubai Chambers’ dedication to raising business practices to global standards,”
he added.
The programme provides companies with quarterly mystery shopper reports that detail customer service performance, highlighting both strengths and areas for improvement. These insights allow businesses to make data-driven decisions and implement strategies that enhance the overall customer experience.
Companies are evaluated against criteria aligned with international best practices, including branch appearance, employee performance, service delivery, payment processes, accessibility for people of determination, and customer satisfaction metrics. The programme also considers the value added through digital channels and other service enhancements.
The growth in participation reflects the private sector’s increasing recognition of customer experience as a key driver of competitiveness and consumer confidence in Dubai’s market. By adopting the programme’s feedback-driven approach, businesses can strengthen service quality, build customer loyalty, and support the emirate’s broader vision of commercial excellence.
News Source: Emirates News Agency
