Dubai Chambers’ Service Excellence Programme Sees Growth With 4,905 Mystery Shopper Reports In H1 2025

Dubai Chambers has reported a notable rise in participation in its Service Excellence Programme during the first half of 2025. This increase highlights the private sector's growing commitment to providing outstanding customer experiences. The surge in mystery shopper reports indicates more companies are joining the programme to boost their customer service competitiveness.

The total number of mystery shopper reports for participating companies and their branches reached 4,905 in the first half of 2025. This marks a 24.8% increase compared to the same period in 2024, which had 3,934 reports. This growth demonstrates the programme's success in enhancing customer satisfaction and promoting a culture of service excellence within the private sector.

There was also an uptick in demand from companies, their branches, and e-service channels for participation in the programme. Participation requests rose by 36.8% during H1 2025, reaching 2,427 compared to 1,774 requests during the same timeframe last year. This trend reflects a strong desire among businesses to improve their competitive position and elevate customer service standards.

The Service Excellence Programme provides quarterly mystery shopper reports to participating companies. These reports offer detailed feedback on customer service performance, highlighting strengths and areas needing improvement. This allows companies to make informed decisions and implement strategies aimed at enhancing customer experiences.

The programme evaluates companies using criteria aligned with international best practices. These include branch appearance, policy adherence, employee performance, service delivery quality, payment transactions, services for people of determination, and overall customer happiness metrics. It also considers how companies add value through digital channels and other service improvements.

This initiative underscores Dubai Chambers' commitment to fostering a culture of excellence within the private sector by encouraging businesses to adopt global standards in customer service.

With inputs from WAM