emirates7 - Dubai Chambers announced strong growth in participation in its Service Excellence Programme during the first half of 2025, reflecting the private sector’s increasing commitment to delivering high-quality customer experiences. The number of mystery shopper evaluations continued to climb, in line with the rising number of company branches joining the programme to boost their service competitiveness.
Between January and June 2025, a total of 4,905 mystery shopper reports were issued for participating companies and their branches — a 24.8% increase compared to 3,934 reports during the same period in 2024. This surge highlights the programme’s impact in promoting customer satisfaction and fostering a culture of service excellence across the private sector.
The initiative also saw greater interest from companies, their branches, and e-service platforms. Participation requests grew by 36.8% in H1 2025, reaching 2,427 compared to 1,774 in the first half of last year. This demonstrates businesses’ growing determination to strengthen competitiveness and raise service standards.
Through the Service Excellence Programme, companies receive quarterly mystery shopper reports with detailed evaluations of their customer service performance. These reports identify strengths and highlight areas needing improvement, helping companies adopt data-driven strategies to elevate customer experience.
Assessments are based on criteria aligned with international best practices, covering branch appearance, policies, staff performance, service delivery, payment processes, facilities for people of determination, and overall customer satisfaction. The programme also reviews the added value companies deliver through digital platforms and other service enhancements.
Between January and June 2025, a total of 4,905 mystery shopper reports were issued for participating companies and their branches — a 24.8% increase compared to 3,934 reports during the same period in 2024. This surge highlights the programme’s impact in promoting customer satisfaction and fostering a culture of service excellence across the private sector.
The initiative also saw greater interest from companies, their branches, and e-service platforms. Participation requests grew by 36.8% in H1 2025, reaching 2,427 compared to 1,774 in the first half of last year. This demonstrates businesses’ growing determination to strengthen competitiveness and raise service standards.
Through the Service Excellence Programme, companies receive quarterly mystery shopper reports with detailed evaluations of their customer service performance. These reports identify strengths and highlight areas needing improvement, helping companies adopt data-driven strategies to elevate customer experience.
Assessments are based on criteria aligned with international best practices, covering branch appearance, policies, staff performance, service delivery, payment processes, facilities for people of determination, and overall customer satisfaction. The programme also reviews the added value companies deliver through digital platforms and other service enhancements.