The semi-annual results of the “Excellence Service Program,” launched by the Dubai Chamber, have shown significant growth compared to the first half of 2024. This reflects the ongoing efforts to enhance customer satisfaction and happiness within the private sector. The number of mystery shopper reports generated by the program increased alongside the rise in the number of company branches applying for participation, indicating a drive to improve and strengthen their customer service competitiveness.
In the first half of this year, the Dubai Chamber issued 4,905 mystery shopper reports for participating companies and their branches, marking a 24.8% increase from the 3,934 reports released in the same period of 2024. This underscores the program’s effectiveness in elevating customer service practices and encouraging the private sector to embrace a culture of excellence.
The program also experienced a notable surge in participation from companies and their various branches, with requests for participation rising by 36.8% in the first half of 2025. A total of 2,427 participation requests were recorded, compared to 1,774 in the same period of 2024. This indicates a growing interest among companies in enhancing their competitive edge and capabilities in customer service.
The Excellence Service Program offers participating companies the opportunity to receive quarterly mystery shopper reports, which provide detailed feedback on their performance in customer service. These reports highlight strengths and potential areas for improvement, enabling companies to make informed, data-driven decisions and implement strategies aimed at enhancing customer experiences.
The program evaluates companies based on criteria aligned with global best practices, which include branch appearance, policies and standards, staff performance, service delivery, payment transactions, services for people of determination, and customer satisfaction measurement tools. Additionally, it assesses improvements and added value that companies provide through digital channels.