Increase in Engagement with Dubai Chambers' Service Excellence Programme
In the first half of 2025, the Dubai Chambers' Service Excellence Programme has witnessed a significant surge in popularity, with a 36.8% increase in participation requests compared to the same period in 2024. This growing commitment from the private sector signifies a strong drive to strengthen customer service standards.
A total of 2,427 companies requested participation in the programme, which is aligned with global best practices and focuses on improving customer satisfaction and promoting a culture of service excellence. The programme assesses companies based on multiple criteria, including branch appearance, service policies, staff performance, transaction processes, accessibility for people of determination, and overall customer happiness.
The Dubai Chambers' Service Excellence Programme conducts quarterly mystery shopper evaluations to identify strengths and areas for development in companies. These evaluations have led to a 24.8% increase in mystery shopper reports issued in H1 2025, totalling 4,905 reports.
The growth in mystery shopper reports reflects an improvement in customer satisfaction and the promotion of a culture of service excellence. The programme encourages companies to adapt to changing customer expectations, covering digital services and added-value offerings to ensure businesses remain competitive.
The mystery shopper evaluations play a significant role in driving improvements in customer satisfaction. They help companies implement targeted strategies to improve the customer experience, promoting a culture of continuous improvement.
The Dubai Chambers' Service Excellence Programme provides valuable insights for companies to improve their service delivery. By focusing on customer satisfaction and service excellence, businesses can gain a competitive edge in the dynamic market of Dubai. The programme's success underscores the determination of businesses to sharpen their competitive edge through better service delivery.
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