Dubai Chambers has announced a notable increase in engagement with its Service Excellence Program, reflecting the private sector’s growing commitment to enhancing customer experience.
In the first quarter of 2025, the Chamber issued 2,422 mystery shopper reports, a 23.8 percent increase from the 1,955 reports distributed during the same period in 2024.
This rise signifies the program’s growing role in driving performance standards across Dubai’s business landscape.
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Applications rise by over 40 percent
Participation in the program is not only intensifying in terms of evaluations but also in demand. Dubai Chambers reported that 1,155 companies applied to join the Service Excellence Program in Q1 2025 — a 42.4 percent increase from the 811 applicants recorded in Q1 2024.
This growth reflects a broader shift in the private sector toward structured, data-driven strategies to improve service delivery and customer satisfaction.
Data-driven insights for service improvement
The Service Excellence Program offers companies quarterly mystery shopper reports that deliver granular feedback on service performance. These reports identify both strengths and areas for improvement, allowing businesses to implement targeted strategies grounded in real-time customer experience data.
Evaluations are based on international benchmarks and encompass key areas such as branch appearance, employee interaction, payment transactions, and services for People of Determination. Customer happiness and digital engagement metrics are also assessed.
Expanded scope targets digital and sector-specific experience
To ensure continued relevance in a dynamic market, Dubai Chambers has expanded the program’s scope. New additions include assessments of concept stores, the insurance sector, and customer service through digital platforms such as LinkedIn and TikTok.
This expansion underscores the Chamber’s aim to keep pace with changing consumer expectations and digital engagement trends, reinforcing Dubai’s reputation for service excellence across all touchpoints.
The Service Excellence Program forms part of Dubai Chambers’ broader vision to elevate service standards and foster a culture of customer-centric innovation within the emirate’s private sector.
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