Dubai: Dubai Chambers announced that its Service Excellence Programme issued 3,223 mystery shopper reports to participating companies and their branches during the first half of 2026, underscoring the private sector's continued focus on enhancing customer service and operational excellence.The reports are designed to help businesses improve customer satisfaction and strengthen a culture of service excellence through objective assessments of customer experiences.Khalid AlJarwan, Executive Vice President of Commercial and Corporate Services at Dubai ChambersKhalid AlJarwan, Executive Vice President of Commercial and Corporate Services at Dubai Chambers, said the reports provide valuable insights that enable organisations to better understand customer interactions and improve service quality."Mystery shopper reports serve as a practical tool for companies to gain a comprehensive understanding of their customers' experiences, identify areas for improvement, and enhance service standards."He added that the Service Excellence Programme equips companies with objective feedback and actionable insights that help them respond effectively to changing customer expectations."By providing insights and feedback based on objective assessments, the Service Excellence Programme enables companies to improve their performance and respond more effectively to evolving customer expectations. This strengthens their ability to deliver exceptional experiences that support business growth and enhance competitiveness."Participating businesses receive the reports on a regular basis, allowing them to monitor performance, identify strengths and address service gaps through informed, data-driven decisions.Assessment criteriaThe programme evaluates participating companies according to international best practices across a range of customer-service indicators, including:Branch appearancePolicies and operational standardsEmployee performanceService delivery qualityPayment transactionsServices for People of DeterminationCustomer happiness measurementThe assessments also examine the added value businesses provide through digital channels and other service enhancements designed to improve customer experiences.Dubai Chambers said the programme continues to support companies in raising service standards, strengthening competitiveness and delivering world-class customer experiences across Dubai's business community.
