During the first half of 2025, mystery shoppers generated 4,905 reports for companies in Dubai Chambers’ Service Excellence Programme, marking a 24.8% increase from 3,934 reports in the same period of 2024. Additionally, programme enrollment requests jumped by 36.8%, reaching 2,427 compared to 1,774 last year.
“This surge demonstrates the increasing dedication of companies to enhance their competitive advantage and elevate customer service standards,” stated Dubai Chambers on Thursday.
The Service Excellence Programme offers quarterly mystery shopper reports to participating companies, providing in-depth assessments of their customer service performance. Evaluations review branch appearance, policies, staff performance, service delivery, payment processes, services for people of determination, and customer satisfaction metrics, alongside digital channels and other service improvements.
These reports identify strengths and improvement areas, allowing companies to make informed decisions and implement targeted strategies to boost the customer experience.
The programme encompasses various sectors, including fashion retail, financial services, transportation, health and wellness, shopping centers, and hypermarkets.
