DUBAI – Dubai Chamber of Commerce and Industry has revealed a significant increase in participation in its Service Excellence Program during 2025, underscoring the private sector’s growing focus on delivering excellent customer experiences.
The total number of mystery shopper reports issued to participating companies and their branches during 2025 reached 10,216, representing a year-on-year (YoY) increase of 26.4%. This increase highlights the program’s effectiveness in improving customer happiness and encouraging the private sector to embrace a culture of service excellence.
Khalid Al-Jarwan, Executive Vice President, Commercial and Corporate Services, Dubai Chamber of Commerce and Industry, commented: “The Service Excellence Program aims to strengthen corporate excellence, improve performance standards across private enterprises, and strengthen their ability to respond to the evolution of service excellence. This will improve service quality and customer satisfaction, which in turn will strengthen the competitiveness of the business community and strengthen consumer confidence in the local market.”
Al-Jarwan added: “Developing a culture of excellence is critical to strengthening the commercial and service sectors and is a fundamental pillar of sustainable growth. The Service Excellence Program reflects Dubai Chamber of Commerce and Industry’s commitment to continue striving to raise business practices to the highest international standards.”
The Service Excellence Program offers participating businesses the opportunity to receive quarterly mystery shopper reports that provide detailed feedback on customer service performance. These reports highlight key strengths and areas for improvement, enabling businesses to make data-driven decisions and implement targeted strategies to improve the customer experience.
The program evaluates companies based on criteria that align with global best practices, including branch appearance, policies and standards, employees, service delivery, payment transactions, services provided to decisive people, and measurement of customer happiness. We also evaluate the added value that companies bring to customers through digital channels and other service enhancements.
