Service Excellence Programme

Led by Dubai Chambers, the Service Excellence Programme enables businesses to assess customer service through mystery shopper visits and online insights, providing valuable data to foster a culture of excellence and sustainable growth.Participating companies benefit from knowledge-sharing sessions and celebrate outstanding performance, reinforcing Dubai’s reputation as a global leader in service excellence and commitment to exceptional customer experiences.

Objectives

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Build Customer Trust 

Strengthen customer trust and loyalty by adopting high levels of ethical business behaviour.

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Identify Service Improvements

Assist businesses in identifying areas for improvement in customer service.

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Achieve Sustainable Growth

Support businesses in achieving sustainable growth through the adoption of best practices in service excellence.

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Unite for Excellence

Encourage, recognise, and unite businesses that support Dubai’s drive for service excellence.

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Promote High-performing Businesses

Celebrate the achievements of businesses that strive to attain ever-increasing levels of excellence in customer service.

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Enhance Global Reputation

Further enhance Dubai’s reputation for customer service excellence at both the national and global levels.

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Service Excellence Programme Categories

Best Performance Brand/Digital Channels

Companies must register all branches or digital channels, regardless of their size. Minimum of two mystery shopping visits or assessments per quarter (eight annually per channel).

Best Performance Channel

Best Performing Branch, Call Centre, Mobile Application, Website, or Social Media Channel .Applications are open to any companies that register any of their branches or channels to the programme. Minimum of two mystery shopping visits or assessments per quarter (eight annually per channel).

Business Sectors Covered

Fashion Retailers

Clothing, Jewellery, Footwear, Beauty and Accessories

General Services

Business Centres

Financial Services

Banks, Money Exchange and Brokerage Companies

Transportation Services

Taxis and Rent-a-Car

Health & Wellness

Pharmacies, Health Clubs and Optical

Shopping Centres

Hospitality & Entertainment

Parks, Cinemas, Hotels, Game Zones, Live Entertainment, Travel Services and Restaurants & Cafes

Speciality Retailers

Automobile, Furniture and Electronics

General Retailers

Book Traders, Gift Traders, Household Goods Traders, Spare Parts Traders

Hypermarkets

Parks, Cinemas, Hotels, Game Zones, Live Entertainment, Travel Services and Restaurants & Cafes

Useful Information

Are You a Dubai Chamber of Commerce Member?

Existing members have access to the following benefits in the Service Excellence Programme

Two Mystery Shopper Reports for each registered branch and e-channel per quarter.
A Brand Summary Report highlighting the strengths and areas for improvement for all registered branches and e-channels per quarter.
Summary of top three best-performing brands and e-channels per quarter.
The management team will be invited to attend SEP workshops and customer service best practice-sharing seminars at discounted rates.
Opportunities to benefit from recognition, good will, and SEP media coverage.
Invitations to MRM Business Awards events including workshops, benchmarking and best practice conferences, seminars, and award ceremonies.