Service Excellence Programme

Led by Dubai Chambers, the Service Excellence Programme offers a comprehensive platform that enables businesses to assess customer service performance through tools including mystery shopper visits and online customer insights. By consolidating customer experiences, the programme provides valuable data that can be used to foster a culture of service excellence and contribute to sustainable business growth.

Participating companies benefit from knowledge-sharing sessions to promote the exchange of best practices. In addition, the programme celebrates the outstanding performance of brands and channels, reinforcing Dubai’s reputation as a global leader in service excellence and tireless commitment to delivering exceptional customer experiences.

service excellence

Key Objectives

  • Strengthen customer trust and loyalty by adopting high levels of ethical business behavior.
  • Assist businesses in identifying areas for improvement in customer service.
  • Support businesses in achieving sustainable growth through the adoption of best practices in service excellence.
  • Encourage, recognise, and unite businesses that support Dubai’s drive for service excellence.
  • Promote businesses that strive to attain ever-increasing levels of excellence in customer service.
  • Further enhance Dubai’s reputation for customer service excellence at both the national and global levels.

About Service Excellence Programme

The Service Excellence Programme is a platform that consolidates customer experiences gathered through multiple tools and covers various channels.

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Business Sectors Covered

Fashion Retailers (Clothing, Jewellery, Footwear, Beauty& Accessories)
General Services (Business Centres)
Financial Services (Banks, Money Exchange, Brokerage Companies )
Transportation Services (Taxis, Rent-a-Car)
Health & Wellness (Pharmacies, Health Clubs, Optical)
Shopping Centres
Hospitality & Entertainment (Parks, Cinemas, Hotels, Game Zones, Live Entertainment, Travel Services , Restaurants & Cafes)
Speciality Retailers (Automobile, Furniture, Electronics)
General Retailers (Book Traders, Gift Traders, Household Goods Traders, Spare Parts Traders)

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).

Membership Benefits

  • Two Mystery Shopper Reports for each registered branch and e-channel per quarter
  • 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
  • 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

For more information, please contact SEP@dubaichamber.com