Mystery Shopping
Managers of businesses are not always available to supervise their staff across all outlets or understand the expectations and experiences of their customers, which are essential in building a successful brand.
The Service Excellence Programme is designed to equip owners and managers with vital information that will assist them in seeing their business through the eyes of their customers. This feedback can play a key role in creating a memorable and positive customer experience that, in turn, will enhance the overall reputation of the business.
Mystery shopping helps companies gain a better understanding of their customer’s expectations, as well as enhancing levels of customer service awareness among employees.
A Solution for Every Business
- All reports are individually tailored to suit the needs of each business category, and additional questions or personalised criteria may be considered on request.
- Members are entitled to eight mystery shopper reports per branch each year, and additional visits can be arranged for a nominal fee.
- Customised criteria have been created to cover various aspects of service delivery across different business categories based on the nature of products or services provided.
Evaluation Criteria
| Branch Assessment | |
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| e-channel Assessment | |
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Scoring Methodologies
Scoring Methodology for Best Brand
- Average score calculated for all qualifying brand branches.
- Scoring of Service Delivery and Employee criteria of Mystery Shopper Report.
- Going the Extra Mile: Exceeding the mandatory score and demonstrating consistency in delivering exceptional performance.
- Customers’ online insights are taken into consideration.
Scoring Methodology for Best Branch
- Average of branch reports for each quarter.
- Has achieved highest score in the business sector the branch falls under, regardless of the best performing brand winner.
- Scores are calculated with a specific focus on Customer Service and Employee criteria of Mystery Shopper Report.
- Standards of scoring depend on the category specification and exceeding the mandatory points required.
- Customers’ online insights are taken into consideration.
Eligibility Criteria
- Business must fall under one of the existing SEP covered sectors and meet the minimum entrance requirements.
- Valid trade license registered with the appropriate authority in the UAE for a minimum of 3 months.
- Business must accept the SEP Code of Business Ethics and act upon any shortcomings identified.
- Registration form signed by the highest authority in the business accepting the T&Cs of the DC Business Awards.
- Business must apply for all branches and/or channels registered with the same brand name to be part of the Best Performance Brand category. If less than 100% of branches and/or channels are registered, business will be automatically enrolled in the Best Branch Performance category only.
- Business agrees to adopt customer happiness measurement and an initiative for people of determination.
Package Details
| Service | Fees |
|---|---|
| Package 1 (two visits per branch per quarter) | 450 AED |
| Package 2 (three visits per branch per quarter) | 650 AED |
| Package 3 (two assessments per digital channel per quarter) | 300 AED |
| Branding Materials Kit | 50 AED |
Please click here to download the payment guide.
Code of Business Ethics
Service Excellence Programme members agree to:
- Act with honesty, integrity, and respect for their customers.
- Display prices clearly.
- Never trade in counterfeit products.
- Display clear Exchange & Refund policies.
- Provide solutions to customer complaints.
- Offer products with Guarantees & Warrantees.
- Provide appropriate after-sale services.
- Provide channels for customers’ voice.
- Ensure staff knowledge about the products and services offered.
- Avoid Health & Safety risks for both employees and customers.
- Ensure branches are people of determination-friendly.
- Operate in an environmentally friendly manner.