3934 secret shopper report to evaluate companies in Dubai within 6 months

Yesterday, Dubai Chambers revealed that it had issued 3,934 secret shopper reports to companies participating in the Distinguished Service Programme, during the first half of this year, as companies registered in the program receive surprise visits from the secret shopper, and receive evaluation reports during each quarter of the year.

This came during the “Distinguished Service” symposium, which was organized by Dubai Chambers over two days, with the aim of enabling private sector companies to develop customer experience, anticipate their future prospects and directions, and keep pace with the most prominent developments and international best practices related to standards and quality of services in all business sectors.

The symposium, which was attended by 200 participants, falls within the framework of the Distinguished Service Programme, which was launched by Dubai Chambers last year, to enhance the culture of exceptional customer service, enrich their experiences, improve private sector practices, and improve its performance in the field of customer service.

Participants learned about the program, through which Dubai Chambers provides the private sector with the opportunity to evaluate customer experience and service, through secret shopper reports.

Companies participating in the program receive quarterly reports from the secret shopper that identify strengths and aspects of improvement and development in services and brand. The program covers multiple sectors, including shopping centers, the entertainment and hospitality sector, specialized retailers, health and luxury sectors, hypermarkets, and fashion retailers. In addition to digital services and the services sector.

The companies that apply to participate in the program are evaluated through criteria adopted in accordance with international best practices, which include the shape and appearance of the company branch, safety, health and well-being, policies and standards, employees, service delivery, the mechanism of payment and settlement of transactions, services targeting people of determination, and measuring happiness. Customers, and the qualitative addition to the services provided, including digital presence.

The symposium included an agenda full of interactive dialogue sessions, which provided companies with a unique opportunity to gain in-depth insights provided by local and international experts in the field of institutional excellence, and to learn about the most prominent experiences, innovations and practical models for developing integrated customer experiences.

The symposium activities witnessed a review of best practices in managing customer experience and anticipating its future prospects, including the role of artificial intelligence and multiple channels in enhancing direct interaction with the customer. Frameworks and mechanisms for developing institutional culture based on customer service and the future of call centers were also discussed, with a discussion of standards for measuring customer experience. And evaluating service levels, and other issues related to excellence in customer service.