Mystery shoppers set to target gov't centres to raise standards

Dubai Economy has announced the addition of government service centres to its Mystery Shopping programme

Dubai Economy has announced the addition of government service centres to its Mystery Shopping programme, conducted as part of the Dubai Service Excellence Scheme (DSES).

The move will enable Dubai Economy to expand the excellence framework in Dubai and achieve improved customer satisfaction in government services, it said in a statement.

The Mystery Shopper reports will measure critical aspects of customer service which include the promptness in service delivery, the waiting time, the accuracy of the information provided, going the extra mile and the excellence culture in offering the service.

The reports will allow the service centre in enhancing competencies as well as in advancing quality standards and innovation in the service they provide.

Khalid Al Kassim, assistant director general for economic affairs in Dubai Economy, said: “Our evaluation and recent statistics have revealed how serious government service centres are about improving service quality and participating in the Mystery Shopper programme as part of joining the Dubai Service Excellence Scheme in the next phase.

"We will support the government service centres to provide the best services and enhance their competitiveness, thus strengthening Dubai's position as a global business hub and regional gateway."

He added: “Dubai Economy strives to strengthen Dubai's reputation and sustain its growth across all levels, including in all categories of government services. Our goal is to support our government partners in Dubai and the UAE to improve performance, productivity and customer service."

Dubai Economy launched DSES in 2002, under the patronage of Sheikh Mohammed Bin Rashid Al Maktoum, Vice President, Prime Minister of the UAE and Ruler of Dubai, as part of its efforts to improve business standards and customer service quality as well as to spread the culture of performance excellence in the fast-growing services and the retail sector in the UAE.

Over 300 mystery shoppers have been trained under the programme and together they have produced nearly 110,000 reports.