dubai customs launch the ‘mystery shopper’ initiative
The newly launched project ensures superior quality services and highly satisfied customers
In the framework of offering more excellent services, Dubai Customs recently launched the ‘Mystery Shopper’ initiative to measure the quality of services delivered to its customers.
In this regard, Dubai Customs signed a contract deal with a consultation company specialized in marketing research.
The project involves the visit of ‘unidentified’ shoppers from the company to Dubai Customs centers as normal customers and on regular basis. These shoppers will report to Dubai Customs management the quality of services offered and the employees’ performance while processing the transactions.
The feedback generated from this operation can be further studied and analyzed, and the necessary measures taken in order enhance customs services. Dubai Customs will also be informed on the results of the field visits, as part of the agreement.
Ahmed Bin Lahej, Director of Client Partnership Department, said that the Mystery Shopper program will help Dubai Customs to identify any inadequacy in the employees’ performance, which may negatively reflect on the customs services.
“The Mystery Shoppers reports will be given the required attention and any deficiency will be totally eliminated, as client satisfaction is Dubai Customs’ first priority, “he added.
This project comes in parallel with other quality enhancing and customer satisfaction methods and tools implemented by Dubai Customs which include the questionnaires for measuring customers’ satisfaction, the complaint System, the Suggestions and Rewarding Scheme and the regular focus meetings groups targeting clients in diverse business sectors.
