• 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.

Branch Assessment

• Branch Appearance
• Policy & Criteria
• Employees
• Service Delivery
• Payment Transaction
• People of Determination
• Customer Happiness Measurement
• Going the Extra Mile
• Online Presence

Digital Channel Assessment

• Registration
• Access
• Navigation
• Engagement
• Enquiry & Order Process
• IVR/Operator/Moderator
• Service & Product knowledge
• Customer Happiness Measurement
• Going the Extra Mile

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 consistently delivering exceptional performance.
• Customers’ online insights are taken into consideration.

Scoring Methodology for Best Branch

• Average of branch reports for each quarter.
• Has achieved the 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 exceed the mandatory points required.
• Customers’ online insights are taken into consideration.
   

• 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 at least 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.
• Businesses 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, the 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.

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.