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Mystery Shopping Report
UAE Government Tourism Platform:
Mystery Shopping Report & CX Insights
Ventures Middle East conducted a comprehensive mystery shopping assessment of UAE government tourism booking platforms, evaluating the full customer journey across websites, call centers, and live support channels.
This report reveals key performance metrics, service gaps, and areas of excellence offering a clear view of how well these digital services are meeting the needs of tourists..
What’s Inside the Report
Gain a clear view of how UAE government tourism platforms perform across key service channels. This report includes:
- Overall performance benchmarks for Q2 2024
- A closer look at service improvements seen in August
- Multi-channel insights: websites, call centers, and support
- Key strengths, common friction points, and experience gaps
- Practical recommendations to enhance service quality
Why This Report Matters
Tourism is one of the UAE’s most vital sectors and the digital platforms that support it are now central to how visitors plan, book, and experience their journeys. This report goes beyond surface metrics to provide a detailed, mystery shopper-led assessment of one UAE government entity’s tourism booking services.
We reveal what works well, where users face challenges, and how service teams can improve.
Our Recommendations
*Refer to report for actual data
Trusted by leading organizations across the GCC
Ventures Middle East supports organizations across the region with mystery shopping, performance audits, and CX consulting.
Our clients
We have had the privilege to work with some incredible companies, Industry leaders, Innovators, and visionaries. Get in touch today!
How we conducted this study
Our professional mystery shoppers went through real user journeys, interacting with the entity’s digital booking platforms, contact centers, and support systems. Each interaction was measured against defined KPIs to reflect real-life customer experience and identify actionable gaps.
FAQ
Mystery shopping is a research method used to evaluate customer experiences by simulating real interactions with your service channels. Trained evaluators pose as typical customers to assess service quality, responsiveness, ease of use, and more. Learn more about our approach to mystery shopping.
Absolutely. Ventures Middle East offers tailored mystery shopping programs across the UAE, Saudi Arabia, and the GCC. Get in touch with us here!
We deliver strategic insights, not just data. That’s why government entities and major brands choose Ventures Middle East.
In addition to mystery shopping, we offer a full suite of market research services—from customer satisfaction surveys and brand tracking to competitor analysis and feasibility studies. Explore our full range of research solutions here.
Get your copy now and see how your service compares.
Discover what worked, what didn’t, and what’s next for digital customer experience in government tourism services.
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