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The Dubai Mall achieves world’s first five-star accreditation for service excellence

  • Also secures ISO quality certification for customer satisfaction

The Guest Services Department at The Dubai Mall has been awarded two prestigious citations including a five-star accreditation by The International Standard for Service Excellence (TISSE2012) – making it the first mall in the world to receive the certification; and the ISO 10002:2014 quality management system for customer satisfaction. The accreditations were awarded following a series of comprehensive and in-depth evaluations.  

Awarded by The International Customer Service Institute (TICSI), the five-star accreditation is designed to recognise organisations that deliver outstanding customer service, which sets them apart from others in their field and is based on the Seven Pillars Service Quality Model. This model assesses policies, products and services, premises, processes, people, and measures performance in terms of service quality. 

The Dubai Mall Guest Services Department achieved 100 percent in six of the 7 categories – a tremendous achievement – with the certification assessment report stating that the score indicated that the organisation had fully adopted all the essential criterion regarding customer service delivery.

The ISO 10002:2014 quality management system for customer satisfaction, assesses organisational systems with regard to enhancing customer satisfaction by creating a customer-focused environment that is open to feedback, feedback handling, and enhancing the organisation's ability to improve its customer service. 

The Dubai Mall is the first retail and leisure destination globally to hold both of these certifications, highlighting its unique level of international excellence.

The five-star rating, coupled with the ISO certification, cements The Dubai Mall Guest Services Department’s commitment and dedication to providing the highest quality service to all visitors. 

Visitors to The Dubai Mall can experience the five-star service at any of the Guest Services counters located throughout the mall. 


For more information, visit www.thedubaimall.com or call 800 DUBAI MALL (800 38224 6255).

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