From a target written into the contract to best in class, two years running
A property registration entity engaged us with one explicit goal written into the contract: to be the best in its field. It has held that position for two consecutive years, and its government mystery-shopper score reached 100%.
- Client
- A property registration entity — United Arab Emirates
- Sector
- Real Estate & Property Registration
The challenge
The client arrived with a request unusual in consulting contracts: not incremental improvement, but market leadership written into the agreement as the objective. The difficulty is that leadership in this sector is measured by instruments the client does not control — mystery-shopper visits from the regulator, published service indicators, and customer satisfaction. Improving is not enough; you have to improve in the moments someone else measures, without knowing when they will come.
What we did
- Mapping the real customer journey from first contact to completed transaction, isolating the moments that form the impression rather than the steps that consume time.
- Writing explicit service standards for every touchpoint, aligned line by line with the assessment instruments the regulator actually uses.
- Training frontline staff on those standards, not on memorised scripts that collapse at the first unscripted question.
- Running internal mystery-shopper rounds ahead of the official visits, closing each gap as it surfaced instead of waiting for the annual report.
- Monthly governance: one named owner per indicator, and anything static for two cycles escalated.
What remained
The team's takeaway was that a perfect score came neither from training alone nor from procedures alone, but from closing the distance between what is written and what actually happens at the counter. More telling, the result repeated in the second year — which is what separates institutional improvement from seasonal preparation for a visit.
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