Beats

In April 2021, Nakheel launched the Community Technical Mystery Shopper Programme – an initiative to assess the existing condition of infrastructure, landscaping, roads and facades across Nakheel’s communities, and maintain high standards. The initiative aims to ensure the upkeep of all master community areas and to continue to deliver the best possible living experience for residents and owners.
 
A team of mystery shoppers visits our communities frequently, conducting regular visual and technical onsite inspections, from a user perspective, and highlight incidents and areas for improvement. Follow-up and resolution tracking ensures that incidents are not only identified, but also rectified.
 
Since the launch of Community Technical Mystery Shopper Programme, several improvements have been implemented in our communities. Nakheel Community Management has seen significant improvements in community enhancements, with incident identification and resolution increasing from 5% in May 2021 to 79% in December 2022. In communities managed by the Residential Leasing team, incident identification and resolution increased from 1% in May 2021 to 94% in December 2022.
 
Overall, across Nakheel’s communities, we have progressed from a 4% to 80% incident closure and the work as always continues. A big thank you goes out to our teams in NCM, Assets, IT and our service providers who have been working tirelessly to improve the overall aesthetics and living experience in our communities.