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Service Hero reveals nominees for Kuwait 2013 award ceremony to take place on Feb 17

KUWAIT CITY, Jan 21: Service Hero, Kuwait’s only annual customer satisfaction index, today revealed the top three companies nominated in each of the 16 industry categories, based on customers’ feedback and insight provided during the six month-long assessment Sampling Phase, which took place between July 1 and Dec 31, 2013.  The Sampling Phase was made easy and practical for a record breaking 14,575 customers to take part in the survey and voice their opinions by utilizing the company’s website, social media channels and the creation of a dedicated application for smart phones.

The Sampling Phase was followed by a ‘Findings and Analysis’ phase, where the Service Hero team conducted quality checks, validated results and then formulated all the votes to create inclusive reports to discern the top ranking companies in each category.  Faten Abu-Ghazaleh, Service Hero President, said: “The 2013 assessment results show that casual dining, clothes, furniture, retail banks and fine dining represent the strongest industry categories, followed by cafÈ’s, new cars sales, Islamic banks, airlines, car service and supermarkets. The categories that recorded the lowest totals are electronics, ISP’s, telecom operators, private hospitals, fast food and health clubs.”

Achievement
 “The 2013 exercise attracted a record 14,575 customer assessments, where participants shared their experience about services they acquire and products they buy. This year’s assessment has also witnessed a 3% improvement in customer satisfaction comparing to 2010, which is, in itself, an achievement. We are very much looking forward to announcing thedifferent categories leaders during our annual awards ceremony taking place on Feb 17th at Hotel Missoni.” All scores are on a ten point scale with ten being the highest score.  There has been a 3% increase in customer satisfaction since 2010. The table below highlights each category leaders, for a total of 16 categories, as health clubs were excluded since they did not achieve the minimum votes required for the assessment.

Looking forward to 2014, Abu-Ghazaleh said: “The 2014 assessment is now available on the company’s website www.servicehero.com, through social media channels and also as a smart phone application. Customers can now vote throughout the year, providing them with even more time to record and express their experiences and rate the services and products they are using and purchasing.”  Each industry category was measured across up to eight service dimensions, which are reliability, speed, product quality, staff quality, value for money, location, call center and website quality. These dimensions are assessed on a ‘before and after experience’ basis to evaluate the difference between customer expectations of service and actual satisfaction with the service. Service Hero adheres to ESOMAR principles (the European society of opinion and market research).

Service Hero 2013 Nominees

Category    Nominee 1     Nominee 2    Nominee 3
1. Cafe     Caribou Coffee     Costa Coffee     Starbucks
2. Car Service     Chevrolet     Infiniti     Toyota
3. Casual Dining     Mais Alghanim    P.F. Chang’s     T.G.I. Friday’s
4. Clothes     American Eagle     H&M    Marks & Spencer
5. Electronics    Electrozan     Eureka     X-cite-Alghanim Electronics
6. Fast Food    Domino’s Pizza     McDonald’s     Subway
7. Fine Dining     Al Noukhaza     Ayam Zaman -     Sakura Japanese
        Seafood restaurant    Holiday Inn    Restaurant — Crowne Plaza
8. Home Furniture    IKEA    Home Center    Safat Alghanim
9. Islamic Banks    Ahli United Bank    Boubyan Bank    Kuwait Finance House
10. ISP    KEMS    VIVA     Zain
11. Mobile Operators    VIVA     Wataniya     Zain
12. New Car Sale    Chevrolet     Nissan    Toyota
13. Private Hospitals     Al Salam Hospital    Dar Al-Shifa Hospital    Royale Hayat Hospital
14. Regional Arab Airline     Emirates     Jazeera Airways     Qatar Airways
15. Retail Bank    Ahli Bank of Kuwait    Burgan Bank    National Bank of Kuwait
16. Super Market     Carrefour    Lulu Hypermarket    The Sultan Center
 

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