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Wednesday , January 27 2021

‘Customer Satisfaction Index’ aims to provide a reliable reference standard

Company reviews quantitative data

KUWAIT CITY, March 7: The ‘Customer Satisfaction Index’ aims to provide a reliable reference standard in the Kuwaiti market in terms of quality standards and service delivery. The company’s chairman, Faten Abu Ghazala, said that the “Surf Hero” index is surveying about 300 brands from 17 key sectors to inform companies of their current market position, reports Al-Qabas daily.

Abu Ghazala told the daily, the company reviewed the quantitative data measured for consumer expectations and actual satisfaction, and the gap between them, according to eight key service parameters: employee efficiency, speed of service, location, product or service quality, reliability of service or product. The Center for Communication, EQuality, announced the launch of another index, the Culture of Excellence Index, which allows companies to identify any elements of excellence (participation, team, education, resources, curriculum or standards).

She pointed out that meeting and exceeding the expectations of customers in the basis of quality of service, stressing that in view of Kuwait’s strategy for 2035, the measurement of excellence in services is fully consistent with a more competitive, transparent and knowledgeable economy.

“We offer a wide range of services to both external and internal customers,” said Faten Abu Ghazala. As for the market, besides the external customer satisfaction index, “we conduct panel discussions and conduct a hidden shopper for participants to better understand how to improve them,” she said.


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