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Fifty-One companies nominated for Service Hero’s 2014 Customer Satisfaction Award
February 1, 2015, 6:04 pm
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Service Hero, Kuwait’s only annual customer satisfaction index, on 26 January revealed the top three companies nominated in each of the 17 industry categories during the assessment Sampling Phase. A total of 51 companies have been nominated of which 17 will be awarded for their excellence during the awards ceremony taking place on 16 February, 2015 at the Symphony Styles Hotel.

During the Sampling Phase, a record 25,216 assessments were collected, a figure which reflects 124 percent growth since 2010. Phone based assessments comprised 35 percent of the sample, while 65percent of assessments were collected via the Service Hero homepage and smartphone applications.

After conducting a rigorous data authentication protocol to ensure that each and every record is valid, only 19,583 assessments were validated. During the 2014 assessment, a change in methodology when calculating categories and country scores was introduced to ensure higher accuracy by giving each brand and each category one weight in the calculation. Based on the weighted index, Overall satisfaction stands at 7.93 on a scale of 1 to 10 with 10 being the highest, and witnessed a 5 percent improvement since 2010, an average of 1 percent per year.

Faten Abu-Ghazaleh, Service Hero President, said: “As the countdown for the awards ceremony begins, we are pleased to announce the nominees for winning first place in the 2014 customer satisfaction assessment.  51 nominees out of 324 companies in 17 categories will be recognized for their excellence in our annual awards ceremony in a prestigious event taking place on 16 February, at the Symphony Styles Hotel. This year’s ceremony will also witness the celebration of Service Hero’s fifth anniversary and will mark of the company’s achievements and accomplishments over the past five years. We will also be rewarding companies who have managed to retain their leading first place position for five consecutive years”

The table below highlights each category leaders, for a total of 17 categories:

Service Hero Customer Satisfaction Index 2014 Nominees in alphabetical order:

Category

Nominee 1

Nominee 2

Nominee 3

1. Car Service

GMC

Infiniti

Lexus

2. Electronics

Electrozan

Eureka

X-cite – Alghanim Electronics

3. Retail Banks

Ahli Bank of Kuwait

Gulf Bank

National Bank of Kuwait

4. Mobile Operators

Ooredoo

VIVA

Zain

5. Home Furniture

IKEA

Home Center

Safat Alghanim

6. Regional Arab Airlines

Emirates

Etihad

Qatar Airways

7. Cafés

Caribou Coffee

Costa Coffee

Starbucks

8. ISPs

KEMS

VIVA

Zain

9. Supermarket

Carrefour

Lulu Hypermarket

The Sultan Center

10. Clothes

American Eagle

BHS

Debenhams

11. Casual Dining

Mais Alghanim

P.F. Chang's

T.G.I Fridays

12. Islamic Banks

Ahli United Bank

Boubyan Bank

Kuwait International Bank

13. Fast Food

Burger King

Domino's pizza

McDonald's

14. Private Hospitals

Dar Al-Shifa Hospital

New Mowasat Hospital

Royale Hayat Hospital

15. New Car Sales

Hyundai

Infiniti

Nissan

16. Fine Dining

Al Noukhaza Seafood Restaurant

Ayam Zaman - Crowne Plaza

Le Notre

17. Health Clubs

Champion Health Club

Flex Fitness

Oxygen Health Club

The 2015 assessment is now available on the company’s website www.servicehero.com, through social media channels and also as a smartphone 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). It is overseen by an independent Advisory Council comprising the American University of Kuwait, Gulf University of Science and Technology, the Australian College of Kuwait and Kuwait Maastricht Business School its academic sponsors, and other prominent businessmen from leading organizations, including its official partner; the American Customer Satisfaction Index, , the Boston Consulting Group, and Noor Investment Co.
 

 

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