Al Sayer and Lexus Kuwait honored with two prestigious awards

The awards were given by Service Hero, the region's main customer satisfaction indicator, in their efforts to promote service excellence for successful brands and happy customers.

  • Mohamed Naser Al Sayer & Sons and Lexus Kuwait received the Lexus Top 10 Brands 2023 Award for being among the highest-rated brands across various sectors in Kuwait

  • The companies achieved the Lexus First Car in Service 2023 Award for the second time, showcasing their ongoing commitment to exceptional service.

Mohamed Naser Al Sayer & Sons and Lexus Kuwait were recently honored with two distinguished awards from Service Hero, a renowned customer satisfaction indicator in the region.

They received the Lexus Top 10 Brands 2023 Award for being among the highest-rated brands across various sectors in Kuwait, marking their inaugural win in this category.

Additionally, they achieved the Lexus First Car in Service 2023 Award for the second time, showcasing their ongoing commitment to exceptional service.

These accolades were bestowed by Service Hero, the region’s sole customer satisfaction indicator, as part of their ongoing efforts to promote a culture of service excellence for thriving brands and satisfied customers. Mr. Abdullah Al-Shuwaie, Group Manager and Legal Representative for Customer Relations, along with Engineer Sherif Sabry, Deputy General Manager of Lexus Service, accepted these prestigious awards on behalf of the company.

According to Mahmoud Abou-Zahr, Senior Business Director at Lexus Kuwait, “Lexus always puts customers first, and we ensure to provide customers with the best facilities in terms of hospitality, along with highly experienced service staff and technicians. The exceptional reputation of Al Sayer, combined with our extensive network of service facilities, has helped Lexus become the best in Kuwait for car service.”

In her remarks at the awards ceremony, Faten Abu-Ghazaleh, President of Service Hero, said, “Based on our 14 years of 250,000 validated customer assessments, 2023 scored the highest in customer satisfaction in Kuwait across all 20 categories. This proves that customer satisfaction has finally become a strategic tool for brands to continue earning the loyalty of their customers and improving their performance. In the past, brands were less focused on service excellence and more absorbed with sales and operations, but today, we see that has shifted to customer satisfaction taking a more central role.”

The CSI measures three key service factors: expectations, overall satisfaction, and likelihood to recommend, along with several service dimensions including staff, location, product quality, value for money, speed, reliability, fixing complaints, call center, digital services, and delivery services. Among these, location and delivery services scored the highest, while value for money and speed of services scored the lowest.

“Over the years, Lexus has transformed from a premium automotive brand to the pinnacle of luxury. This means that attention is given to every single detail, and our standards of operation are of the highest caliber. We continue to invest in the most advanced equipment and systems and strive to develop our professional technicians consistently to maintain our customers’ cars to the highest standards. Our goal is to provide customers with an amazing experience with Lexus,” added Mahmoud Abou Zahr.

7-star customer service

All Lexus facilities in Kuwait embody the philosophy of “Customer as No.1,” which has been nurtured over half a century of history in all related elements of the auto business, including sales, service, parts, and pre-owned cars, all maintained at a very high level. This philosophy conveys a sense of “Top of Hospitality,” grounded in the values of 7-star customer service that permeate every corner of the facility.

Through the 7-star customer service model, Al Sayer Lexus is committed to relentlessly pursuing customer service perfection in every endeavor. As a team, we aim to provide our customers with a rewarding personal ownership experience that consistently exceeds their expectations.

Research methodology

The Index is based on 24,978 validated assessments by consumers spanning both male and female genders, as well as a broad range of age, nationality, and education levels. Kuwaitis accounted for 28% of respondents in the survey, with other Arab nationalities at 36%, while non-Arabs constituted the remaining demographic.

Based in Kuwait, Service Hero is the only consumer-powered customer satisfaction index in the Middle East. The company is a member of ESOMAR and adheres to the global organization’s principles and guidelines for self-regulation and ethical practice. Service Hero is overseen by an Independent Advisory Council to assure impartial, objective results that accurately reflect consumers’ preferences, making the company’s findings a credible benchmark offering transparent and relevant insights for companies.

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