LuLu Hypermarket, the largest lifestyle shopping destination in Kuwait and the leading regional retailer, won the prestigious ‘Service Hero 2021 Customer Service Assessment’ award, after consumers in Kuwait voted the retailer as the ‘Best Supermarket 2021’ in the country.

This is the third time that LuLu Hypermarket is being selected for this annual award, after having won the ‘Service Hero 2012 & 2013 – Customer Service Assessment Award for Best Specialty Store in Kuwait.

In a statement to the media following the ceremony held to present the ‘Service Hero 2021’ award on 7 March, top LuLu Hypermarket management in Kuwait expressed their gratitude and appreciation to all their valued customers, well-wishers, and other stakeholders for the vote of confidence in the brand. The statement also underlined the hypermarket’s pride in winning the Arab world’s only 100 percent consumer-powered customer satisfaction index.

“As a responsible retailer, it is our commitment and obligation to our loyal customers and to the great country of Kuwait to facilitate a well-organized and hygienic market, where they are able to purchase quality products at the best competitive prices in a world-class shopping ambiance,” said the statement from the hypermarket’s management in Kuwait.

The statement went on to add, “We also give the utmost priority to enriching and refreshing the product range available on our shelves to cater to the taste, desire, requirement, and choice of our customers. Our future expansion plans are also designed to extend our services to all areas of the country and to meet the demands of various sectors of our customer base in the most efficient manner”.

The award is seen as a further attestation of the widely entrenched loyalty and popularity among shoppers in Kuwait to the brand, and its customer-oriented services. LuLu Hypermarket won the 2021 award following in-depth and stringent assessment procedures that evaluated criteria across several service dimensions.

Among the dimensions examined by the index evaluators were quality and variety of the hypermarket’s product range, reliability and speed of service delivery, staff attitude, and convenience of location and value to price, as well as store hygiene, product availability and the usefulness and functionality of their online presence.

The top scoring brands on overall customer satisfaction in each service category, which met the minimum vote requirements, were then awarded pole-position prizes. Launched in 2010, the Service Hero Awards are the only national index which awards prizes based solely on consumer feedback. The assessment is overseen by an independent advisory council.

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