Service Hero, a Kuwait based consumer powered customer satisfaction index, recently honoured top performing companies across the UAE and Kuwait at its 2017Customer Service Assessment Awards Ceremony in Kuwait.
The overall country winners of the Service Hero 2017 Award for Best Customer Service among listed companies, for the UAE are: 1st place – Apple, 2nd place – Nissan Arabian Automobiles and 3rd place – Emirates airline.
Overall country winners for Kuwait, as announced during the ceremony are: 1st place –Boubyan Bank, 2nd place – Qatar Airways and 3rd place – Mais Alghanim.
The winning UAE companies were identified after a rigorous data authentication protocol was conducted for the total 28,460 assessments that were collected online as well as via phone surveys, of which 24,074were validated.
Faten Abu-Ghazaleh, Service Hero president said: “Tonight we celebrate top performing companies that have succeeded in understanding their consumer’s needs, but more importantly, were able to reflect that understanding by delivering a customer focused, unique and differentiated service.”
“I would like to congratulate each of the top three country winners and every nominee that made it to the list this year. It is because of your determination to be a leading service provider, and your perseverance to understand the needs of your customers, that consumers feel that their voices are heard, that they matter and can ultimately make a difference. I strongly believe that as both a service provider and as a consumer, our role is to set the standards for the quality of service we seek for companies to offer and receive in return.
“We introduced the Customer Satisfaction Index in 2010 as a neutral and credible national benchmark for service excellence, which is based on an external assessment from your customers. And in order to help companies even more, we created our second benchmark, the Culture of Excellence Index, which is based on your internal teams’ assessment. Its aim is to help you understand how aligned and ready your internal culture is to deliver excellence.
“The two indices complement each other and when adopted correctly and together, they help create and maintain your focus to ensure the successful execution of your business strategy, and eventually achieving service excellence.” Abu-Ghazaleh added.
A major highlight of this year’s awards ceremony was the panel discussion, which tackled significant elements and areas that are key contributors to the success of an organization. Those are mainly Leadership, Company Resources, People, Reward, Processes and Procedures, and Measuring Performance. The session allowed the representatives of each company to share experiences and best practices within these given areas, demonstrating their importance and direct relation to delivering service excellence.
Fahad Al Hassawi, deputy CEO, Emirates Integrated Telecommunications Company (du), said: “Service standards are increasingly becoming the key to attract and retain customers and these award wins underscore our commitment to this cause. This is the second consecutive year for us to win the Service Hero awards, and are a testament to our continuing efforts in maintaining service excellence - which includes maintaining a robust customer satisfaction measurement mechanism.” – TradeArabia News Service
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