- National Bank of Kuwait, Honda, KIA and Pick among Top 10.
Kuwait: Service Hero, the company providing the region’s only consumer powered customer satisfaction index, today celebrated the country’s best performing service providers at the Service Hero Customer Satisfaction Index Awards 2022 held virtually. This is part of the efforts Service Hero exerts to build a culture of service excellence where both brands and customers thrive. Besides category first place winners, a new award was introduced for the 2022 honors titled the Top 10 award given to the highest ranked brands in Kuwait earning over 80 points regardless of their category based on Service Hero’s Customer Satisfaction Index.
In her remarks at the awards ceremony, Faten Abu-Ghazaleh, President of Service Hero, said: “Based on our 13-years of over 350,000 validated customer assessments, we have seen that the majority of brands, 75%, are underperforming in customer satisfaction as they score in the 70’s or less which means they are not meeting all their customers’ needs. Only 20% of brands score in the low to mid-80’s which is considered a good score. But the group that will thrive is the 6% handful of brands who have been consistently averaging scores in the high 80’s in the past 13 years. These brands enjoy the best relationships with their customers which will drive up their market share and performance as they have earned customer loyalty.”
“The deep insight collected across 19 categories and over 450 brands allow Service Hero’s Customer Satisfaction Index to be the benchmark for service excellence as it provides brands insights on how to excel and flourish” she added.
At the Kuwait Service Hero Awards 2022, Boubyan Bank won the prestigious Gold award – the eighth time it achieves a country top three position. KDD E-Shop won the Silver and Royale Hayat Hospital the Bronze award both obtaining these top country awards for the first time. The 2022 winners across the 19 industry categories and 450 brands are as follows:
| Category | Brand | Recognition |
| ISPs | Zain | Top in category but below criteria |
| Electronics | X-Cite Electronics | Top in category but below criteria |
| Mobile Operators | Zain | Top in category but below criteria |
| Home Furniture | Abyat Megastore | Top in category but below criteria |
| Clothes | Al Nasser Sports | Top in category but below criteria |
| Category first place | Award | |
| Supermarkets | Lulu Hypermarket | First place category award |
| Car Service | Honda | First place category award |
| Casual Dining | Mais Alghanim | First place category award |
| Category winner and Top 10 award | ||
| Cafe | Caribou Coffee | Top in category award and Top 10 |
| Fast Food | Pick | Top in category award and Top 10 |
| New Car Sales | Toyota | Top 10 award |
| New Car Sales - tie | Honda | Top in category award and Top 10 |
| New Car Sales - tie | KIA | Top in category award and Top 10 |
| Airlines | Emirates | Top in category award and Top 10 |
| Retail Banks | National Bank of Kuwait | Top in category award and Top 10 |
| Private Hospitals | Royale Hayat Hospital | Bronze and top in category awards |
| Delivery Apps | KDD E-Shop | Silver and top in category awards |
| Islamic Banks | Boubyan Bank | Gold and top in category awards |
During 2022, Kuwait stayed at the same level customer satisfaction scoring 75.6 points on a 100-point scale. Only two categories increased since 2021 – Delivery Apps and Islamic Banks while Clothes, Cafes and Casual Dining as well as Airlines all dropped in satisfaction.
Of the 19 industry sectors, New Car Sales, Islamic Banks, and Cafés recorded the highest customer satisfaction. Internet service providers (ISPs), mobile operators, and private hospitals ranked lower in the index. Each industry category was measured across 14 service dimensions, which are reliability, speed, product quality, staff quality, value for money, location, app, delivery, call center, website quality, complaint resolution, meeting expectations and overall satisfaction. The Quality of product or service received the highest rating for customer satisfaction 80 followed by was for Location at 79 points, while the lowest was for Value for money 69 and Delivery at 68 points. In terms of impact on overall satisfaction, product quality and reliability can drive it up or down by 24% and 29% respectively.
Methodology
The Index was derived from 25,145 validated assessments by consumers spanning both male and female genders and a broad range of age, nationality, and education levels. Kuwaitis accounted for 23% of respondents in the survey and other Arab nationalities at 41%, while non-Arabs constituted the remaining demographic. Customers most satisfied with brands were non-Arabs, women, and those who hold a diploma and are aged between18-29. Meanwhile, Kuwaitis, men and those who completed a master’s degree or higher and are aged 40-49 had the lowest satisfaction rate.
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About Service Hero:
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 results that are impartial, objective, and accurately reflect consumers’ preference, making the company’s findings a credible benchmark that offers transparent and relevant insight for companies. It is comprised of academics and business professionals representing leading institutions and corporate establishments in Kuwait and the UAE, including the American University of Kuwait, Australian College of Kuwait, Gulf University for Science and Technology. Since 2010, Service Hero has measured over 410,000 validated consumer assessments covering more than 450 private sector companies.
