Record numbers of customers give their views

Awards ceremony to take place on 17 February at Hotel Missoni in Kuwait

Kuwait, 21 January 2014

Service Hero, Kuwait's only annual customer satisfaction index, today revealed the top three companies nominated in each of the 16 industry categories, based on customers' feedback and insight provided during the six month-long assessment Sampling Phase, which took place between 1 July and 31 December 2013.  The Sampling Phase was made easy and practical for a record breaking 14,575 customers to take part in the survey and voice their opinions by utilizing the company's website, social media channels and the creation of a dedicated application for smart phones.

The Sampling Phase was followed by a 'Findings and Analysis' phase, where the Service Hero team conducted quality checks, validated results and then formulated all the votes to create inclusive reports to discern the top ranking companies in each category.

Faten Abu-Ghazaleh, Service Hero President, said: "The 2013 assessment results show that casual dining, clothes, furniture, retail banks and fine dining represent the strongest industry categories, followed by café's, new cars sales, Islamic banks, airlines, car service and supermarkets. The categories that recorded the lowest totals are electronics, ISP's, telecom operators, private hospitals, fast food and health clubs."

 "The 2013 exercise attracted a record 14,575 customer assessments, where participants shared their experience about services they acquire and products they buy. This year's assessment has also witnessed a 3% improvement in customer satisfaction comparing to 2010, which is, in itself, an achievement. (See Diagram 'A' below). We are very much looking forward to announcing thedifferent categories leaders during our annual awards ceremony taking place on February 17th at Hotel Missoni."

Diagram 'A'


All scores are on a ten point scale with ten being the highest score.  There has been a 3% increase in customer satisfaction since 2010.

The table below (Diagram 'B') highlights each category leaders, for a total of 16 categories, as health clubs were excluded since they did not achieve the minimum votes required for the assessment.

Diagram 'B'

Looking forward to 2014, Abu-Ghazaleh said: "The 2014 assessment is now available on the company's website www.servicehero.com, through social media channels and also as a smart phone 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).

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© Press Release 2014