Advertisement
|23 October, 2018

Service Hero's 2018 UAE mid-year results show customer satisfaction reaches 79.2 points

The results are based on 13,289 validated assessments

UAE: Reporting the latest results on customer satisfaction in the UAE for 2018, Service Hero, the Kuwait based and the region’s only consumer powered customer satisfaction index, today announced that its 2018 mid-year results have been released, which showed overall satisfaction among consumers across the UAE has reached 79.2 points.

The results are based on 13,289 validated assessments, which represents a confidence level of 95% that the error margin is +/- 3% on the overall country level. The assessments were collected between January1 – June 30, 2018, on over 360 brands across 14 categories.

The Service Hero mid-year results showed that the top scoring categories were New Car Sales, Car Service and Cafes, with Electronic, New Car Sales and Home Furniture scoring highest in Loyalty.

Advertisement

Moreover; the categories that scored least are Mobile Operators, Retail Banks and Private Hospitals. Mobile Operators and Private Hospitals are recorded the lowest scores in loyalty, with Islamic Banks amongst them.

Each industry category is 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. From these eight dimensions, the 2018 mid-year results showed that Value for Money and Website scored the lowest in dimensions, whereas Location and Staff scored the highest.

Commenting on these results, Faten Abu-Ghazaleh, Service Hero President said: “For the third year and since the launch of the index in the UAE, results have continuously shown an improvement in overall satisfaction. This is a clear indication of the solid approach and efforts made towards building a culture that fully understands the importance of Service Excellence and more importantly, implementing it diligently. In particular, we have seen satisfaction improve for Car Service (9%), and Private Hospitals (5%). However; some categories and dimensions are witnessing a drop, and in the UAE market or any other particular market, it is imperative that a balance is established when providing a service to ensure that all dimensions are successfully integrated from within the service provider. The categories with the largest drop in satisfaction are Fast Food (-6%) and Supermarkets (-4%).”

The following table (Table 1) shows a comparison between the mid-year results from 2017 and 2018, and the growth percentage for each industry, based on the number of assessments collected.

Table 1 – Comparison between 2017 and 2018 mid-year results, growth percentage and number of assessments the score was based on:

Category

2018 First Half

2017 First Half

Growth

Assessments

Electronics

84.5

84

1%

688

New Car Sales

83.6

80.1

4%

653

Home Furniture

81.8

84.4

-3%

1026

Cafes

81.4

81.9

-1%

1625

Car Service

81.2

74.6

9%

330

Airlines

81.1

79.7

2%

1498

Casual Dining

80.4

82.5

-3%

642

Supermarkets

80.3

83.7

-4%

1009

Clothes

79.6

80.2

-1%

1226

UAE Index

79.2

78.1

1%

         13,289

Fast Food

76.8

81.6

-6%

1365

Private Hospitals

75.4

72

5%

1135

Islamic Banks

75.1

75.9

-1%

480

Retail Banks

72.4

70.3

3%

706

Mobile Operators

64.7

63

3%

906

Results also conveyed the demographics which scored the highest in satisfaction and those that scored the least, although the results are fairly close, showing no major setback in satisfaction as shown in Table 2 below:

Demographics – Satisfaction % based on group

Most satisfied:

·         Elementary 84.2%

·         Females 79.7 %

·         Arabs 79.3%

Least satisfied:

·         Males 79%

·         30 -39 age group 77.8%

·         University Graduates 77.8%

·         Emirati’s 76.8%

Service Hero adheres to ESOMAR principles (the European society of opinion and market research) and is overseen by an independent Advisory Council, including its official partner; the American Customer Satisfaction Index. It has an Advisory Council of academic and independent members from leading private universities as well as established companies, such as the Boston Consulting Group, and Noor Investment Co. to assure results that are impartial, objective and accurately reflect people's preference, making Service Hero’s findings a credible benchmark that offers transparent and relevant insight for companies.

-Ends-

© Press Release 2018

Disclaimer: The contents of this press release was provided from an external third party provider. This website is not responsible for, and does not control, such external content. This content is provided on an “as is” and “as available” basis and has not been edited in any way. Neither this website nor our affiliates guarantee the accuracy of or endorse the views or opinions expressed in this press release.

The press release is provided for informational purposes only. The content does not provide tax, legal or investment advice or opinion regarding the suitability, value or profitability of any particular security, portfolio or investment strategy. Neither this website nor our affiliates shall be liable for any errors or inaccuracies in the content, or for any actions taken by you in reliance thereon. You expressly agree that your use of the information within this article is at your sole risk.

To the fullest extent permitted by applicable law, this website, its parent company, its subsidiaries, its affiliates and the respective shareholders, directors, officers, employees, agents, advertisers, content providers and licensors will not be liable (jointly or severally) to you for any direct, indirect, consequential, special, incidental, punitive or exemplary damages, including without limitation, lost profits, lost savings and lost revenues, whether in negligence, tort, contract or any other theory of liability, even if the parties have been advised of the possibility or could have foreseen any such damages.

More From Press Releases