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19 February, 2017

Unhappy Consumers: UAE customers were not very happy with some services last year- survey

Customers’ satisfaction in the United Arab Emirates (UAE) was down in 2016, a survey released by Dubai-based Service Hero consultancy firm showed. The index that measured customers’ services across 17 various sectors, said gratification among customers in the UAE scored 75.8 on a 100 point system, down from the average expectations that exceeded 80 points, Service hero said in a press

19 February 2017
Customers’ satisfaction in the United Arab Emirates (UAE) was down in 2016, a survey released by Dubai-based Service Hero consultancy firm showed.

The index measuring customers’ services across 17 various sectors showed that gratification among customers in the UAE scored 75.8 on a 100 point system, down from the average expectations that exceeded 80 points, Service hero said in a press release earlier this month.
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“Residents of the UAE are used to receiving excellent customer service, something which they increasingly demand from businesses nowadays. It is the reason for customers deciding on seeking a new service provider if their needs and expectations were not met,” Faten Abu-Ghazaleh, president and founder of Service Hero, said in the company’s press release.

“Businesses will start losing customers if they do not take these warning signs seriously and act upon them. Their business growth depends on this,” she added.

This was the first year the company conducts such a survey in the UAE.

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Coffee shops topped the list of the best performing sectors scoring 80.4. Car sales and electronics were also among the best performing sectors on the index, while mobile operators scored a “poor” ranking of 65.5.

The press release said that “Interestingly, the Index findings also reveal that women are overall more satisfied than men, with a 77.4 satisfaction rate, and an 81.8 expectancy rate, while men only scored 78 expectancy rate, and an overall 74.3 actual satisfaction rate.”

The UAE Purchasing Managers’ Index (PMI), an indicator of the economic performance of the manufacturing sector, which was compiled by Dubai’s largest bank Emirates NBD, reported a score of 55.3 in January, up slightly from 55.0 in December 2016 and the highest score since July 2016.

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© Express 2017

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