Kuwait, February 19, 2013 – Service Hero, the creators of Kuwait’s only customer satisfaction index, unveiled the results of a three-month customer survey for the best customer service brands based in Kuwait. The results were announced in a red carpet awards ceremony attended by senior executives and CEOs of Kuwait’s business community.
The awards were based on a three-month voting drive that collected close to 10,000 direct customer votes through an online-based survey that was then validated and reviewed to ensure empirical and authentic findings.
Customers rated the companies based on a 10-point scoring system that measures customer expectations versus actual customer satisfaction across eight service dimensions. The eight dimensions were: reliability, speed, product quality, value for money, location of offering, staff quality, call center and website.
The winners of Car service center category is Toyota Al Sayer scoring the highest in their industry categories by people’s choice.
On this occasion, Mr. Mubarak Al Sayer, CEO commented by saying “Winning this award is a great honor specially coming from Service Hero which is specialized in analyzing service standards among companies. The award received is the result of hard work which was geared towards giving our customers the best possible experience. Today we feel our customer’s appreciation by rating us in the first place for offering the best service center in the automotive industry category. This proves that we have chosen the right strategy: Customer’s satisfaction comes always first”!
Mr. Al Sayer added: “We accept this award on behalf of each and everyone one of our dedicated team whom strives to be up to our customer’s expectations and more, by offering superior facilities and customer’s service in a competitive market where the customer deserves and expects the best, and receiving the service Hero award only supports MNSS claim in putting customers satisfaction first and utmost by strategically spread facilities and services”.
Service Hero President, Ms. Faten Abu-Ghazaleh, said: “We would like to congratulate all the winners from the 2012 awards ceremony who have received the highest customer satisfaction scores in their industry categories. This ceremony is to acknowledge the hard work and focus that these companies have put into either maintaining or uplifting their service standards for their customers.
“Afterall, customer satisfaction is sometimes misunderstood with training staff to smile or making locations and branches look attractive. In reality, customer service is a discipline and a continuous series of activities and hard work to address the needs of customers. It includes the right communication, staff motivation and improvement of internal processes all for the benefit of the customer. The SHCSI shows companies where they are positioned against their competitors in customer service and it helps provide them with the insights to improve – all based on customer feedback.”
Abu-Ghazaleh said: “Now it is clearly evident that customers are not assessing companies based on their history or background, but solely on the services each company is providing. No matter how large or small the company, customers are being equally critical and ranking services based on how they’ve been served.”
Service Hero found that customer satisfaction rose slightly by 2% in the last three years, scoring an overall total of 7.86 points out of ten for the year 2012.
There was strong overall improvement among industry categories, where customer expectations increased in 13 out of the 15 industry categories this year.
Abu-Ghazaleh added: “Building blocks to create a service culture start with a leadership team that is fully committed to service excellence and completely behind this mission. It also includes communication, education, process improvement, rewards, resources in-place and having the accurate measures to ensure that service excellence is always being met.”
About Service Hero:
Service Hero offers a 100% people-driven platform for voting on service quality, and provides organizations with the knowledge and tools needed to track and improve performance for the benefit of customers. It was founded as a neutral independent entity with a mission to help companies enhance customer care standards by offering them the measurement tools and expertise to understand how to obtain customer satisfaction. The Service Hero Customer Satisfaction Index (SHCSI) is a unique concept solely focused on collecting the voice of customers on service standards and creating a list of service providers ranked by category. Service Hero was established by a team of professionals at Khayal Consultants, keen on identifying companies that are service leaders in their market. This team is backed by an Advisory Council which assures results that are impartial, objective and accurately reflect people’s preference. Service Hero’s main goal is to measure the satisfaction level in the market by real consumers in order to help and empower companies to improve their service levels.