The survey-based index revealed that customers were consistently being disappointed by the service offered by internet service providers (ISPs), telecoms, and car service centers. On the other hand, customers were much satisfied with the leisure-based sectors, specifically cafes, casual dining, and fine dining – all three of which measured very close to their customers’ expectations.
Service Hero President, Ms. Faten Abu-Ghazaleh said:
“What we see is that some of the biggest industry categories in the economy seem to be performing considerably lower than consumers’ expectations of them. Consumers have used the Service Hero platform to voice their dissatisfaction as well as their satisfaction with key industries. For example, technology-based industries as well as some that are skill-intensive have the lowest satisfaction levels. The challenge in these categories is learning what service dimension (e.g. is it speed, reliability or staff) is the one that pull the scores down.”
The surveyed sectors by consumers were cafes, casual dining, fine dining, clothes retail, home furniture, local airlines, retail banks, new car sales, Islamic banks, fast food, electronics, hospitals, internet service providers (ISPs), car service centers, and mobile phone operators. Customer satisfaction within these sectors was tracked by asking by consumers who have been repeatedly exposed to these sectors to score their service offering based on six different service standards dimensions.
The dimensions were service reliability, speed, product quality, value for money, location of offering, and staff quality. Additionally, consumers were also asked to rate the call center offering and website in the sectors that depend on these two consumer and sales channels. The sectors that included these additional dimensions were airlines, mobile operators, ISP’s, retail banks, and Islamic banks were also scored their, which form an integral part of their consumer offering.
Covering 15 sectors, the Service Hero 2010 Customer Satisfaction Index for Kuwait-level data is available for free. Academic institutions, research institutions, and governmental and non-governmental organizations may request their free copy of the 50-page in-depth report on ServiceHero.com.
Service Hero will be announcing top performing companies as ranked by customers in an awards ceremony in January. During the event, Kuwait’s best companies in customer service as voted on by customers will be revealed and awarded.
Monday, December 6- 2010 @ 11:33 UAE local time (GMT+4) Replication or redistribution in whole or in part is expressly prohibited without the prior written consent of Mediaquest FZ LLC.