As a part of its continues success, ‘Nissan’ Al-Babtain ranked the best in the new car sales category at the Service Hero based on the customer satisfaction index for the best companies providing customers service in Kuwait. 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. Service Hero unveiled the results of a three-month customer survey for the best customer service brands based in Kuwait in a red carpet awards ceremony attended by senior executives and CEOs of Kuwait’s business community.
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. Service Hero President, 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. “After all, 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.”
From his side Mohammed Shalaby, Chief Operating Office at Al-Babtain Group highlighted that customer’s satisfaction is a priority. “Al-Babtain Group is keen to provide complete customer care service. Obtaining the New car sales award is the best evidence of the service standard we provide to our customers. The thousands votes of the participants at the survey increases our challenge to provide the best for our loyal customers and to keep our high standard,” he pointed out.
Empirical findings The Service Hero online survey used strict security protocols to ensure the authenticity of voters. Service Hero also employed a rigorous sampling and data quality methodology that is in line with the European Society of Opinion and Market Research (ESOMAR).
The Service Hero Customer Satisfaction Index is overseen by an independent Advisory Council comprising the American University of Kuwait, Gulf University of Science and Technology, Australian College of Kuwait, and the Kuwait Maastricht Business Schoolas its academic sponsors, and other prominent businessmen from leading organizations, including the Boston Consulting Group and Noor Financial.
None of the organizations represented by the council members were either directly or indirectly assessed in the survey.