Customer Satisfaction Index for the UAE by Kuwait-based Service Hero

Findings show business growth is threatened

Customer satisfaction scores on a 10 point scale with 10 being highest.

Customer satisfaction scores on a 10 point scale with 10 being highest.

Cafés topped the list with a 80.4 satisfaction score out of 100 maximum points, while mobile operators fell to the bottom of it with a poor 65.5. Other industries that performed well were automotive sales, electronics, clothes and airlines.

The results also reveal that customers’ expectations in the UAE are high, with the average expectations exceeding 80 points.

The ‘Customer Satisfaction Index for the UAE’  findings 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.

Additionally, the index revealed that holders of high school degrees are the most satisfied, as they scored a rate of 81, while university degree holders scored 75.3 and Masters and PHD holders scored 72.3, which means that the more educated an individual is, the higher standards of customer service he/she expects.

In terms of dimensions of service, websites and call centers received the lowest rating among the individuals included in this index, while physical location service centers (attractiveness, convenience, parking access and timings) received a high rating. This indicates that businesses need to be investing more in their digital platforms, call centers and interaction points to match the level of service provided in their physical locations.

The results reveal that customers’ expectations in the UAE are high, the average expectations exceed 80 points. “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,” says Faten Abu-Ghazaleh, president and founder of Service Hero.

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

For the UAE Index report, Service Hero collected over 18,510 authenticated consumer voices in the UAE, covering 14 different business sectors.

The assessments were collected from a sample comprised of 30 percent Kuwaitis, 37 percent Arabs and 33 percent non-Arabs living across the UAE.

Faten Abu-Ghazaleh, president and founder of Service Hero.

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