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Alshaya brands shine at 2015 Service Hero Awards

Kuwait’s customers have spoken: American Eagle Outfitters, Pottery Barn, and Dean & Deluca recognised for great customer service

Kuwait, 28 February 2016: Three retail brands operated in Kuwait by M.H. Alshaya Co. have been recognised for their outstanding customer service levels in the 2015 Kuwait Service Hero Awards announced this month, underlining Alshaya’s ongoing commitment to customer service.

Three of Alshaya’s fashion brands dominated the Clothes and Accessories category for 2015. Out of 155 fashion brands in Kuwait, American Eagle Outfitters won first place, followed by Bhs and Next.

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Pottery Barn and Dean & Deluca were also recognised for putting their customers first, receiving honorary awards in the Home Furnishing and Casual Dining categories respectively.

“We think of the customer in everything we do. We reach out to them, listen to them, and respond to them with the best possible service. Our aim is to create moments of delight to our customers whenever they are shopping or dining at our stores, cafés, and restaurants,” said Mona Dabbah, Director of Group Customer Services at Alshaya. “These Service Hero Awards are a testimony to the dedication and achievement of our people who strive to win our customers’ satisfaction.’

Nominations for the awards were collected by Service Hero Index, an independent customer service survey, which was conducted in Kuwait across a sample of over 15,000 customers covering more than 300 companies.

The Service Hero Index which ran between October 1st 2015 and 31st December 2015 is a consumer-powered assessment of retail service quality. The Service Hero Index uses internationally recognised questions used by leading institutions to measure customer satisfaction. The Index assesses companies on eight key service dimensions: behaviour, location, speed, product quality, reliability, value to price, call centre, and website.

Alshaya’s Group Customer Services team operate a range of programmes which together help it understand customers’ emerging needs, enhance overall service levels and continuously improve the in-store experience. As well as providing training and coaching to front liners across MENA, the team operates a range of customer feedback channels which help it listen and respond to customer enquiries and concerns. Alshaya’s Customer Service teams have been accredited with two ISO certificates in the past 12 months for their commitment to, and compliance with, international customer service standards and processes.