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Alshaya receives the 'Franchise of the Year Award' in the 2012 Service Hero Index

18 Feb 2013

M.H. Alshaya Co., the leading international retail franchise operator for over 70 of the world's most recognised brands, this month received the 2012 Franchise of the Year Award at a ceremony organised by Service Hero in Kuwait. In addition, six brands operated by Alshaya were also nominated for service excellence awards in their respective business categories. The Service Hero Index, which was launched in Kuwait in 2010, is an independent customer service survey that measures customer satisfaction and has since measured over 14,000 customer opinions across 17 industry categories.

Alshaya receives the 'Franchise of the Year Award' in the 2012 Service Hero Index

The Franchise of the Year award – which is a new category for 2012 - recognised Alshaya's achievement in providing consistently high-quality customer service standards across the portfolio of international brands that it manages in Kuwait; based on the satisfaction ratings from respondents.

As well as receiving this group award, American Eagle Outfitters received the award as leading retail clothes brand in Kuwait for the second year in a row, whilst six individual brands operated by Alshaya; Mothercare, Debenhams, Starbucks, P.F. Chang's, Shake Shack were nominated and Pottery Barn received an honorary mention for their quality of service in their individual categories.

"We are delighted that Alshaya, and so many of its franchise brands, have been recognised in this year's Service Hero Awards," commented Mona Dabbah, Group Customer Care Manager at M.H. Alshaya Co. "We believe in offering our customers a positive experience that puts them at the centre of what we do across all touchpoints, from in-store to e-commerce sites and from telephone contact to email; and our internal programmes help us to listen and respond to their needs. Being the first company to win the Franchise of the Year award is a testament to Alshaya's commitment to operating at the highest international standards. This independent recognition from Service Hero reflects the dedication to service which is shared by all our store staff."

Company overview 

Alshaya Group is a dynamic family-owned enterprise, first established in Kuwait in 1890. With a consistent record of growth and innovation, Alshaya Group is one of the world's leading brand franchise operators, offering an unparalleled choice of well-loved international brands to customers.

Alshaya Group's portfolio extends across MENA, Türkiye and Europe, with thousands of stores, cafes, restaurants and leisure destinations, as well as a growing online and digital business.

Operating in multiple sectors including Apparel, Food, Health & Beauty, Pharmacy, Home Furnishings and Leisure & Entertainment, Alshaya Group colleagues are united by a commitment to authentically deliver great customer service and brand experiences.

Fresh, modern and relevant, Alshaya's constantly evolving portfolio reflects the choices and lifestyle of its customers. From flagship stores and restaurants in prestige malls, through to local coffee shops, drive-thrus and online, Alshaya Group brings customers the brands they love in the places they want to be. Brands such as Starbucks, H&M, Mothercare, Debenhams, American Eagle Outfitters, P.F. Chang's, The Cheesecake Factory, The Body Shop, M.A.C, Victoria's Secret, Boots, Pottery Barn and KidZania.