Three Alshaya retail brands achieve 2011 Service Hero Awards

Independent Customer Service Awards Awarded to American Eagle Outfitters, Dean & Deluca and Pottery Barn Reflect Alshaya’s Commitment To Customer Service

Kuwait, 19 February 2012: Three retail brands operated in Kuwait by M.H. Alshaya have been recognised for their outstanding customer service levels in the 2011 Kuwait Service Hero Awards announced this February. 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 10,000 customers.

Based on customer votes, American Eagle Outfitters won First Place in the Fashion & Accessories category and was also ranked in overall third place across the country in all categories, competing with over 300 brands in Kuwait for the award.

Dean & Deluca and Pottery Barn were also recognised for their outstanding achievements, and both brands received honorary awards in the Casual Dining and Home Furnishing categories respectively. A further three brands, Starbucks, P.F. Chang’s, and Mothercare were all nominated as Service Heroes reflecting a high level of consumer satisfaction among survey respondents.

The Service Hero Index which ran between October 1st 2011 and 31st December 2011 is a consumer powered assessment of retail service quality. It is run by Service Hero, an independent company whose sole focus is improving service standards by consulting companies and providing them with data. To ensure accurate and fair findings, Service Hero has an Independent Advisory Council in place. The Service Hero Index uses internationally recognised questions used by leading institutes to measure customer satisfaction. The Index assesses companies on eight key service dimensions: behavior, location, speed, product quality, reliability, value to price, call center, and website. It also measures customer loyalty and allows consumers to give comments and suggestions.

“The results of the Service Hero survey are a great endorsement of our brands’ commitment to customer care, commented Mona Dabbah, Group Customer Care Manager at M.H Alshaya. "Alshaya’s goal is to ensure that customers enjoy every visit they make to one of our stores and we constantly measure this through our own internal programmes such as Mystery Shopper surveys and our Customer Care helpline (182-12-12), which together helps us to continuously improve our standards. We are delighted that our own findings are validated though the Service Hero Index which offers a valuable third party perspective.”