Alshaya: Dubai’s most customer-friendly retailer

International retail franchise operator M.H. Alshaya Co. has been named as Dubai's most customer-friendly retailer in the Department of Economic Development's (DED) annual Consumer Friendliness Index.

The Index saw retailers from seven sectors honoured by His Highness Sheikh Mansoor Bin Mohammed Bin Rashid Al Maktoum, Chairman of the Dubai International Marine Club (DIMC). Alshaya Group and LuLu Hypermarket were overall leaders in customer satisfaction among the 60 outlets rated by DED for their consumer friendliness.


Alshaya won the highest rating in the Consumer Friendliness Index with a total of 85 points in terms of outstanding customer service, in addition to being in first place in the retail segment.

The annual Consumer Friendliness Index, currently in its fourth year, aims to promote customer satisfaction. The Index has six major criteria: product quality, price, value for money, satisfaction with after-sales service, clarity of service/warranty policies, and overall customer satisfaction.

Alshaya operates 70 of the world's best-known brands – including Starbucks, H&M, Mothercare, Debenhams, American Eagle Outfitters, P.F. Chang's, The Cheesecake Factory, Victoria's Secret, Boots and Pottery Barn.

His Excellency Sami Al Qamzi, Director General of DED, commented: "We are proud to see the Consumer Friendliness Index initiative completing four successful years with a 13 percent increase in number of participants – from 52 to 60 in 2015. The initiative aims to strengthen the relationship between the merchant and the consumer by encouraging traders to offer best-in-class customer service and constantly improve their professional standards as well as the customer experience provided to the community at large in Dubai, which reflects on the quality of retailing in the UAE and the Middle East."

Mona Dabbah, Director of Group Customer Services at Alshaya, said the award reflected Alshaya's dedication to creating the best shopping and dining experiences for its customers.

"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 for our customers whenever they are shopping or dining at our stores, cafés, and restaurants," said Ms Dabbah.

Alshaya's commitment to customer service is supported by its accreditation to ISO standards, with two certificates issued in the past 12 months for Alshaya's compliance with international customer service standards and processes.