When it comes to customer satisfaction in the UAE, cafés top the list with an 80.4 satisfaction score out of 100 maximum points, while mobile operators fell to the bottom with a poor 65.5.
Cafés are followed by new car sales, electronics and clothes, ranking second, third and fourth in the annual Customer Satisfaction Index for the UAE, released by Middle East region’s consumer powered customer satisfaction index, Service Hero.
The survey also revealed that declining customer satisfaction is threatening business growth in the UAE, which scored a 75.8 satisfaction rate.
The index is an annual assessment of the factors driving customer satisfaction. It also aims to set new standards for customer service region-wide. The index studies customers’ assessments of the services received in 17 sectors, a statement said.
The results also 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,” said president and founder of Service Hero, Faten Abu-Ghazaleh.
The index’s findings also reveal that women are overall more satisfied than men, with a 77.4 satisfaction rate, while men have an overall 74.3 actual satisfaction rate.