Emirates tops Service Hero customer satisfaction index for the UAE

27 March 2019 Consultancy-me.com

The Kuwait-based customer experience platform and consultancy Service Hero has released its annual customer satisfaction index for the UAE, with Emirates taking the first place ahead of Apple and Honda. 

Founded in 2010 by Khayal Consultants managing partner Faten Abu-Ghazaleh, the Kuwait-based Service Hero platform collates customer satisfaction data from a wide range of sectors across the UAE and Kuwait to compile its overall country indices, with Emirates Airlines last year earning the UAE customer service crown ahead of Apple and Honda – according to nearly 30,000 valid assessments.

The third straight year that Emirates has appeared in the top-three for customer satisfaction ratings, the airline last year rose up from its previous second placing to claim the top ranking for the first time – unseating previous back-to-back champion Apple. As to the third place, Honda made its first entry into the top-three, curiously knocking out last year’s second place-getter and fellow automotive company Nissan.

Yet another auto manufacturer, BMW, featured in the top-three of the Kuwait index, which had a somewhat different make-up with local Islamic bank Boubyan taking the first spot for the third year running ahead of local long-time family-run favourite Mais Alghanim Restaurant. In terms of category winners in the UAE, Etisalat (mobile operators), IKEA (home furniture), and Carrefour (supermarkets) were among those featuring across the 14 categories.Emirates tops Service Hero customer satisfaction index for the UAE

Service Hero also noted the 1.6 percent rise in satisfaction levels across the board over the past year. “The increase in overall customer satisfaction that we see every year in the UAE is directly related to the nation’s keen interest in reinforcing the ‘Happiness and Well-being’ strategy across its different sectors,” said Abu-Ghazaleh. “With this, companies from both the private and public sector are urged to look into means of developing their performance levels in terms of service excellence, and ensuring that they deliver a service of high standards to please consumers.”

Aiming to provide an impartial overview, the Service Hero platform adheres to ESOMAR (the European society of opinion and market research) standards, and is overseen by a council of independent advisors, including McKinsey veteran and current BCG Senior Partner and Managing Director Reinhold Leichtfuss, who leads the firm’s Financial Services practice in the Middle East. Other advisors include noted academics and business leaders.

Abu-Ghazaleh: “We concluded 2018 with a 29 percent increase in the total number of collected assessments, and witnessed over 300,000 unique website visitors. The two main pages visited most by consumers were the scoreboard for an industry category and the brand information pages. These are two major indicators of consumers’ interest in a neutral and credible platform that can make their voices heard.”

Further to the collection of customer service data and reporting, Service Hero provides a range of other professional services, from statistical modelling and employee satisfaction surveys to customer-oriented organisational culture assessments and people development and training. Khayal Consultants meanwhile is a design and marketing consultancy established in Kuwait in 1996, with Abu-Ghazaleh leading the firm’s retail strategy and marketing consulting practice.

GE Healthcare Partners awarded for transformation project in Dubai

05 April 2019 Consultancy-me.com

GE Healthcare Partners has picked up a highly commended award for its work in the Middle East at the prestigious 2019 MCA awards in London, adding to its trophy cabinet from last year.

Hosted by the Management Consultancies Association (MCA) – the leading UK promotional body for the management consulting industry – the MCA Awards celebrate excellence in project delivery and individual achievements across a range of categories, such as Innovation in Digital and Technology, Best use of Thought Leadership, Customer Engagement and Marketing, and Change and Transformation in the Public Sector.

In the latter category, the global advanced healthcare consultancy GE Healthcare Partners has this year received a ‘highly commended’ recognition for its work with the Dubai Health Authority towards transforming the local sector into a world-class hub for healthcare. It’s the second straight year the firm has been acknowledged for its public sector work in the region, last year taking out the ‘International’ award for its project with the Saudi Ministry of Health.

A division of General Electric, GE Healthcare Partners serves as the strategy and management consulting arm of GE Healthcare, providing a range of services and solutions to private and private sector clients in the areas of strategy delivery, care design, digital and advanced analytics, operational excellence, training, and health management among others. Established locally more than a decade ago, the consultancy serves the region from hubs in Dubai, Riyadh and Beirut.GE Healthcare Partners highly commended for healthcare project in DubaiAssessed by an esteemed panel of independent expert judges – drawn from the business, consulting, academic and public realms – GE Healthcare Partners was highly commended at the 2019 MCA awards for its work over the past year in assessing and preparing the Dubai Health Authority (DHA) to implement strategic transformation initiatives under the Dubai Plan 2021 development programme.

Acting as a both a regulator and healthcare services provider, the DHA has altogether some 12,000 employees, and operates 40 centres, four hospitals and six core businesses. In developing a change transformation management framework in line with the DHA’s strategic goals, GE Healthcare Partners addressed four primary areas: operating models, management practices, corporate culture, and organisational readiness.

A runner-up this year to ultimate public sector category winner Cognizant, which was crowned for its agile transformation work with the BBC, GE Healthcare was last year named the outright winner in the International category ahead of a Proudfoot assignment in Mongolia and PwC’s work with the UK Department for International Development – taking home the prize for a patient-centred productivity project for the Saudi Ministry of Health.

Initially covering 12 key performance indicators across 33 hospitals, GE Healthcare Partners teamed up to implement the methodology and provide a range of development and leadership expertise for the improvement project. The results: the length of emergency department stays dropped by 25 percent and the number of non-urgent patients accessing the department reduced by 336,000 visits. The NPS – a metric to measure customer experience – meanwhile rose by 150 percent. Indeed, all twelve KPIs improved, at a return on investment ratio of 50:1.