Lexus ‘the pinnacle of luxury’ wins Service Hero 2023
KUWAIT CITY, April 1: Mohamed Naser AlSayer & Sons and Lexus Kuwait won two distinguished awards namely:
Lexus Top 10 Brands 2023 Award Among highest rated brands in different sectors in Kuwait. Received this prestigious award for the first time.
Lexus First Car in Service 2023 Award
Received this high standard award for the second time from Service Hero, the only indicator in the region to measure customer satisfaction, in a framework for Service Hero’s efforts to foster a culture of service excellence where brands and customers thrive. Mr. Abdullah Al-Shuwaie, Group Manager, Legal Representative Customer Relations, and Engineer Sherif Sabry, Deputy General Manager, Lexus Service, received the two awards.
According to Mahmoud Abou-Zahr Senior Business Director Lexus Kuwait: Lexus always puts customers first and we ensure to give customers always the best facilities in terms of hospitality in addition to highly experienced service staffs and technicians. The exceptional reputation of ALSAYER along with our good network of service facilities all together have helped Lexus become best in Kuwait for car service”.
In her remarks at the awards ceremony, Faten Abu-Ghazaleh, President of Service Hero, said: “Based on our14years of 250,000 validated customer assessments, 2023 scored the highest in customer satisfaction in Kuwait all 20 categories. This proves that customer satisfaction has finally become a strategic tool for brands to continue to earn the loyalty of their customers and improve their performance. In the past, brands were less focused on service excellence and more absorbed with sales and operations, but today, we see that has shifted to customer satisfaction taking a more central role.”
The CSI measures three key service factors: expectations, overall satisfaction, and likelihood to recommend, as well as a number of service dimensions such as staff, location, product quality, value for money, speed, reliability, location, fixing complaints, call center, digital and delivery services. The highest scoring among these is location and delivery services while the lowest is value for money and speed of services.
“Over the years Lexus has transformed from a premium automotive brand to the pinnacle of luxury, this means the attention is always to every single detail and our standards of operation are of the highest standards. We continue to invest in the most advanced equipment and systems and always strive to develop our professional technicians on a consistent basis to take care of our customers’ cars to the highest standards because our goal is to give customers an amazing experience with Lexus” added Mahmoud Abou Zahr
7 Star Model of Customer Service All Lexus facilities in Kuwait embeds the philosophy of “Customer as No.1” that was nurtured over the half century history in all related elements around auto business being sales, service, parts and second hand car at a very high level and it conveys the sense of “Top of Hospitality” grounded on the values of 7 star customer service that penetrates throughout each corner of the facility.
Through the 7 star customer service model, Al Sayer Lexus commits to relentlessly pursue customer service perfection in every endeavor, and as a team aim to provide our customers with a rewarding personal ownership experience that continually exceeds their expectations. Research Methodology
The Index is based on 24,978 validated assessments by consumers spanning both male and female genders and a broad range of age, nationality, and education levels. Kuwaitis accounted for 28% of respondents in the survey and other Arab nationalities at 36%, while non-Arabs constituted the remaining demographic.
Based in Kuwait, Service Hero manages is the only consumer powered customer satisfaction index in the Middle East. The company is a member of ESOMAR and adheres to the global organization’s principles and guidelines for self-regulation and ethical practice. Service Hero is overseen by an Independent Advisory Council to assure results that are impartial, objective, and accurately reflect consumers’ preference, making the company’s findings a credible benchmark that offers transparent and relevant insight for companies.