Top performers in the fourth ‘Consumer Friendliness Index’ of the Department of Economic Development (DED) in Dubai have been honored at a special ceremony held today.
Retailers from seven sectors were honoured along with LuLu Hypermarket and Alshaya Group, both overall leaders in customer satisfaction among the 60 outlets rated by DED for their consumer friendliness. The annual Consumer Friendliness Index, currently in its fourth year, aims to promote customer satisfaction through fostering healthy competition among retailers and encouraging them to adopt exemplary practices to gain consumer confidence.
Alshaya Group 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. Lulu Hypermarket also led overall with points while being the top performer among Hypermarkets sector.
The list of winners in the other sectors was as follows: Damas (Gold sector) with index score of 84, Home Center (Furniture) with index score of 84, Fono Distribution Services (Electronics) with index score of 83, Juma Al Majid Group (Automobile) with index score of 82, and Second Cup Café (Café) with index score of 79.
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 per cent 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.”
The index showed that 94% of those who have shopped at hypermarkets expressed satisfaction with the transparency and clarity of their invoices, and most Arab consumers agreed that there is good value for money. In terms of prices, consumers noted that vegetable and fruit prices across hypermarkets are high.
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