Consumer Friendliness Index: Dubai Consumers Rated Top Retailers

In the Automobile sector Arab consumers between 18 to 24 years of age said that the after-sales service is decent, with good value for money. The reasons cited for dissatisfaction were high price and maintenance service, which was not up to expected standard.

95% of the participants in the survey in the Electronics sector expressed satisfaction with the transparency and clarity of their invoices, and overall satisfaction on the product quality and after-sales service, as well as the value for money. Most Arab consumers were positive about the electronic stores, especially regarding the policies related to service warranty. Some consumers said they were dissatisfied with the quality of products, service, and the high prices.

The Furniture sector also scored high in terms of product quality, value for money, and after-sales service. Consumers generally were satisfied with product prices, while poor product quality was the leading concern expressed.

Arab residents were mostly satisfied the about quality of beverages at coffee shops and cafes, as well as the value they get for their money. Though Arab respondents in the 18024 age bracket and students were satisfied with product prices a number of consumers said prices in cafes are generally higher.

Mohammed Rashed Ali Lootah, Executive Director, Commercial Compliance & Consumer Protection (CCCP) sector in DED, said: “The Consumer Friendliness rating also highlights the role and concerns of businesses in keeping Dubai a promising market, both in terms of business competitiveness and consumer protection standards. In this fourth cycle of the index, we have especially noted businesses being keen to take advantage of the outcomes of the rating and provide customers with outstanding service.”

Lootah added that the Index is an integral element of a series of initiatives and goals set by DED in order to raise the profile of Dubai and enhance ease of doing business in the emirate.

“We are therefore keen to assess the business outlets participating in this programme against a set of parameters and through opinion polls and field surveys that conform to the highest degree of transparency and impartiality. The findings of the surveys and the ratings received by outlets in this programme help all concerned to identify their respective strengths and weaknesses and ways to improve performance,” stated Lootah.

Lootah pointed out that the current cycle of 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.

CCCP launched the Consumer Friendliness Index in 2012 to strengthen the relationship and trust between consumers and retailers in Dubai. In its first cycle the programme had 24 commercial establishments and received feedback from 1,700 consumers across three main sectors – Electronics, Cars and Retail Chains – for compiling the index.