For the ninth time, Zain - the leading digital service provider in Kuwait - ranked first in the ‘Best Mobile Operator’ category in Kuwait for the year 2020 by Service Hero, the Arab World's only 100% consumer-powered customer satisfaction index. The announcement came during the virtual awards ceremony held over video conferencing technology to adhere to the health guidelines posed by the COVID-19 pandemic.
Zain ranked first for achieving the highest customer satisfaction scores by providing the best quality service standards to the Kuwaiti market. The award came after an in-depth evaluation by Service Hero’s independent advisory council, which recognized Zain’s leadership in offering the best innovative digital services, as well as its relentless pursuit of excellence and innovation with the aim of achieving superior digital lifestyle transformation for its customer base, considered the biggest in Kuwait.
Zain received the award for achieving high rates of customer satisfaction. The recognition from Service Hero for the ninth time demonstrates Zain’s commitment in providing its customers with the highest levels of service, further reinforcing its efforts in maintaining the values of its brand. The company is motivated to continue its pledge in providing innovative services to meet the needs of its customers as well as to facilitate their personal, professional, and business needs.
Last year, Zain received ‘Kuwait’s Fastest Fixed Broadband Network’ award for Q1-Q2 2020 from Speedtest by Ookla, the global leader in transparent Internet testing applications, data and analysis. The award reflected Zain’s efforts in offering the largest and most powerful 5G network in Kuwait since commercially launching fifth generation wireless technology back in June 2019.
Zain was the first operator to offer 5G technology in the GCC region via the Kuwaiti market with nationwide coverage of all areas. The company succeeded in designing the first integrated network for 5G services built on a world-class infrastructure, ultimately transforming the telecom sector across the country and region.
Service Hero's assessment method is statistically rigorous, robust, and relevant. From representative sample sizes to service quality checks and ratings scales, Service Hero's Index provides a rigorous annual snapshot of consumer feelings.
Based in Kuwait, Service Hero is the only consumer powered customer satisfaction index in the Middle East. The company is a member of ESOMAR (European Society for Opinion and Marketing Research) 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.
It is comprised of academics and business professionals representing leading institutions and corporate establishments in Kuwait and the UAE, including the American University of Kuwait, Australian College of Kuwait, Gulf University for Science and Technology, Abu Dhabi University, and Zayed University.
Since 2010, Service Hero has measured around 330,000 validated consumer assessments covering more than 600 private sector companies.