Page 41 - SAMENA Trends - March-April 2022

REGIONAL & MEMBERS UPDATES SAMENA TRENDS

continually built on that competitive risen to the challenge across its markets. spending. As we seek out new growth
advantage. We are also creating significant The company continues to diligently opportunities in a sustainable conscious
value for shareholders through the deal with other challenges including manner, our priority remains to provide
unlocking of capital and optimization of fluctuations in currency exchange rates, world-class telecommunication services
infrastructure assets through our tower additional taxes, regulatory developments, to our valued customers while delivering
sale and leaseback strategy. There has intensified competition, the rise of excellent returns to shareholders and
been a surge in demand for broadband unlicensed competitors, and the evolution maintaining impeccable corporate
access due to the pandemic, and Zain has of purchase patterns and consumer governance.

Zain ‘Best Mobile Operator’ and ‘Best ISP’ in Kuwait During 2021

Zain, the leading digital service provider
in Kuwait, ranked first in the ‘Best Mobile
Operator’ category for the tenth time
and the ‘Best Internet Service Provider’
category for the sixth time in Kuwait for the
year 2021 by Service Hero, the Arab World's
only 100% consumer powered customer
satisfaction index. The announcement
was made during the virtual event held by
Service Hero, featuring the participation
of many industry leaders, executives,
public figures, and private sector
representatives. The Index celebrated
the companies that received the highest
scores from consumers in recognition of
their world-class service level and quality,
each in their respective industries. Zain and business needs. Last year, Zain Kuwait, Service Hero is the only consumer
came on top of the categories under the received the Gulf Breakthrough Award powered customer satisfaction index in
telecommunications sector. Zain ranked from Dell Technologies, the global leader the Middle East. The company is a member
first for achieving the highest customer in technology solutions. The award of ESOMAR (European Society for Opinion
satisfaction scores by providing the best recognized Zain’s Strategic Partnership and Marketing Research) and adheres to
quality service standards to the Kuwaiti with Dell in driving digital transformation the global organization’s principles and
market. The award came after an in-depth within the telecom and IT sector in the guidelines for self-regulation and ethical
evaluation by Service Hero’s independent region, as well as its offering of advanced practice. Service Hero is overseen by an
advisory council, which recognized Zain’s solutions across its B2B and B2C platforms Independent Advisory Council to assure
leadership in offering the best innovative as per world-class standards. The award is results that are impartial, objective, and
digital services, as well as its relentless a testament from one of the world’s biggest accurately reflect consumers’ preference,
pursuit of excellence and innovation technology leaders in Zain’s capabilities making the company’s findings a credible
with the aim of achieving superior digital and contributions to empowering digital benchmark that offers transparent and
lifestyle transformation for its customer transformation. The award reflected the relevant insight for companies. It is
base, considered the biggest in Kuwait. company’s leadership in adopting the comprised of academics and business
Zain received the two awards for achieving highest international standards to offer professionals representing leading
high rates of customer satisfaction. The advanced solutions with fantastic service institutions and corporate establishments
recognition from Service Hero for the quality to its subscribers and corporate in Kuwait, including local banks, investment
tenth and sixth times demonstrates Zain’s customers, whom it considers an essential funds, consultancy groups, as well as
commitment in providing its customers part of the Zain family, the biggest family private academic institutions such as the
with the highest levels of service, further of subscribers in Kuwait. Service Hero's American University of Kuwait, Australian
reinforcing its efforts in maintaining assessment method is statistically College of Kuwait, and Gulf University
the values of its brand. The company rigorous, robust, and relevant. From for Science and Technology. Since 2010,
is motivated to continue its pledge in representative sample sizes to service Service Hero has measured around
providing innovative services to meet quality checks and ratings scales, Service 300,000 validated consumer assessments
the needs of its customers as well as Hero's Index provides a rigorous annual covering more than 300 private sector
to facilitate their personal, professional, snapshot of consumer feelings. Based in companies.

41 MARCH-APRIL 2022