Alshaya brands shine at 2021 Service Hero Awards


The Cheesecake Factory and American Eagle recognised for great customer service

Kuwait: Two leading international brands operated in MENA by Alshaya Group have once again topped the pyramid of customer service in MENA by winning 2021 Service Hero Awards, the region’s only consumer-powered customer satisfaction index. 

At a virtual awards ceremony, The Cheesecake Factory won the overall award for best customer satisfaction in Kuwait. In addition, the brand was recognised as the best service provider in the Casual Dining category in both the UAE and Kuwait. The Kuwait winner in the Clothes category was American Eagle.  Both brands are past multiple award winners and this year’s wins reflect their ongoing commitment to deliver excellent service and always offer a positive customer experience. 

Jeff Kellen, Vice President – Casual Dining, Hospitality Division at Alshaya said: “We know that customers expect fantastic service when they come to dine at The Cheesecake Factory so delivering a great customer experience every time is our number one priority. This is the second time that The Cheesecake Factory has won at the Service Hero awards and it is a real testament to the team’s dedication – we are delighted to see their commitment and consistency of delivering their service promise recognised.”  

Steve Parkinson, Vice President, Apparel Division at Alshaya said: “This is a great result for the American Eagle team. The brand is known for its youthful, stylish, and great value ranges but in a competitive marketplace great customer service really makes the difference.  It is great to see the team recognised for their consistent hard work and win a valued Service Hero awards for the seventh time in the last 11 years.” 

Faten Abu-Ghazaleh, Service Hero President said: “These awards celebrate top performing companies that have succeeded in understanding their consumer’s needs, and more importantly, were able to reflect that understanding by delivering a customer-focused, unique and differentiated service.  It is great to congratulate The Cheesecake Factory and American Eagle Outfitters once again for their achievements.”

Service Hero is an independent consumer powered assessment focusing on service quality. The Service Hero Index, which has operated since 2010, gathers views from more than 20,824 respondents across 16 categories in the UAE and Kuwait.  Service Hero makes annual awards to companies who provide outstanding customer service in several categories.   The categories include cafés, casual dining, fast food, new car sale, car service, clothes, electronics, home furniture, retail banks, Islamic Banks, ISP, mobile operators, private hospitals, regional Arab airlines, and supermarkets. Each industry category was measured on a ten-point scale across eight service dimensions: reliability, speed, product quality, staff quality, value for money, location, call center and website quality.

About Alshaya Group:

Alshaya Group is a dynamic family-owned enterprise, first established in Kuwait in 1890. With a consistent record of growth and innovation, Alshaya Group is one of the world’s leading brand franchise operators, offering an unparalleled choice of well-loved international brands to customers,

Alshaya Group’s portfolio extends across MENA, Russia, Turkey and Europe, with thousands of stores, cafes, restaurants and leisure destinations, as well as a growing online and digital business.  

Operating in multiple sectors including Fashion, Food, Health & Beauty, Pharmacy, Home Furnishings and Leisure & Entertainment, Alshaya Group colleagues are united by a commitment to authentically deliver great customer service and brand experiences. 

Fresh, modern and relevant, Alshaya’s constantly evolving portfolio reflects the choices and lifestyle of its customers. From flagship stores and restaurants in prestige malls, through to local coffee shops, drive-thrus and online, Alshaya Group brings customers the brands they love in the places they want to be.  Brands such as Starbucks, H&M, Mothercare, Debenhams, American Eagle Outfitters, P.F. Chang’s, The Cheesecake Factory, The Body Shop, M.A.C, Victoria’s Secret, Boots, Pottery Barn and KidZania.