The Cheesecake Factory Wins Top Customer Service Award for Third Year in a Row


Kuwait: The Cheesecake Factory, operated in MENA by Alshaya Group (“Alshaya”), one of the world’s leading international brand franchise operators, has won the best service provider in the Casual Dining category at the Service Hero Awards 2021 in Kuwait for the third consecutive year. The Cheesecake Factory was recognised for its outstanding customer service following an annual customer service assessment organised by Service Hero, the region’s only consumer-powered customer satisfaction index. 

Jeff Kellen, Vice President – Casual Dining, Hospitality Division at Alshaya Group, said: “It is great to see the team recognised for their consistent hard work and win this service award for the third year in a row. Delivering a great guest experience is The Cheesecake Factory’s number one priority, and this fantastic ‘three in a row’ achievement is a real testament to the team’s dedication. We are especially delighted to see their commitment to service excellence recognised in Kuwait, where guests have high expectations.”

Service Hero is an independent consumer-powered assessment company 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 that provide outstanding customer service in several types.   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 is measured on a ten-point scale across eight service dimensions: reliability, speed, product quality, staff quality, value for money, location, call centre 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 customers an unparalleled choice of well-loved international brands, including 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. 

Alshaya Group’s portfolio extends across MENA, Russia, Turkey, and Europe, with thousands of stores, cafes, restaurants and leisure destinations, as well as a scale 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 delivering excellent customer service and brand experiences.  

Fresh, modern, and relevant, Alshaya’s constantly evolving retail portfolio reflects the choices and lifestyle of its customers. From flagship stores and restaurants in prestige malls to local coffee shops, drive-thrus, and online, Alshaya Group brings customers the brands they love in the places they want to be.