Dubai retail strives for excellence

(MENAFN- Khaleej Times) Dubai's initiative of consumer-friendliness index promotes the race for retail excellence and leadership in the emirate. The region's first-ever Consumer-Friendliness Index initiative launched by the Department of Economic Development (DED) in Dubai is contributing to a qualitative change and service excellence drive in the emirate's retail sector as seen in a quarterly analysis of the outcomes conducted during April to June 2013. The results are based on the responses of 1,139 people from all nationalities living in Dubai. "Initiatives like the Consumer-Friendliness Index provides a reliable benchmark for consumers to ensure that their rights are protected and for businesses to work towards raising the bar on their competitiveness and customer loyalty,"said Omar Bushahab. The average aggregate score in the automobiles dealership sector was 61.39 and five of the leading dealers scored higher than the average. The leader in this segment has an aggregate of 70.77 thanks to competitive pricing and quick resolution of complaints. The top aggregate score among hypermarkets is 70.62 but tough competition was also evident in this sector with another hypermarket scoring higher in terms of complaints resolution and staying above the average aggregate of 67.13. Excellence in pricing and a high consumer rating appeared to be the deciders in the commercial category (which included apparels, shoes and perfumes) where the highest aggregate score was 73.63 and the average aggregate was 65.56. The home furnishing sector painted a bright picture in customer relations with two of the leading stores scoring a full 20 out of 20 in complaints resolution. Three of the stores scored higher than the average aggregate of 64.83 with 72.01 being the highest score. In electronics, the highest aggregate was 73.15 and five of the stores evaluated scored higher than the average of 64.58. All major players shared a top billing for complaints resolution among coffee shops where the leader has an aggregate of 72.61 against an average of 69.94.