Although many companies reiterate their commitment to service, morning, noon and night, many customers are still dissatisfied with the general level of service in virtually every sector, from healthcare, to government ministries, telecommunications companies and tourism services.
Just over a year ago, “Globes” began publication of a bi-weekly “Israel Service Index,” a joint venture with Israel Discount Bank (TASE: DSCT), and research institute Marketest. The index provides objective data that reflect customer satisfaction in all sectors. Last year, the index examined 23 key sectors in the economy, numbering 97 companies and specific organizations alongside several categories that incorporate small companies in various sectors.
This week, to mark the completion of a successful year, and the start of the new one, a ceremony was held at Discount Bank’s new headquarters of Tel Aviv’s “city”, to present the “Outstanding Service Award” to companies and organizations with the highest scores up to September 2006. Attending the ceremony were all the CEOs and marketing managers whose companies were sampled last year, and who consider customer service a priority.
Dan Hotels in first place
The Dan Hotel chain was the undisputed winner this year, with a score of 9.1 for providing the best customer service. It is also the oldest competitor, growing from a small guest house on the Tel Aviv beachfront in 1947 to a chain of 12 hotels today, the most famous and prestigious of which is the King David Hotel in Jerusalem. The other challengers in this category were the Isrotel, Fattal, and Sheraton Israel hotel chains.
The survey revealed that 98% of Dan customers said that they were either satisfied or extremely satisfied with the service they received. The hotel chain scored 9.1 for the level of customer recommendations to friends to stay at its hotels.
Dan’s high score is also remarkable given that the average score for general satisfaction in the was 8.5.
Steimatzy and Eden Springs in joint second place
Two companies share second place, bookstore chain Steimatzky and mineral water company Eden Springs (Maayanot Eden) (TASE: MEYD), both with a score of 8.7.
Steimatzky represents the sector with the highest overall score, 8.7 - bookstore chains. The survey examined two key players - Steimtazky, and the younger competitor Tzomet Hasfarim, which has managed to stand the sector on its head. Steimatzky also received an average score of 8.7 and a score of 8.7 for overall customer satisfaction. It received a score of 8.8 for “recommendation to friends.” The two chains fought a close campaign, but Steimtazky finished ahead of Tzomet Hasfarim in second place thanks to its overall high score.
In the water sector, Maayanot Eden had a significant lead in the survey in all categories. Also surveyed in this category was Tami 4, together with a number of companies incorporated under the category “other companies,” among them Neviot - Nature of Galilee Ltd. (TASE: NVIO), AquaTal Water Filtration Products, Gaashim, Mey Tuvim Water Purifying Systems Ltd., Mei- Tal, May-Tzurim and Maayanot.
In third place came coffee shop chain Aroma. It received a score of 8.6 in the category of service awareness in coffee shop chains, published in April 2006.
Published by Globes [online], Israel business news - www.globes.co.il - on January 11, 2007
© Copyright of Globes Publisher Itonut (1983) Ltd. 2006