Our Vision

To be the leading authority on service quality rates, standards and practices in the Middle East.

Our Mission

To create a people-driven platform for voting on service quality. To provide companies with the knowledge and tools needed to track and improve performance. To use the best tools and methods for customer care.

We have three critical values:

Credibility

All data and reports we produce are vetted by strict statistical models, rules and procedures to ensure robust and representative data.

Integrity

We are completely neutral and unbiased in our reporting – our only bias is to always report the true picture based on consumer feedback

Relevance

The selection of which areas to study and which findings to report on to the market is driven by reporting on data that is of value to consumers and companies alike

Service Hero has appointed an Independent Advisory Council comprised of academic institutions as well as leading business professionals. As a neutral panel of experts, the Council’s function is to supervise the assessment and ensure fair and empirical results that adhere to all procedures and norms. IAC members are neutral professionals with no commercial interests in the findings.

Service Hero is comprised of a dynamic and dedicated team of individuals with varied professional and academic backgrounds. Our team has rich experience in market research, statistics, and analysis, as well as digital development, programming, design and communication. Members come from a variety of industries including market research, banking, consulting and software development.

Faten Abu-Ghazaleh

President & Founder

Faten is President of Service Hero. She is also one of three managing partners at Khayal Consultants where she heads the Marketing and Strategy Consulting team. Prior to Khayal, Faten spent 17 years at the National Bank of Kuwait as Assistant General Manager responsible for the Marketing Division and retail strategy. Her responsibilities at NBK included market research, MIS, CRM, Internet deployment, service quality, as well as product and segment management. She was a member of key committees that reviewed advertising, branding, core system evaluation, BPR and strategy.

Since joining Khayal, Faten has worked with numerous firms, often on repeat assignments. Her experience has been advising on retail strategy, working with clients on articulating their brand’s vision, mission and positioning statements, recommending and implementing service quality programs, conducting brand audits, looking into issues of staff morale, reviewing job description career paths as well as rewards in order to raise performance, recommending and overseeing research projects, and conducting training and coaching.

Faten holds an MBA from New York University and a BA in Political Science from Kuwait University.

Faten received the prestigious 2019 “Business Woman of the Year” Kuwait award from Arabian Business.