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2021 Nominees

The top three scoring brands on overall customer satisfaction in each service category that met the minimum assessment requirement.

Financial: Commercial banks

  • Defined as: Any domestic commercial non-Islamic bank
  • A total of 12 brands were evaluated
  1. Abu Dhabi Commercial Bank (ADCB)
  2. Emirates NBD

Specialty Store: Clothes & accessories

  • Defined as: The purchase of clothes excluding stores solely selling accessories and shoes
  • A total of 55 brands were evaluated
  1. Nike
  2. Adidas
  3. R & B

Restaurants: Cafés

  • Defined as: Informal restaurants offering a range of hot meals and made-to-order sandwiches in addition to hot and cold beverages
  • A total of 18 brands were evaluated
  1. Dunkin Donuts'
  2. Starbucks
  3. Cinnabon

Aviation: Regional Airlines

  • Defined as: Any airline using UAE as its main headquarter
  • A total of 14 brands were evaluated
  1. Emirates
  2. Air Arabia

Restaurants: Fast food

  • Defined as: Typical fast food restaurants that offers burgers and other types of value meals
  • A total of 28 brands were evaluated
  1. Jollibee
  2. McDonald's
  3. KFC

Communications: Mobile operators

  • Defined as: Any domestic company focused on offering mobile phone packages and services
  • A total of 3 brands were evaluated
  1. Du
  2. Etisalat

Specialty Store: Home furniture

  • Defined as: Any store focused on the sale of durable furniture as well as decorative items
  • A total of 16 brands were evaluated
  1. Homes R Us
  2. IKEA
  3. Pan Emirates

Financial: Islamic banks

  • Defined as: Any domestic Islamic non-commercial bank
  • A total of 7 brands were evaluated
  1. Abu Dhabi Islamic Bank
  2. Dubai Islamic Bank

Specialty Store: Grocery

  • Defined as: Any large self-service store retailing food, perishables and household supplies
  • A total of 13 brands were evaluated
  1. Carrefour
  2. Lulu Hypermarket
  3. Nesto

Health care: Private hospitals

  • Defined as: Any private health care provider offering inpatient and outpatient services
  • A total of 28 brands were evaluated
  1. Aster Hospital

Specialty Store: Electronics

  • Defined as: Any stores focused on the sale of durable and nondurable electronic items
  • A total of 17 brands were evaluated
  1. E-Max
  2. Apple
  3. Sharaf DG

Specialty Store: Delivery Apps

  • Defined as: A mobile app that allows consumers to place orders from retailers using their smartphone or tablet device.
  • A total of 21 brands were evaluated
  1. Carrefour NOW
  2. Amazon
  3. Talabat

66% of transactions still take place in a store or branch, 16% are through an Application and 6% are Phone based.

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