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FAQs

The Service Hero Index is the region’s only 100% consumer-driven customer satisfaction index. This means you the consumer are empowered to rate your service experience at restaurants, airlines and clothes shops. Your ratings allow companies to learn about their strengths and weaknesses and how they compare with competitors. Your rating also provides industry category averages and an overall country average which can be compared on a global scale as we are the regional partner of the American Customer Satisfaction Index.

The survey assesses commercial establishments operating across five service categories:

  • Regional Airlines
  • Mobile Operators
  • Islamic Banking
  • Retail Banking
  • Grocery
Service Hero is an online survey. Rating can be made through our website, Facebook and via smartphone.
The survey is open year round staring January 1st through December 31st. You are free to login and share your experience with us anytime you feel like it.
Any consumer aged 16 and above.
There is no limit to the number of assessment you can make. However, you cannot rate for the same brand more than 4 times during the year, that means one assessment every quarter.
Most leading companies in the country are automatically included in the Service Hero database. others can be added by clicking Contact us.
Service Hero offers simple promotional kits to encourage your customers to rate. See details.
For security reasons and to ensure that responses reflect unique individuals, you will be asked to submit a correct email at the end of the survey or upon registration. This will trigger an automated email asking you to confirm your identity. Only upon our receiving your confirmation will your assessments be tabulated. Other types of checks also take place, such as IP address monitoring and cross-referencing phone numbers.
Yes! Service Hero implements strict security measures, including 256-bit SSL encryption, to ensure that the data you provide is securely and reliably transmitted to our servers. Additionally, our confidentiality policy ensures that no personal information will ever be shared with other companies or individuals without your permission.
No. Reports can only be purchased by companies where full details of their scores can be seen by them.
Yes. Each category has a minimum sample size of 500 assessments which gives a margin of error +/- 5%. The country-wide sample of 6,000 validated assessments represents the population distribution across key demographic groups.
The Council is comprised of leading academic institutions and neutral business professionals with no commercial interests in Index findings. Its function is to supervise the assessment and to ensure fair and empirical results that adhere to international procedures and norms.
Yes, our methodology adheres to the principles of ESOMAR, the European Society for Opinion and Marketing Research as well as adhering to the American Customer Satisfaction Index.
Regardless of the number of assessments you have submitted through the Service Hero assessment platform, you will have only one chance to enter the draw per 90 day period.
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