Emirates and Etihad Airlines have outperformed their rivals British Airways, Air France and Qatar Airways in a service quality benchmarking report. Customer service consultancy firm, Ethos Consultancy has conducted an independent study covering a comprehensive list of service quality criteria which captures customer satisfaction at all key customer touch points throughout a typical flight experience. This study analyses the customer experience from flight booking all the way through to check-in, baggage drop, boarding, plane conditions, in flight services such as food and beverage, entertainment and shopping, right through to disembarkation and final baggage claim. With only 0.8% difference between the two UAE national airlines, Emirates Airlines placed first overall scoring 92.3%, followed very marginally by Abu Dhabi based airline, Etihad Airways who scored 91.5%.

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Microsoft Gulf has selected Ethos Consultancy as an ambassador for their recent Gulf wide marketing campaign - ‘A Passion to Succeed’. The objective of the campaign is to capture the spirit of creative businesses and entrepreneurs, in the hope of inspiring other companies to fulfill their potential. Given the plethora of SMB’s Microsoft Gulf had to select from, Ethos Consultancy was thrilled to be recognised and invited to participate based on their innovative approach to business and entrepreneurial spirit. Launched December 2009, ‘A Passion to Succeed’ will run for three months across a number of online and print mediums.

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Dubai, January 3, 2010: Ethos Consultancy’s 5^th Annual UAE Service Quality Bank Benchmarking Study has revealed Islamic banks are outperforming Non-Islamic banks in all three service quality channels; branch, call centre and website. Seven Islamic banks were included in this year’s study which tested the service quality performance of 27 banks across the UAE. Five of the seven Islamic banks included claimed a place within the top 10 performance ranking table. Islamic banks scored an overall service quality performance score of 81.5% during the study carried out during the entire month of October, 2009. Non-Islamic banks were 3.8% behind, totaling an overall score of 77.7%.

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Dubai, November 15, 2009. Ethos Consultancy has released the findings of its 5^th Annual Service Quality Bank Benchmarking Study. This year shows a remarkable increase on last year’s study with the average customer satisfaction score increasing by almost 10%, the largest increase since the study commenced in 2005. RAKBank have retained the title as ‘Best Overall Bank’, narrowly edging out Dubai Bank who finished second overall and First Gulf Bank, who finished in third place.

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Ethos Consultancy has concluded the fieldwork for its 5^th Service Quality Bank Benchmarking Study. BBS 2009 will benchmark 27 of the UAE’s largest and most competitive Retail Banks on their levels on service quality. Ethos’ trained researchers have conducting a total of 1350 banking enquiries – 675 bank branch visits, 405 telephone enquiries and 270 website enquiries.

Concentrating on all three key customer contact methods, this study will reveal which banks across the UAE are exceeding customer expectations and breaking through the status quo in terms of delivering superior levels of customer service.

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