UAE Outperforms Other Countries In Customer Experience

According KPMG’s ‘UAE Customer Experience Excellence Report 2020’, UAE’s travel and hospitality sectors have outperformed other countries.

KPMG, short for Klynveld Peat Marwick and Goerdeler, is one of the world’s leading professional services firms, involved in providing innovative business solutions as well as tax, auditing, financial and business advisory services to many of the world’s leading and premier organizations.

According to the report released by KPMG, UAE’s overall performance in customer experience has increased by 7% since 2018. KPMG ranked hospitality and travel companies across 6 parameters which it calls Six Pillars of Customer Experience Excellence (CEE). These six pillars are:
Personalisation,
Integrity,
Expectations,
Resolution,
Time & Effort and
Empathy

Emirates Airline was again voted the number one brand, leading across all the six pillars.

Despite suffering from the effects of the pandemic, the UAE hotel sector has seen excellent gains, managing to record the second highest occupancy rate globally in 2020 (54.7%), which is only behind China.

Domestic travel far exceeds international travel. Luxury hotels and resorts seem to be outperforming regular business hotels. The industry has met the challenges head on to meet changing customer demands regarding safety and hygiene, while trying to keep the costs at reasonable levels.

The UAE hospitality sector, specially that of Dubai and Abu Dhabi, has risen to the occasion and implemented a host of technological solutions which include online check-ins, use of robots, etc

As per KPMG Hospitality Survey 2021, nearly 9 out of 10 people (87%) who stayed at a Dubai based hotel during the pandemic, were satisfied with their experience and said they would return.

Dubai is one of the world’s most sought after tourist destination. The quality of customer service remains unparalled even during the pandemic period. This says a lot about their commitment to providing the best possible customer experience.

The recovery has been impressive and things are looking bright for the future of hospitality in UAE.