28/04/2026 06:35 AST
Zain Kuwait has reaffirmed its leadership in customer experience after ranking first in the Telecom category of Service Hero's Customer Satisfaction Index for the 14th time. The company also secured first place in the Internet Service Providers (ISPs) category for the 10th time, further strengthening its position as Kuwait's leading digital service provider. The latest recognition reaffirms Zain's strong customer trust and sustained leadership in one of Kuwait's most competitive sectors. It reflects the company's continued focus on elevating service quality, strengthening reliability, and delivering greater value through seamless digital experiences across every customer touchpoint.
Zain's continued first-place ranking in both Telecom and ISPs demonstrates the strength of its customer-centric approach, which continues to place service quality, network experience, digital innovation and responsiveness at the heart of its operations. The achievement is particularly significant as telecom-related services continue to be among the most demanding categories measured by the index, making Zain's sustained leadership a strong reflection of customer confidence and brand preference.
Service Hero announced the top brands in Kuwait based on its Customer Satisfaction Index for 2025, marking the highest customer satisfaction levels recorded in the index's 16-year history. Kuwait's national Customer Satisfaction Index reached 84.0 points, up from 78.9 the previous year, reflecting a 6 percent increase and signaling continued improvement in the country's service economy.
The 2025 index was based on 27,582 validated consumer assessments across a broad sample of respondents by gender, age, nationality and education level. The wider Service Hero platform collects more than 35,000 annual assessments across 21 industries and over 900 brands, accepting only ratings that meet its strict verification protocols.
Headquartered in Kuwait, Service Hero is the only consumer-powered customer satisfaction index in the Middle East. The company is a member of ESOMAR and adheres to the global organization's principles and guidelines for self-regulation and ethical market practice. Its results are overseen by an Independent Advisory Council to ensure impartial, objective, and transparent outcomes that accurately reflect consumer preferences. This recognition further complements Zain's recent record of independent network accolades. The company recently won three Ookla Speedtest Awards at MWC Barcelona 2026, securing the titles of Fastest 5G Network in Kuwait, Best Coverage in Kuwait, and Best 5G Network in Kuwait based on Speedtest Intelligence data for H2 2025.
Zain was also recognized with Opensignal's Best Network Award in the February 2026 Mobile Network Experience Report, topping nine metrics, more than any other operator in the market. Together, these achievements reinforce Zain's position as Kuwait's Most Awarded 5G Network and reflect its continued investment in customer experience, network modernization and future-ready digital infrastructure.
Kuwait Times
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