BinSina Pharmacy, the recognized pharmacy chain in the UAE, has announced that it has recently been awarded a Dubai Service Excellence Scheme (DSES) Award, honouring the company’s high levels of customer satisfaction.
The company, which has been operating in the region for more than 40 years, received the award based on its success in striving to increase quality standards in customer service; ensuring customers’ confidence through ethical behaviour; introducing best management practices to enhance productivity and efficiency; and other factors.
As the first quality stamp of its kind in the region, the Scheme is designed to complement the Dubai Quality Award and the Dubai Quality Appreciation Program by differentiating businesses through a reputation of service excellence.
“BinSina’s own prescription for success has been a relentless pursuit of improving the pharmaceutical sector in the region, through our extensive knowledge of the UAE market and our commitment to providing our customers with more than they expect. We are honored to receive this award as it re-affirms our reputation as the region’s leading pharmacy and positions us well to achieve major growth during the next few years,” said Ayman Hanbali, Brand Manager, BinSina Pharmacy.
With more than 1,300 pharmacies, the UAE is the second largest pharmaceutical hub of the Gulf, with the market growing at more than 15 per cent annually and currently estimated to be worth more than USD 400 million (AED 1.47 billion. The Middle Eastern pharmaceutical industry is also growing at a similar pace, predicted to reach USD 12 billion (AED 44 billion) by 2010 alone.
BinSina is one of the most established names in the industry, operating more than 21 pharmacies throughout the UAE, including the largest in the country located in the Mall of the Emirates. The company works with more than 70 suppliers, serves more than 5,500 customers each day, stocks more than 16,000 different items at each BinSina outlet and dispenses more than 65 per cent of all of the insurance prescriptions for major insurance companies.
“Operating a huge network of stores and still being recognized in front of more than 1,300 other pharmacies for high levels of customer satisfaction is something that we are very proud of. As the oldest pharmacy operator in the UAE, we believe a lot of our success is founded on customer loyalty garnered through the years. As a result, we look forward to sharpening our customer service skills even more to secure trust from the younger generation of UAE residents,” Hanbali concluded.
Established by the Department of Economic Development, the DSES is part of an on-going effort to raise the customer service standards in Dubai. This scheme binds all participating businesses to a common code of business ethics and core criteria for customer service excellence. The scheme is open to all businesses, particularly those in the service sector where customer service is the single most differentiating factor between the business competitors. It is membership based, where members are expected to comply with the code of business ethics and satisfy the criteria for customer service excellence.
