Zain KSA, a leading digital services provider, announced that it has received the Customer Experience Excellence Certificate from the Saudi Customer Experience Award. The certificate recognizes the company’s success in delivering high-value, customer-focused, integrated experiences.

This achievement highlights Zain KSA’s focus on placing customer experience at the center of its digital transformation. Through its advanced infrastructure and digital platforms, Zain KSA delivers a seamless customer journey across multiple touchpoints, helping improve satisfaction and overall customer value.

Implementing advanced customer experience indicators, linked to closed-loop feedback systems, contributed to a 20% increase in Zain KSA’s retail customers satisfaction in 2025 compared with the previous year. The Company also measures customer satisfaction (CSAT) across 23 touchpoints, giving teams clear insights to continuously refine the customer journey.

In addition, Zain KSA applies sentiment analysis across all channels to understand how customers experience their journey. Spanning every stage, from brand exploration and engagement to purchase, delivery, usage, support, billing, and loyalty, these insights enable continuous corrective actions to maintain and enhance service quality.

Zain KSA continues to scale up its customer experiences and elevate the quality of its services, reinforcing its commitment to improving customer journeys and driving customer satisfaction.