Recognised for its long-term strategy and measurable impact on customer satisfaction.
Abu Dhabi, 22 December 2025: Al Masaood Automobiles, the authorised distributor for Nissan, INFINITI, and Renault in Abu Dhabi, Al Ain, and the Al Dhafra Region, has been recognised on the global stage for its customer excellence, securing both global and regional awards for Complaint Handling and a highly commended recognition for Best Customer Experience Strategy at the Customer Centricity World Series 2025.
This marks the second consecutive year that Al Masaood Automobiles has earned recognition at the awards, underscoring the effectiveness of its long-term customer centricity strategy and its sustained commitment to placing customers at the heart of its business.
At a time where customer expectations are rapidly evolving, recent findings show that organisations across the Middle East are now competing primarily on experience, with seamless, hyper-personalised digital journeys becoming the new norm.[1] Al Masaood Automobiles’ achievements align closely with these regional trends and reinforce the company’s position as a front-runner in elevating customer engagement and shaping how customers interact with automotive brands in the UAE.
Over recent years, the company has embedded customer centricity as a core pillar of its growth strategy, leading to a 40% increase in Net Promoter Score (NPS). In parallel, customer complaints reduced by 78% demonstrating significant progress in service quality and issue resolution. This has been driven by a structured, data-led approach supported by strong governance and continuous improvement practices, alongside targeted investment in digital platforms and real-time feedback systems. Together, these initiatives have created the consistency, transparency, and agility needed to design services that genuinely meet customer needs.
Stephan Davies, General Manager of Customer Experience and Network Development, Al Masaood Automobiles, said: “Customer centricity has long been at the heart of our purpose and continues to guide every decision we make. Achieving lasting excellence comes from consistency, data-driven insights, and a culture of continuous improvement, and these awards reflect the progress we have made in embedding that mindset across the organisation. Throughout this journey, our focus remains clear, every interaction must be meaningful, measurable, and genuinely valuable to our customers.”
These latest accolades further strengthen Al Masaood Automobiles’ position as one of the UAE’s leading automotive retailers, committed to delivering experiences that are innovative, transparent, and tailored to customer needs.
About Al Masaood Automobiles
Al Masaood Automobiles is authorised distributor of Nissan, INFINITI and Renault in Abu Dhabi, Al Ain, and Al Dhafra Region for over 40 years, and brings to its customers a complete range of the most reliable 4×4, luxury, passenger, and commercial vehicles, efficiently catering to a large and diverse number of individual, fleet, and government users.
Al Masaood Automobiles’ extensive network coverage includes 10 showrooms for new cars, and 3 showrooms for used cars in Abu Dhabi, Al Ain, and the Western Region – including the flagship showroom complex at Musaffah with dedicated new vehicle delivery centre; 5 Service Centres and 6 Spare Parts outlets. In 2019, the company inaugurated its state-of-the-art ‘R-Store’ as an innovative one stop shop for Renault customers.
Recently, Al Masaood Automobiles successfully bagged the Global Nissan Aftersales Award for the 2020 and 2021 fiscal year after outperforming other Nissan dealers internationally within its segment. Al Masaood Automobiles had previously scooped the prestigious Nissan Global Dealer Award in 2013 and 2019 and has been the recipient of the ‘Exemplary Performance in Sales and Customer Experience Award’ by Nissan in the year 2017. Al Masaood Automobiles was also titled as the winner of the Renault Global Partners Award, “P.A.R.I.S. Challenge” for the year 2019. The company enhances its success through strong tie-ups with leading banks, offering to its customers easy finance solutions and facilitating the purchase process with insurance, finance and accessories under one roof. Visit our e-commerce portal to know more.
[1] https://perpetualgroup.com/customer-experience-trends-in-the-middle-east/
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