In a move aimed at enhancing transparency and raising service quality standards in the Saudi market, the Ministry of Commerce announced the results of the second phase of its initiative to evaluate the performance of car dealerships, electrical and electronic appliance distributors, and e-commerce stores. This initiative is part of broader efforts to improve the consumer experience and empower consumers to make informed purchasing decisions based on official and reliable data.
Background of the initiative in the context of Vision 2030
These efforts fall within the broader framework of the Kingdom's Vision 2030, which prioritizes improving the quality of life for citizens and residents. By regulating markets and promoting fair competition, the government aims to create a healthy and sustainable business environment. Historically, consumer protection has focused on addressing complaints after they occur, but this new approach represents a significant shift towards proactive prevention through the periodic publication of performance evaluations. This places the responsibility for improving service on businesses themselves to maintain their reputation and market share.
Evaluation details and key findings
The evaluation process included vital sectors that affect the daily lives of consumers, and its standards were designed in cooperation between the Ministry, consumers and the private sector to ensure that it addresses the actual challenges.
Car dealership reviews
Twenty-four car dealerships in the Kingdom underwent a rigorous evaluation based on 16 performance indicators. These indicators focused on aspects that are a major concern for buyers, such as the availability of the most sought-after cars, the length of waiting lists, the transparency of inventory and reservation data, as well as the quality of after-sales services and adherence to consumer rights regarding maintenance and warranty.
Evaluation of electrical and electronic appliance distributors
In this sector, 18 agents and distributors were evaluated based on 11 key criteria. The evaluation highlighted the efficiency of handling consumer complaints, speed of response, and quality of maintenance services provided—crucial factors in building consumer trust and brand loyalty.
Online store evaluation
With the explosive growth of e-commerce, the evaluation included 220 online stores based on 10 professional criteria. These criteria included verifying the store's registration on the Saudi Business Center platform, the clarity of its exchange and return policies, the efficiency of its shipping and delivery mechanisms, and the ease of access to effective communication channels with customer service.
Importance and expected impact of the market
This initiative has multiple positive impacts at both the local and regional levels. Locally, these results provide consumers with a powerful tool for comparison and choice, encouraging companies to compete on providing the best services rather than solely on price. Regionally, this step positions the Kingdom among the leading countries in consumer protection and commercial transparency, and could serve as a model for other markets in the region. Internationally, these measures send a message to investors and global brands that the Saudi market is mature, well-regulated, and values quality and adherence to consumer rights.
The ministry confirmed that it will continue to publish these results periodically, calling on all beneficiaries to view the full details on its official website to ensure that well-informed decisions are made that serve their interests.
