01 · Governance
The Annual Report
• Annual report: Qatar Top Ten publishes an annual report for each cycle, containing a summary of the results, the general indicators, and the main trends and observations relating to the sectors and categories covered. • Objectives of the report: The annual report aims to provide an overall picture of the level of performance, quality, customer experience and development of the sectors covered by Qatar Top Ten. • Content of the report: The report may include the number of participants, the number of qualifying establishments, the winners, the categories, the general indicators, annual trends, and the main observations and findings. • Winners' results: The names of winning establishments, together with their positions, categories and year of winning, may be published in the annual report. • Historical results: Results of previous cycles may be included for purposes of comparison and historical analysis. The appearance of an establishment in subsequent reports does not mean that the winner title or badge remains valid after the one-year period has ended. • Official annual report: The version approved by Qatar Top Ten and published through its official channels is the reference version of the annual report. • Archiving: Previous annual reports are retained as a historical record that allows the development of sectors and the results of the Award to be followed over the years.
02 · Governance
Indicators
• Sector indicators: Indicators specific to the various sectors may be developed to measure the level of quality, services and customer experience, and annual development. • Customer experience index: Indicators may be created to measure customer satisfaction and experience, based on reliable data available to the platform. • Quality index: Indicators may be developed that reflect the quality levels of products or services in sectors whose nature allows this. • Innovation index: The level of innovation, digital transformation and service development may be measured within the appropriate sectors or categories. • Additional indicators: Other indicators may be developed, such as value for money, sustainability, accessibility, the quality of digital services and others, depending on the nature of the sector. • Indicators dashboard: A digital indicators dashboard may be developed to display general data and statistics on sectors, categories and results. • Updating indicators: Certain indicators may be updated periodically during the year where the nature of the data allows.
03 · Governance
Data Sources
• Data sources: Indicators and reports rely on data collected through registration, evaluation, judging, field visits, mystery shopping, customer reviews and other approved sources. • Qatar Tourism data: Use may be made of the official data, statistics and information provided by Qatar Tourism, in accordance with the scope of cooperation, the approvals and the data-use terms agreed between the two parties. • Government data: Use may be made of data and information published or made available by other government and official bodies, where relevant and where its use is permitted. • External data: Reliable external data sources may be used where they are relevant to the sector and their suitability for use has been verified. • Data verification: Appropriate care must be taken to verify the quality of the data used in preparing indicators and reports before publishing results based on them.
04 · Governance
Aggregated Data and Confidentiality
• Aggregated data: Aggregated and anonymised data may be used to prepare analyses, indicators and studies without disclosing establishments' confidential information. • Confidential information: Confidential commercial or operational information relating to a particular participant may not be published in public reports without that participant's consent or a legal basis permitting it.
05 · Governance
Comparisons
• Year-on-year comparisons: The performance of sectors and indicators may be compared from one cycle to another in order to measure development and change over time. • Changes in methodology: If the measurement methodology, weightings or data sources change materially between two cycles, this must be made clear when making year-on-year comparisons. • Cross-sector comparisons: Results and indicators may be compared across different categories or sectors where the nature of the data and the methodology allow a meaningful comparison.
06 · Governance
Methodology and Accuracy
• Methodology: Reports and studies must, where necessary, explain the nature of the data, the methodology and the period covered, so that the results can be correctly understood. • Data limitations: Any constraints or limitations relating to sample size, data availability or measurement methodology may be stated where they affect the interpretation of the results. • No misleading presentation: Data or indicators may not be presented in a way that suggests conclusions not supported by the information or methodology used. • Corrections: If a material error is discovered in a published report or indicator, a corrected version or an official notice of correction may be issued.
07 · Governance
Studies and Research Partnerships
• Specialised studies: Qatar Top Ten may prepare specialised studies on particular sectors or on topics related to quality, customer experience, services and market trends. • Research partnerships: Cooperation may be established with universities, research centres, experts and specialist bodies to prepare studies, reports and indicators. • Joint committee: The relevant key reports and indicators may be presented to the joint committee of Qatar Top Ten and Qatar Tourism, in accordance with its terms of reference and the approved cooperation.
08 · Governance
Sector, Special and Participant Reports
• Sector reports: A separate report may be issued for each sector or group of sectors, in addition to the general annual report. • Special reports: Special reports may be prepared for government bodies, partners or institutions under separate agreements, subject to confidentiality and data protection. • Commercial reports: Certain specialised reports or analyses may be offered as paid services, provided that the client is not given any influence over evaluation or ranking results. • Participant reports: Individual reports may be provided to participants, containing their results, performance indicators, strengths and opportunities for improvement, in accordance with the approved services.
09 · Governance
Intellectual Property and Use of Reports
• Intellectual property rights: Reports, studies, indicators, methodologies and original content are subject to the intellectual property rights of their owners. • Reuse: Republication of, or citation of, the general indicators and results may be permitted in accordance with the approved terms of use, with correct attribution of the source. • Media use: The results of reports and indicators may be used in press releases, interviews, and media and awareness campaigns. • Supporting sector development: General results and recommendations may be shared with the relevant bodies in order to support the development of the quality of services and products and of customer experience in the State of Qatar.
10 · Governance
Developing the Reporting Framework
The format, content and methodology of reports, indicators and studies may be developed from one cycle to the next in a way that increases their value and accuracy and preserves the independence and credibility of Qatar Top Ten.
