01 · Evaluation
Purpose of the Evaluation
The evaluation process at Qatar Top Ten aims to identify the most outstanding establishments, services and experiences in each sector and category according to clear and measurable criteria, ensuring fairness, transparency and professionalism at all stages of the evaluation. The ranking does not depend on the fame or commercial size of the establishment, but on the level of actual performance according to the criteria specified for each category.
02 · Evaluation
Evaluation Stages and Initial Verification
Evaluation Stages The evaluation process passes through several stages, beginning with verification of eligibility and the completeness of data and documents, then moving on to the technical and professional evaluation, field evaluation where necessary, customer experience evaluation and review by the judging committee, followed by the final audit and approval of results. Evaluation stages may differ from one category to another depending on the nature of the activity. Initial Verification The Qatar Top Ten management reviews participation applications to ensure that the eligibility conditions are met, that the appropriate category has been selected, and that the required information and documents are complete. Additional information or documents may be requested from the establishment before its application is referred to the evaluation stage.
03 · Evaluation
Technical Evaluation and Criteria
Technical Evaluation The establishment is evaluated according to an evaluation model tailored to the sector and category in which it participates. The evaluation includes a set of measurable indicators and criteria, and each criterion is assigned a relative weight within the final result. Product or Service Quality The level of quality of the product or service provided is evaluated, along with the consistency of quality, compliance with the relevant specifications and standards, and the extent to which the product or service meets customer expectations. Innovation and Development The evaluation may include the establishment's ability to develop its products and services, make use of technology, offer new solutions or experiences, and improve methods of service delivery. Innovation is evaluated according to the nature of each sector and not as a uniform criterion for all categories. Value Offered The value the customer receives relative to the price, cost or nature of the service provided is evaluated. This does not necessarily mean that the lowest-priced establishment receives a higher rating; rather, consideration is given to the relationship between quality, experience, price and the overall value offered. Sustainability and Responsibility Sustainability practices and social and environmental responsibility may be included among the criteria of certain sectors. The weight of this criterion is determined according to the nature of the category and the extent of its relevance to the activity.
04 · Evaluation
Customer Experience and Field Evaluation
Customer Experience The customer journey is evaluated from the first contact with the establishment until the product or service is obtained, and beyond where applicable. This may include ease of access, speed of response, quality of interaction, clarity of information, ease of booking or purchase, complaint handling, and the customer's overall level of satisfaction with the experience. Field Visits The evaluation team may conduct announced or unannounced field visits to participating establishments. The visit aims to verify the actual level of service and the extent to which the information submitted matches reality. More than one visit may be conducted during the evaluation cycle where the nature of the category so requires. Mystery Shopper A mystery shopper may be used in sectors that depend heavily on customer experience. The visit is carried out according to a predetermined scenario and evaluation form, without informing the establishment of the visit date. The mystery shopper's result counts towards the final result at the proportion specified in the category methodology. Customer Ratings Verified customer ratings may be used in the evaluation process, whether through the Qatar Top Ten platform or through other approved measurement tools. The necessary measures are taken to limit fake, duplicate or unreliable ratings. A large number of ratings alone is not considered evidence of an establishment's quality.
05 · Evaluation
Judging Committee
Judging Committee Judging committees are made up of members selected on the basis of expertise, specialisation and independence. A committee may include sector specialists, experts in customer experience and quality, representatives of relevant bodies, and academics or professionals according to the nature of the ranking. Independence of Committee Members Members of the judging committee are committed to evaluating entries independently and objectively. Each member must disclose any direct or indirect relationship or interest with any participating establishment. Where a conflict of interest exists, the member is excluded from evaluating the establishment concerned.
06 · Evaluation
Scores, Qualification and Ties
Evaluation Scores Scores are awarded according to the evaluation model approved for each category. The final result is calculated on the basis of the sum of the weighted scores for all criteria and evaluation stages. Weights may not be changed after the evaluation stage has begun, except in exceptional circumstances that require it, and by a documented decision applied fairly to all participants in the same category. Minimum Qualifying Threshold A minimum number of points is set which the establishment must achieve in order to be eligible for inclusion in the Qatar Top Ten list. Obtaining one of the top ten positions is not sufficient if the result falls below the minimum quality required. Consequently, the final list may include ten winners or fewer, depending on participants' results. Tied Results Where two or more establishments obtain the same final score, reference is made to the tie-breaking criteria predetermined for each category. Tie-breaking criteria may include product or service quality, customer experience, the field evaluation result or other criteria carrying the highest weight.
07 · Evaluation
Public Voting and Public Choice Awards
Public Voting If a category includes public voting, the voting method, its duration and the mechanism for counting votes are announced in advance. Qatar Top Ten takes measures to verify the integrity of voting and to limit fake votes or manipulation. Votes proven to result from automated means or illegitimate practices may be cancelled. Public Choice Awards Independent awards based on public choice may be allocated under the name Public Choice Awards. These awards are separate from the core professional ranking of Qatar Top Ten, unless expressly announced otherwise.
08 · Evaluation
Review, Approval and Confidentiality of Results
Review of Results Upon completion of the evaluation processes, the results are reviewed to ensure that evaluations are complete, that weights and scores have been calculated correctly, and that there are no errors or inconsistencies. Unusual cases may be referred to a review committee before the results are approved. Approval of Results No result is considered final until it has been officially approved in accordance with Qatar Top Ten procedures. Members of judging committees, evaluators and participants may not announce results before the official announcement date. Confidentiality of Results Detailed evaluation results, participants' scores and the deliberations of judging committees are confidential information, unless Qatar Top Ten decides to publish part of them in an official report or to provide them to the establishment concerned.
09 · Evaluation
Announcement of Winners
Announcement of Winners The winning establishments and the final ranking are announced through the official channels of Qatar Top Ten, the annual ceremony or any other official means approved by the management. The name of the category, the year and the ranking obtained by the establishment are announced. Insufficient Number of Qualifying Establishments If a sufficient number of establishments do not achieve the required minimum in a category, fewer than ten winners may be announced. The category may also be withheld entirely if the approval committee considers that the level of entries does not meet the required minimum.
10 · Evaluation
Preserving the Credibility of the Ranking
Qatar Top Ten reserves the right to take any action necessary to protect the integrity and credibility of the ranking, including re-evaluation, requesting additional information, excluding an entry or suspending a result pending completion of verification. The primary aim of all evaluation and judging procedures is to ensure that the Qatar Top Ten ranking reflects the actual level of performance and quality of the participating establishments, services and experiences.
