Trolley: A Customer-Built Experience, Before Anything Else

Since its launch, Trolley has treated convenience and ease not simply as services it offers customers, but as a way of working and a daily mindset applied across every part of the business, wherever and whenever it is needed. This approach is rooted in understanding people, the rhythm of their day, and what they expect from a shopping experience that is fast, clear, and respectful of their time.

At Trolley, experiences are not designed from behind desks, but from real life. They are shaped by customer feedback, everyday questions, and the small details that make a real difference to people. That is why Trolley continues to evolve its services in a way that feels natural to customers, because they are shaped by them in the first place.

This approach shows in every interaction, from the speed of response across different touchpoints, to the way customers are treated in-store, and to the operational decisions that are made based on what people truly need, not what is assumed they need. In 2025, this was reflected in both operational and human performance indicators, with Trolley recording:

• Customer Satisfaction Score at 91.1%
• More than 52,000 customer interactions handled
• First Contact Resolution Rate at 92%
• Average wait time of around 11 seconds only

For Trolley, these numbers are not the goal in themselves, but a natural result of a culture that believes every customer deserves to be heard, and that every experience can be improved. As Trolley continues to expand across Kuwait and the region, its commitment remains clear: to stay close to people, remain flexible as their needs evolve, and deliver experiences that truly reflect them, every day.