Ms Caroline Lim, ISES Director said, "These lower scores could be a case of correction as companies transition to new business models, with consumers taking time to adapt to new norms in how service is delivered and experienced."
The decrease in the Restaurants and Cafes & Snack Bars sub-sectors was due largely to significantly less satisfied tourist customers. In fact, they gave lower ratings to all five F&B sub-sectors measured in the survey.
In the tourism sector, two of the three sub-sectors registered significantly lower customer satisfaction scores. Additional analysis also revealed a peculiar development in the Attractions sub-sector. Although both locals and tourist customers alike gave lower satisfaction scores this year compared to last year, their motivations were distinctly different. Local customers were increasingly motivated by their expectations, or their predicted experience, of the attractions they visited. On the other hand, perceived quality was the primary driver of satisfaction for tourist visitors to attractions.
The CSISG 2014 Q3 survey was conducted between June and September 2014. The fieldwork garnered a total of 8,600 unique responses about customer experiences in the F&B and Tourism sectors.
Read the full news article.