In the latest Customer Satisfaction Index of Singapore (CSISG) compiled by the Institute of Service Excellence at SMU (ISES), DBS, UOB and OCBC's customers were all happier with their banks in 2013 than they had been in 2012, rewarding the three local banks with the top three scores in the banks sub-sector. With this, they had also bucked the trend of Singapore residents' falling satisfaction with all the other foreign banks assessed. But ISES, which compiles the CSISG for two industry sectors every quarter, warned against reading too much into this divergence. While the local banks have leapfrogged their foreign counterparts for a second year now – the first was 2011 – theirs was no outsized jump, but a gradual improvement. And though the three banks' scores ranged from 71.3 to 71.9 – above the banks' sector average of 69.4 – it is because of sharper volatility in the foreign banks' satisfaction scores that the banks' rankings have been shuffling over the past three years.
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http://www.businesstimes.com.sg/premium/focus/local-banks-get-top-scores-clients...