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CUSTOMER SATISFACTION FOR RETAIL AND INFOCOMM SECTORS FALLS

In results released on Thursday by the Institute of Service Excellence at SMU (ISES), customer satisfaction fell by 2.6 points year on year to 69.6 for the retail sector; the infocommunications sector registered a 0.9-point dip to 66.8.

Press

RETAIL CUSTOMER SATISFACTION SLIDES, LED BY TOURISTS: SURVEY

Among the eight retail sub-sectors, furniture stores saw customer satisfaction declining the most with a 11 per cent fall, while departmental stores saw a 9.1 per cent dip.

Press

WANT TO IMPROVE SERVICE? SERVE UP COMPLIMENTS TOO

Institute of Service Excellence at SMU Director Caroline Lim said that the perception that customers in Singapore are overly demanding may not reflect the actual situation.

Press

CHANGING CUSTOMER NEEDS

According to the Customer Satisfaction Index of Singapore 2013 conducted by the Institute of Service Excellence at SMU (ISES), the national score for the Finance & Insurance sector fell by 3.6 per cent from 2012.

Press

CONSUMER SATISFACTION IN HEALTHCARE DROPS BY 2 PER CENT

According to the Customer Satisfaction Index of Singapore survey conducted by the Institute of Service Excellence at SMU (ISES), the healthcare sector registered a 2-per-cent decline in national customer satisfaction last year.

Press

CUTTING THE WAIT FOR PATIENTS

A multi-faceted approach could see dramatically reduced waiting times at hospitals and clinics, says one consultant.

Press

LOCAL BANKS GET TOP SCORES FROM CLIENTS

DBS, UOB and OCBC trump foreign banks Citibank, HSBC, Standard Chartered and Maybank with a slew of services.

Press

FORUM TOLD: KNOW YOUR CLIENTS' EXPECTATIONS

Speaking at a recent forum on productivity and service excellence, SMU Behavioural Sciences Institute Director Professor David Chan pointed out that implicit in comments referring to dissatisfied customers as ones with "rising expectations" is the thinking that the customer is being unreasonable.

Press

THE ROLES OF VALUE, EXPECTATIONS AND QUALITY IN HEALTHCARE

The Institute of Service Excellence at SMU found that patients of all five types of healthcare providers surveyed – from general practitioners to specialists, restructured hospitals to private hospitals, and polyclinics – were less satisfied in 2013 than they had been in 2012.

Press

DESIGN SERVICES TO SERVE DIFFERENT CUSTOMER SEGMENTS

According to the Institute of Service Excellence at SMU (ISES), tourists are significantly happier customers than locals are – a distinction that should encourage companies to identify and target the different segments in their customer base.

Press

CUSTOMER SATISFACTION CRUCIAL FOR MAINTAINING LONG-TERM PROFIT GROWTH

SMU Assistant Professor of Marketing (Practice) Marcus Lee said it is an undeniable fact that customer satisfaction is crucial for long-term profit growth.

Press

CUSTOMER SATISFACTION HIGHEST IN 7 YEARS

According to the latest Customer Satisfaction Index compiled by the Institute of Service Excellence (ISES) at SMU, customers here are the most satisfied they have been in seven years.

Press

A LONG WAY TO GO BEFORE BUS SERVICES CAN BE IMPROVED

According to survey findings released by the Institute of Service Excellence at SMU last October, the public’s satisfaction score for overall bus services in the second quarter had fallen by one point to 60.6 from the same period a year earlier.

Press

LITTLE DETAILS OF THE DINING EXPERIENCE

Customer satisfaction with F&B sector reached all-time high this year, with 70.3 points scored.

Press

KEEPING UP WITH CHANGES TO KEEP CUSTOMERS HAPPY

At an industry forum organised by the Institute of Service Excellence (ISES) at SMU last month, co-founder of the Timbre Group Edward Chia delivered a keynote speech and was part of a discussion. He said keeping customers satisfied today means making them part of a “multi-dimensional experience”.

Press

A MEMORABLE HOLIDAY IN THEIR OWN BACKYARD

Some hotels are going the extra mile to make staycations enjoyable for locals.<br />

Press

CHEFS STEP OUT OF KITCHEN TO ENSURE SATISFACTION

At SMU’s Institute of Service Excellence Industry Forum held last month, Chef Christophe Megel, Executive Director of At-Sunrice GlobalChef Academy, said that in chef-run restaurants – where leadership is “more prominent” – staff have “a greater vested interest” in the business.

Press

CUSTOMERS CAN HELP SHAPE THE KIND OF SERVICE THEY GET

Customers have more control than they believe over how their dining and travelling experiences turn out, say industry leaders at a recent forum organised by the Institute of Service Excellence at the Singapore Management University (ISES).

Press

SERVICE SECTOR DOING A DECENT JOB

Culture and philosophy not built overnight, but strong leadership will help: forum

Press

THE DYNAMICS AT WORK BEHIND A CUSTOMER SATISFACTION INDEX

It would not surprise food and beverage (F&B) operators to hear that food quality is the factor with the biggest impact on how happy their customers are when they walk out the door.