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Record scores for tourism, F&B sectors driven by tourists; locals not as impressed.

Press

In a commentary about service quality, writer Chen Li Fen cited the Institute of Service Excellence at SMU (ISES) Customer Satisfaction Index scores for the local tourism, and food and beverage sectors that were recently announced.

Press

CUSTOMERS VERY SATISFIED WITH F&B SECTOR

Customer satisfaction in the food and beverage sector hit a record high in the third quarter this year.

Press

RESTAURANT GOERS ARE QUITE HAPPY

According to the latest Institute of Service Excellence at SMU (ISES) Customer Satisfaction Index of Singapore (CSISG), food and beverage (F&B) outlet operators, who have been vocal about how tightened foreign manpower policies have crimped their ability to hire sufficient workers, can take comfort in the fact that this has not put their customers off.

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CUSTOMER SATISFACTION WITH TOURISM, F&B SECTORS HITS RECORD HIGH

Customer satisfaction with the tourism and food-and-beverage (F&B) sectors rose to record highs this year, according to Singapore Management University’s Institute of Service Excellence (ISES).

Press

HOTELS, EATERIES ARE KEEPING THE CUSTOMER SATISFIED: POLL

According to the Customer Satisfaction Index released by the Institute of Service Excellence at SMU (ISES), restaurants and hotels are keeping customers and tourists more satisfied than at any time in the last six years

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CUSTOMER SATISFACTION WITH F&B, TOURISM SECTORS HIT RECORD HIGHS

Overall customer satisfaction with the food and beverage, and tourism sectors has hit record highs this year with tourists being more satisfied with the service they received from both sectors, despite having higher expectations.

Press

CUSTOMERS HAPPY WITH F&B, TOURIST SERVICES

Overall customer satisfaction with the food and beverage (F&B) and tourism sectors has hit record highs this year, with tourists being more satisfied with the service they received from both sectors despite having higher expectations.

Press

SATISFACTION SCORES FOR TOURISM AND F&B SECTORS HIT NEW HIGHS

According to the Institute of Service Excellence at SMU (ISES) Customer Satisfaction Index, the tourism sector achieved a score of 74.5, the highest since the index was launched.

Press

SMU SURVEY SHOWS CUSTOMER SATISFACTION IN F&B, TOURISM SECTORS ON UPWARD TREND

Customer satisfaction in Singapore's F&B and tourism sectors is on an upward trend, according to a survey by the Singapore Management University (SMU).

Press

“NO WRONG DOOR” POLICY AND THE FIRST RESPONDER PROTOCOL

Academic Director for the Institute of Service Excellence at SMU (ISES) and SMU Assistant Professor of Marketing (Practice) Marcus Lee was of the view that the public service’s “No Wrong Door” policy and the First Responder Protocol are ambitious efforts, and would be challenging to implement well.

Press

SECOND TIME IN SIX YEARS THAT BOTH BUS COMPANIES ARE ABLE TO MEET ALL SERVICE STANDARDS

The Public Transport Council’s half-yearly assessment of bus service standards for the December 2012 to May 2013 period showed that both bus operators had met the standards required in all the stipulated categories, and service levels had improved.

Press

EMPLOYERS IN F&B SECTOR URGED TO HELP STAFF PROVIDE GOOD CUSTOMER SERVICE

The Customer-Centric Initiative, administered by the Institute of Service Excellence at SMU, SPRING Singapore, National Trades Union Congress, Workforce Development Agency and Singapore Tourism Board is an example of a government fund that aims to help F&B operators upgrade service standards.

Press

IN THE SERVICE OF LEARNING

While tertiary students shouldn't be treated like customers, improving the way they are serviced can help improve learning outcomes.

Press

PROVIDING SERVICE-FUELLED FLIGHTS

Budget carriers are gaining fast on premium airlines with services that fostergreater customer loyalty.

Press

ZALORA'S PRIORITY: DELIVERING WORLD-CLASS CUSTOMER EXPERIENCE

Online fashion site Zalora is building its own delivery fleet in each of the main South-east Asian cities it now has a presence in.

Press

BUS COMMUTERS: STILL THUMBS DOWN

Singapore’s public bus operators have been buying new buses and introducing new bus routes. However, bus commuters are as dissatisfied as ever, going by the latest Customer Satisfaction Index of Singapore (CSISG) report on public transport.

Press

CHANGI AIRPORT IS TOPS ACROSS INDUSTRIES

Changi Airport’s latest Customer Satisfaction Index of Singapore (CSISG) score of 85.5 is the highest recorded of all assessed companies across various industries, in the seven-year history of the index.

Press

CHALLENGE OF ACHIEVING SERVICE EXCELLENCE

'What we do, our competitors can also do but service is the one reason we can be different. If we don't keep improving our service we will lose our market share.'

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PRODUCTIVITY GROWTH HARD TO ACHIEVE AT COMPANY LEVEL

To achieve productivity, firms must be able to cut through the "fog of organisational improvement" and identify the core of their businesses.