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RESTAURANTS AND HOTELS FALL SHORT ON SATISFYING TOURISTS

According to the Institute of Service Excellence at SMU (ISES), visitors to Singapore were far less satisfied with its food and tourism offerings in 2014 than they were a year earlier.

Press

KEEPING CUSTOMERS SATISFIED AS THE LABOUR CRUNCH BITES

The latest Customer Satisfaction Index of Singapore, jointly developed by the ISE at SMU and the Singapore Workforce Development Agency, shows a 6.5 per cent fall in the food & beverage sector's score.

Press

CUSTOMERS PLAY A PART IN RAISING SERVICE LEVELS

In a forum response to the letter by Director of the ISE at SMU Caroline Lim (“Poor service? Blame the management”, Dec 24), Judy Lim Sok Cheng said that while management has to bear a large part of the blame for poorly trained staff, customers should also shoulder part of the responsibility.

Press

HIGHER PRODUCTIVITY, HAPPIER CUSTOMERS

Academic Director Dr Marcus Lee responds to a Straits Times reader's Forum letter.

Press

HARDER TO PLEASE CUSTOMERS WITH FEWER SERVICE STAFF

A Straits Times reader responds to the recent results of the decline in customer satisfaction in the F&B and Tourism sectors.

Press

CUSTOMER SATISFACTION DECLINES FOR SINGAPORE TOURISM AND F&B SECTORS

In results released on Tuesday November 25 November by the Institute of Service Excellence at SMU (ISES), customer satisfaction for the F&B sector fell 6.5% to 65.8 points (on a 0 to 100 scale). The Tourism sector also registered a similarly significant decline in customer satisfaction, falling 7.3% to 69.1 points

Press

TOURIST SATISFACTION FALLS SHARPLY IN TWO KEY SECTORS

According to the 2014 third quarter Customer Satisfaction Index of Singapore compiled by the Institute of Service Excellence at SMU (ISES), tourist satisfaction levels have fallen sharply for the food and beverage (F&B) and tourism sectors.

Press

PANEL DISCUSSION OF THE F&B AND TOURISM CUSTOMER SATISFACTION RESULTS

The mood was subdued when the results for the 2014 third quarter (Q3) Customer Satisfaction Index of Singapore (CSISG) for the Food & Beverage (F&B) and Tourism sectors was released by the Institute of Service Excellence at SMU (ISES) on Tuesday 25th November.

Press

CUSTOMER SATISFACTION FOR F&B, TOURISM SECTORS DOWN: STUDY

The Institute of Service Excellence at SMU (ISES) released its 2014 third quarter Customer Satisfaction Index of Singapore (CSISG) results for the F&B and tourism sector today.

Press

FEWER TOURISTS SATISFIED BY F&B, TOURISM HERE

According to the findings from the Customer Satisfaction Index of Singapore compiled by the Institute of Service Excellence at SMU (ISES), customer satisfaction for the food and beverage (F&B) and tourism sectors here took a plunge this year.

Press

ALMOST 1,900 F&B SERVICE PROFESSIONALS HONOURED FOR OUTSTANDING SERVICE

The Customer Satisfaction Index of Singapore conducted by the Institute of Service Excellence at SMU showed an upward trend for the F&B sector since 2007.

Press

TERTIARY BRAND-BUILDING, ONE STUDENT AT A TIME

“It is in the interest of tertiary institutions to provide support and help to their students and to do it well."

Press

AN ALL-ASPECT APPROACH TO TRANSPORT ISSUES

SMU Associate Professor of Operations Management Lim Yun Fong was of the opinion that apps could be used “to meet the individual demands of customers”.

Press

GETTING TO THE ROOT OF THE PROBLEM

A panel discussion addressing the challenges of maintaining and increasing customer satisfaction, as well as the increasing importance of innovation in meeting rising customer expectations was conducted at the Institute of Service Excellence (ISES) industry forum and Customer Satisfaction Index of Singapore 2014 Q2 results announcement earlier this month.

Press

MORE THAN JUST DELIVERING COURSES

In order to keep up with student demands, private education institutions in Singapore will need to go beyond engaging students and delivering relevant courses.

Press

SATISFACTION WITH PUBLIC TRANSPORT DECLINES

According to the recent Customer Satisfaction Index of Singapore survey conducted by the Institute of Service Excellence at SMU (ISES), public transport operators should not assume that commuters with no complaints are satisfied.

Press

SERVICE QUALITY VIA DIVERSIFICATION

SMU Associate Professor of Operations Management Lim Yun Fong said that to raise service quality, companies should diversify and bring new services to consumers.

Press

CHANGI AIRPORT SUFFERS 10% DROP IN CUSTOMER SATISFACTION SCORE

The Institute of Service Excellence at SMU released the 2014 second quarter Customer Satisfaction Index of Singapore results for the transport and logistics, public education, and private education sectors on Friday.

Press

SLIP IN USER RATINGS FOR SINGAPORE TRANSPORT

A survey of eight transport and logistics categories by the Institute of Service Excellence at SMU (ISES) has found that transport standards in Singapore have slipped in the eyes of commuters and travellers.

Press

CUSTOMERS LESS HAPPY WITH TRANSPORT SECTOR

According to the Q2 Customer Satisfaction Index of Singapore released by the Institute of Service Excellence at SMU (ISES), customer satisfaction for the transport and logistics sector dipped from 72.7 points in the second quarter of 2013 to 72.1 this year.