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Press

FOOD-COURT SEGMENT SHOWS STEADY, SIGNIFICANT IMPROVEMENT

The very nature of a food court - with its many vendors and wide customer base - poses a challenge when it comes to customer satisfaction.

Press

PERCEIVED QUALITY VERSUS WHAT THE CUSTOMER REALLY WANTS

The Institute of Service Excellence @ SMU (ISES) found that the companies which ranked highest in terms of customer satisfaction scores did not really do much to "exceed expectations".

Press

PERSONAL WEALTH: MANULIFE UPS THE ANTE IN WEALTH MANAGEMENT OFFERINGS

According to the Customer Satisfaction Index of Singapore 2011 conducted by the Institute of Service Excellence @ SMU (ISES), Manulife was top in the categories of "Trust" and "Satisfaction", among insurance firms operating in Singapore.

Press

HOTELS MOVE TO IMPROVE SERVICE AS THEIR SCORES DIP

The Customer Satisfaction Index of Singapore (CSISG) found that it was the tourist respondents, as opposed to locals, who were considerably less satisfied with hotels this year compared to last year.

Press

DINERS LESS SATISFIED WITH RESTAURANTS

Despite having in place various training programmes and innovative strategies, the difficulty that restaurants face in retaining and employing service staff is beginning to show.

Press

CUSTOMER SERVICE IN Q3 2012 GENERALLY MET EXPECTATIONS: SURVEY

Customer service in Q3 2012 generally met expectations.

Press

WHAT FOOD COURT CUSTOMERS EXPECT

The customer satisfaction survey commissioned by the Institute of Service Excellence @ SMU (ISES) found that food quality, cleanliness, staff manners and accuracy of orders are primary issues of customers at the food court.

Press

SURVEY: TOURISTS LESS SATISFIED WITH S'PORE GOODS AND SERVICES

Tourists were less satisfied with service standards in Singapore this year than in previous years, driven by what they felt was unsatisfactory service at hotels.

Press

TOURIST SATISFACTION LEVELS DROP A LITTLE FROM LAST YEAR

The latest Customer Satisfaction Index of Singapore for the tourism sector, conducted by the Institute of Service Excellence @ SMU, found that tourists are now less happy with Singapore’s attractions and hotels compared to a year ago.

Press

FALL IN TOURIST SATISFACTION, STUDY SHOWS

Overall tourist satisfaction with hotels and attractions in Singapore has fallen for the first time since 2009, according to the Customer Satisfaction Index of Singapore (CSISG) 2012 Q3 survey conducted by the Institute of Service Excellence @ SMU (ISES).

Press

SATISFACTION INDEX OF UNIVERSITY STUDENTS TOWARDS THEIR SCHOOL DROPS

The Customer Satisfaction Index of Singapore (CSISG) [conducted by the SMU Institute of Service Excellence] revealed that satisfaction level towards universities had fallen by 4 per cent.

Press

SINGAPORE MANAGEMENT UNIVERSITY (SMU) DELEGATION VISITS

On October 25, the Director of Singapore Management University (SMU) Institute of Service Excellence Ms Lin Xiaoling (Caroline lim) and her party visited the headquarters of Hujiang network as part of their study trip.

Press

CONSIDER THE CUSTOMER

What is service excellence?

Press

ENGAGE SMU PROFS: A MORE ATTRACTIVE AND PRODUCTIVE SERVICES SECTOR

Academic Director for the Institute of Service Excellence at SMU and Assistant Professor of Marketing (Practice) Marcus Lee commented on how SMEs in the services sector could improve on areas such as manpower, efficiency, productivity and customer satisfaction.

Press

COMMUTERS IRKED BY INFREQUENT AND LATE ARRIVALS

The CSISG produced by ISES noted that the frequency of bus arrivals and punctuality were rated the worst among all factors that determined satisfaction for bus services.

Press

FULL-SERVICE AIRLINES STILL FLYING HIGH

The Customer Satisfaction Index of Singapore (CSISG) showed that consumers are more satisfied with full-service airlines now, but are still unhappy with the service of budget airlines.

Press

MRT DISRUPTIONS IN DECEMBER STILL FRESH IN MEMORY

The MRT breakdown last December remained fresh in the minds of those surveyed in the CSISG by ISES.

Press

SMU TEAM ALSO DOES CUSTOMISED RESEARCH

Scores, relative gains and declines are what users and participants of indices care about.

Press

SATISFACTION IN THE SKIES

Full-service airlines earned a higher customer satisfaction score in the Q2 2012 Customer Satisfaction Index of Singapore (CSISG), while budget carriers saw their score slip.

Press

DELIVERING SERVICES THAT WIN ACCOLADES

Postal and courier service companies such as DHL, FedEx, SingPost and UPS have succeeded in scoring more brownie points with customers over the past year, according to the Customer Satisfaction Index of Singapore (CSISG).