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LONGER-TERM USERS ‘LESS LOYAL’ TO TELCOS

Customers who have subscribed to a mobile telco for more than two years have lower levels of customer loyalty than newer subscribers, a developing trend that suggests loyal customers are feeling less appreciated.

Press

SMU FINDINGS: CUSTOMER SATISFACTION OF RETAIL AND INFO-COMMUNICATIONS INDUSTRY REACHES NEW HIGHS

Despite retailers' fears that their lack of manpower following tighter foreign labour policies could hit service standards and customer satisfaction, the Institute of Service Excellence at SMU (ISES) on Thursday gave the retail and info-communications sectors their best scores since the index was launched in 2007.

Press

HAPPIER CUSTOMERS IN RETAIL

Customer satisfaction in Singapore's retail sector hit a record high for the first quarter of this year.

Press

SATISFACTION WITH SERVICE LEVELS AT ALL-TIME HIGH

Although there were several extensive mobile service outages over the last three years, consumers appear to be still satisfied with the service standards of the info-communications sector, which achieved a record-high score in the latest Customer Service Index of Singapore released on Thursday.

Press

INFO-COMMS AND RETAIL SECTORS REGISTER RECORD HIGH CUSTOMER SATISFACTION LEVELS

The info-communications and retail sectors have registered record high customer satisfaction levels.

Press

CUSTOMER SATISFACTION HIGHEST SINCE 2007

Singapore's shoppers are happier with retailers than they have been since 2007, according to the latest Customer Satisfaction Index of Singapore (CSISG).

Press

INFO-COMMS AND RETAIL SECTORS REGISTER RECORD HIGH CUSTOMER SATISFACTION LEVELS

The info-communications and retail sectors have registered record high customer satisfaction levels.

Press

TIGHTENING FOREIGN LABOUR POLICIES FORCED SERVICE INDUSTRY TO EMBARK ON CHANGES

SMU Assistant Professor of Marketing (Practice) Marcus Lee commented on how SMEs in the service sector could improve on areas such as manpower, efficiency, productivity and customer satisfaction.

Press

CARE FOR A MANICURE BEFORE YOUR MEAL?

On why businesses offer seemingly non-core value-added services, SMU Assistant Professor of Marketing (Practice) Marcus Lee commented that “they are really trying to stand out from their competitors in an attempt to stave off the very real possibility of having to compete on price if their industry was commoditised.

Press

SMU INSTITUTE OF SERVICE EXCELLENCE AND THE PUDONG INNOVATION RESEARCH INSTITUTE TO RAISE COMPETITIVENESS FOR SHANGHAI’S ZHANGJIANG HI-TECH PARK

The Institute of Service Excellence at SMU (ISES) and the Pudong Innovation Research Institute signed a letter of agreement on Tuesday to develop a user satisfaction measure for services in Shanghai's Zhangjiang Hi-Tech Park together.

Press

SHANGHAI TO HAVE ITS OWN CUSTOMER SATISFACTION INDEX

The Institute of Service Excellence at SMU and the Pudong Innovation Research Institute signed a letter of agreement on Tuesday to develop a user satisfaction measure for services in Shanghai's Zhangjiang Hi-Tech Park together.

Press

FIRMS, STAFF LAUDED AS SERVICE CHAMPS

Singapore Zoo has received the Singapore Service Excellence Medallion, a top honour that marks its superior guest satisfaction and organisational service excellence.

Press

PIRI EXPLORES USE OF SCIENTIFIC SYSTEM TO EVALUATE SERVICES INDUSTRY

Press

ZHANGJIANG HI-TECH PARK TAKES SCIENTIFIC APPROACH TO SERVICE SECTOR

On 9 April, the Institute of Service Excellence at SMU (ISES) and the Pudong Innovation Research Institute (PIRI) signed an agreement to embark on a joint research programme aimed at developing a comprehensive user satisfaction measure for services offered in Shanghai’s Zhangjiang Hi-Tech Park.

Press

SINGAPORE ZOO WINS SERVICE EXCELLENCE AWARD

Singapore Zoo has received the Singapore Service Excellence Medallion, a top honour that marks its superior guest satisfaction and organisational service excellence.

Press

SMU, PUDONG INSTITUTE IN RESEARCH TIE-UP

Press

A SUPPORTIVE WORK ENVIRONMENT

Results from the Customer Satisfaction Index of Singapore (CSISG) released by the Institute of Service Excellence at SMU (ISES) two weeks ago found that Singapore’s customer satisfaction levels last year hit a record high.

Press

DELIVERING SERVICE WITH HEART

Findings from the latest Customer Satisfaction Index of Singapore (CSISG) by the Institute of Service Excellence at SMU (ISES) released two weeks ago found that satisfaction with doctors, nurses and admin staff has a significant impact on patients’ perceived quality of healthcare.

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BANKING ON THE DETAILS

The Customer Satisfaction Index of Singapore (CSISG) by the Institute of Service Excellence at SMU (ISES) found that different banks had different drivers of satisfaction.

Press

INSURANCE CUSTOMERS GETTING BETTER QUALITY AND VALUE

Both life and general insurers now have happier customers, going by the latest results of the Customer Satisfaction Index of Singapore.