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CUSTOMER SATISFACTION LEVELS SLIPPING IN CERTAIN SECTORS: REPORT

According to the 2014 second quarter Customer Satisfaction Index of Singapore conducted by the Institute of Service Excellence at SMU (ISES), customers of the transport and logistics, and private education sectors were generally more unsatisfied with the providers’ services compared to previous years.

Press

RETURNING CUSTOMERS CAN HELP IMPROVE PRODUCTIVITY

Institute of Service Excellence at SMU Academic Director, Assistant Professor Marcus Lee thinks that productivity and customer loyalty are closely linked.

Press

NEW THREATS, NEW OPPORTUNITIES

At the recent Institute of Service Excellence at SMU (ISES) Global Conference on Service Excellence, SMU Provost and Deputy President (Academic Affairs), Professor Rajendra K Srivastava said that Singaporean firms have it easy, given the strength of our regulatory systems.

Press

SERVICE SECTOR NEEDS TO RATE ITSELF GLOBALLY

Industry has improved, so have those in other countries: Swee Say.

Press

LIM SWEE SAY: EXCELLENT SERVICE QUALITY NEEDED FOR SURVIVAL OF SERVICE INDUSTRY

Speaking at the 4th Institute of Service Excellence at SMU (ISES) Global Conference on Service Excellence, Minister in the Prime Minister's Office Lim Swee Say said that companies must offer excellent service and innovate in order for the service industry to survive.

Press

NEW GDP GROWTH FORMULA: 1+2 = 3

Speaking at the Institute of Service Excellence at SMU (ISES), which hosted the fourth ISES Global Conference on Service Excellence on Wednesday, Minister in Prime Minister's Office Lim Swee Say said that Singapore is making a transition towards a new growth formula.

Press

GOING BEYOND SERVICE

According to Customer Satisfaction Index of Singapore findings released by the Institute of Service Excellence at SMU (ISES), the satisfaction score for the info-communications sector decreased by 1.3 per cent to 66.8 points, year-on-year.

Press

BUSINESSES HAVE LOOK INTO BENCHMARKING, A CUSTOMER-CENTRIC CULTURE, CORPORATE LEADERSHIP: LIM SWEE SAY

Speaking at the fourth Institute of Service Excellence Global Conference on Service Excellence at SMU, Minister in Prime Minister's Office Lim Swee Say said that the service industry in Singapore can do better and has to do so to remain competitive.

Press

THE PRICE (POINT) IS RIGHT

The recently released Customer Satisfaction Index of Singapore 2014 Q1 survey results showed that tourist satisfaction levels with the local retail sector have dropped by 10 percentage points.

Press

CUSTOMER SATISFACTION IN RETAIL SECTOR TAKES A SHARP KNOCK

According to the 2014 Q1 results from the Customer Satisfaction Index of Singapore, a survey by the Institute of Service Excellence at SMU (ISES), the customer satisfaction score for the retail sector fell year-on-year by 3.5 per cent to 69.6 points.

Press

TECHNOLOGY THE KEY TO GOOD SERVICE: MINISTER LIM SWEE SAY

Speaking at the Institute of Service Excellence at SMU (ISES) Global Conference on Service Excellence, Minister in Prime Minister's Office Lim Swee Say said that technology creates the space for businesses to grow in Singapore’s tight labour market.

Press

RETAIL EXPERIENCE TAKES A KNOCK

In a report released on June 26 by the Institute of Service Excellence at SMU (ISES), tourists are no happier than their surly local counterparts in the retail sector for the first time since 2008.

Press

FIRMS TOLD TO KEEP PACE WITH CHANGING CONSUMER PATTERNS

During the Institute of Service Excellence at SMU (ISES) Industry Forum on June 26, the panel, which includes SMU Assistant Professor of Marketing and ISES Academic Director Marcus Lee, advised that consumer behaviour will continue to evolve, and companies in the retail and infocommunications sectors need to stay on top of these changes.

Press

HAPPY CUSTOMERS WILL RING YOUR TILL

According to data from the latest Customer Satisfaction Index of Singapore for the retail sector released by the Institute of Service Excellence at SMU (ISES), it was found that repeat customers are likely to spend more per visit.

Press

QUALITY OF PRODUCTS MATTERS: SURVEY

In the recent Institute of Service Excellence at SMU (ISES) quarterly Customer Satisfaction Index of Singapore survey, it was discovered that service quality met or surpassed the expectations of local customers of retail and infocommunications companies.

Press

THE FUTURE OF SERVICE

The Institute of Service Excellence at SMU will be organising a global conference on service excellence.

Press

LESSONS FROM THE BUCKET BRIGADE

SMU Associate Professor of Operations Management Lim Yun Fong discusses the concept of the bucket brigade.

Press

MASTER CLASSES

The Institute of Service Excellence at SMU will be conducting four master classes on July 24 on the second day of its Global Conference on Service Excellence 2014.

Press

EVERY HOTEL EMPLOYEE IS A HOST

Today's luxury traveller wants more than good service and a familiar product. Rather, they are looking for the unexpected, said a veteran hotelier.

Press

RETAIL CUSTOMER SATISFACTION DOWN THIS YEAR

According to the latest findings of the annual Customer Satisfaction Index of Singapore conducted by the Institute of Service Excellence at SMU (ISES), as global and online retailers up their game to woo customers, local retailers appear to be falling short, with tourists feeling less satisfied with their retail experiences compared with previous years.