According to the Institute of Service Excellence at SMU (ISES), the Customer Satisfaction Index of Singapore rose from 67.2 points out of 100 in 2010 to 71.1 last year, but saw a slip in satisfaction levels in retail, food and beverage (F&B) and tourism due to issues such as Singapore’s tight labour market and reliance on foreign front-line staff. ISES Academic Director Marcus Lee described Singapore's service improvement as “spotty”, saying: “You still see a sizeable number of companies that are not convinced that service is essential to their long-term survival.” He also warned against complacency with regards to the labour crunch, saying: “Before, if you had an inefficient process, you could throw more staff at the problem and get away with it. Now you can't.”
Link:
https://www.smu.edu.sg/sites/default/files/smu/news_room/smu_in_the_news/2015/ma...