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CUSTOMER SATISFACTION HIGHEST IN 7 YEARS

According to the latest Customer Satisfaction Index compiled by the Institute of Service Excellence (ISES) at SMU, customers here are the most satisfied they have been in seven years.

Press

A LONG WAY TO GO BEFORE BUS SERVICES CAN BE IMPROVED

According to survey findings released by the Institute of Service Excellence at SMU last October, the public’s satisfaction score for overall bus services in the second quarter had fallen by one point to 60.6 from the same period a year earlier.

Press

CHEFS STEP OUT OF KITCHEN TO ENSURE SATISFACTION

At SMU’s Institute of Service Excellence Industry Forum held last month, Chef Christophe Megel, Executive Director of At-Sunrice GlobalChef Academy, said that in chef-run restaurants – where leadership is “more prominent” – staff have “a greater vested interest” in the business.

Press

KEEPING UP WITH CHANGES TO KEEP CUSTOMERS HAPPY

At an industry forum organised by the Institute of Service Excellence (ISES) at SMU last month, co-founder of the Timbre Group Edward Chia delivered a keynote speech and was part of a discussion. He said keeping customers satisfied today means making them part of a “multi-dimensional experience”.

Press

LITTLE DETAILS OF THE DINING EXPERIENCE

Customer satisfaction with F&B sector reached all-time high this year, with 70.3 points scored.

Press

A MEMORABLE HOLIDAY IN THEIR OWN BACKYARD

Some hotels are going the extra mile to make staycations enjoyable for locals.<br />

Press

THE DYNAMICS AT WORK BEHIND A CUSTOMER SATISFACTION INDEX

It would not surprise food and beverage (F&B) operators to hear that food quality is the factor with the biggest impact on how happy their customers are when they walk out the door.

Press

CUSTOMERS CAN HELP SHAPE THE KIND OF SERVICE THEY GET

Customers have more control than they believe over how their dining and travelling experiences turn out, say industry leaders at a recent forum organised by the Institute of Service Excellence at the Singapore Management University (ISES).

Press

VISITORS GIVE THE THUMBS UP

Record scores for tourism, F&B sectors driven by tourists; locals not as impressed.

Press

SERVICE SECTOR DOING A DECENT JOB

Culture and philosophy not built overnight, but strong leadership will help: forum

Press

STAR-RATED SERVICE

In a commentary about service quality, writer Chen Li Fen cited the Institute of Service Excellence at SMU (ISES) Customer Satisfaction Index scores for the local tourism, and food and beverage sectors that were recently announced.

Press

SMU SURVEY SHOWS CUSTOMER SATISFACTION IN F&B, TOURISM SECTORS ON UPWARD TREND

Customer satisfaction in Singapore's F&B and tourism sectors is on an upward trend, according to a survey by the Singapore Management University (SMU).

Press

CUSTOMER SATISFACTION WITH F&B, TOURISM SECTORS HIT RECORD HIGHS

Overall customer satisfaction with the food and beverage, and tourism sectors has hit record highs this year with tourists being more satisfied with the service they received from both sectors, despite having higher expectations.

Press

RESTAURANT GOERS ARE QUITE HAPPY

According to the latest Institute of Service Excellence at SMU (ISES) Customer Satisfaction Index of Singapore (CSISG), food and beverage (F&B) outlet operators, who have been vocal about how tightened foreign manpower policies have crimped their ability to hire sufficient workers, can take comfort in the fact that this has not put their customers off.

Press

SATISFACTION SCORES FOR TOURISM AND F&B SECTORS HIT NEW HIGHS

According to the Institute of Service Excellence at SMU (ISES) Customer Satisfaction Index, the tourism sector achieved a score of 74.5, the highest since the index was launched.

Press

HOTELS, EATERIES ARE KEEPING THE CUSTOMER SATISFIED: POLL

According to the Customer Satisfaction Index released by the Institute of Service Excellence at SMU (ISES), restaurants and hotels are keeping customers and tourists more satisfied than at any time in the last six years

Press

CUSTOMERS VERY SATISFIED WITH F&B SECTOR

Customer satisfaction in the food and beverage sector hit a record high in the third quarter this year.

Press

CUSTOMERS HAPPY WITH F&B, TOURIST SERVICES

Overall customer satisfaction with the food and beverage (F&B) and tourism sectors has hit record highs this year, with tourists being more satisfied with the service they received from both sectors despite having higher expectations.

Press

CUSTOMER SATISFACTION WITH TOURISM, F&B SECTORS HITS RECORD HIGH

Customer satisfaction with the tourism and food-and-beverage (F&B) sectors rose to record highs this year, according to Singapore Management University’s Institute of Service Excellence (ISES).

Press

“NO WRONG DOOR” POLICY AND THE FIRST RESPONDER PROTOCOL

Academic Director for the Institute of Service Excellence at SMU (ISES) and SMU Assistant Professor of Marketing (Practice) Marcus Lee was of the view that the public service’s “No Wrong Door” policy and the First Responder Protocol are ambitious efforts, and would be challenging to implement well.