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At the Institute of Service Excellence at SMU roundtable held on April 17, four panel members shared their thoughts on the 2014 findings in the Customer Satisfaction Index of Singapore.

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ADOPTING CUSTOMER-CENTRIC TWEAKS TO GET AHEAD

The Customer Satisfaction Index of Singapore, released in early April by the Institute of Service Excellence at SMU, showed that the life insurance sub-sector made the greatest improvement.

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USING TECHNOLOGY, TRAINING TO TRANSFORM HEALTHCARE DELIVERY

In its Customer Satisfaction Index of Singapore released earlier this month, ISE at SMU said that the healthcare sector's fourth-quarter 2014 score, lifted by ratings in polyclinics, helped lift Singapore's overall customer satisfaction levels.

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HEALTHY COMPETITION BEHIND BANKS' IMPROVED PERFORMANCES

The Customer Satisfaction Index of Singapore (CSISG) released earlier this month by the Institute of Service Excellence at SMU (ISES) revealed that the banking sector attained a record level of customer satisfaction, rising 4.1 per cent to 72.2 points.

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THE COMPLAINING CUSTOMER – A POTENTIALLY HAPPY ONE

The latest Customer Satisfaction Index of Singapore (CSISG) released by the ISE at SMU showed that while customer satisfaction soared to its highest level, the national complaints rate had risen as well, reaching a high of 71.1 points.

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CUSTOMER SATISFACTION LEVELS HIT NEW HIGH

The Institute of Service Excellence at SMU (ISES) found that the overall customer satisfaction levels hit a new high in 2014, rising 0.6 per cent to 71.1 points in 2014.

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SATISFACTION WITH CUSTOMER SERVICE HIGHEST IN 7 YEARS

The Institute of Service Excellence at SMU (ISES) found that customer satisfaction levels in Singapore last year were at their highest since 2007.

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MORE EATERIES CHARGING FOR GLASS OF WATER

On more restaurants putting a price on tap water, Institute of Service Excellence at SMU Director Ms Caroline Lim said that customers here have come to expect complimentary water when they dine.

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KEEPING CUSTOMERS SATISFIED AS THE LABOUR CRUNCH BITES

The latest Customer Satisfaction Index of Singapore, jointly developed by the ISE at SMU and the Singapore Workforce Development Agency, shows a 6.5 per cent fall in the food & beverage sector's score.

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RESTAURANTS AND HOTELS FALL SHORT ON SATISFYING TOURISTS

According to the Institute of Service Excellence at SMU (ISES), visitors to Singapore were far less satisfied with its food and tourism offerings in 2014 than they were a year earlier.

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ATTRACTIONS HERE VIE FOR LOCAL VISITORS

According to the latest Customer Satisfaction Index of Singapore (CSISG) jointly developed by the ISE at SMU and the Workforce Development Authority, local satisfaction for attractions in Singapore on average fell 6.6 per cent last year from the year before.

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CUSTOMERS PLAY A PART IN RAISING SERVICE LEVELS

In a forum response to the letter by Director of the ISE at SMU Caroline Lim (“Poor service? Blame the management”, Dec 24), Judy Lim Sok Cheng said that while management has to bear a large part of the blame for poorly trained staff, customers should also shoulder part of the responsibility.

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HIGHER PRODUCTIVITY, HAPPIER CUSTOMERS

Academic Director Dr Marcus Lee responds to a Straits Times reader's Forum letter.

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HARDER TO PLEASE CUSTOMERS WITH FEWER SERVICE STAFF

A Straits Times reader responds to the recent results of the decline in customer satisfaction in the F&B and Tourism sectors.

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CUSTOMER SATISFACTION DECLINES FOR SINGAPORE TOURISM AND F&B SECTORS

In results released on Tuesday November 25 November by the Institute of Service Excellence at SMU (ISES), customer satisfaction for the F&B sector fell 6.5% to 65.8 points (on a 0 to 100 scale). The Tourism sector also registered a similarly significant decline in customer satisfaction, falling 7.3% to 69.1 points

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PANEL DISCUSSION OF THE F&B AND TOURISM CUSTOMER SATISFACTION RESULTS

The mood was subdued when the results for the 2014 third quarter (Q3) Customer Satisfaction Index of Singapore (CSISG) for the Food & Beverage (F&B) and Tourism sectors was released by the Institute of Service Excellence at SMU (ISES) on Tuesday 25th November.

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TOURIST SATISFACTION FALLS SHARPLY IN TWO KEY SECTORS

According to the 2014 third quarter Customer Satisfaction Index of Singapore compiled by the Institute of Service Excellence at SMU (ISES), tourist satisfaction levels have fallen sharply for the food and beverage (F&B) and tourism sectors.

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FEWER TOURISTS SATISFIED BY F&B, TOURISM HERE

According to the findings from the Customer Satisfaction Index of Singapore compiled by the Institute of Service Excellence at SMU (ISES), customer satisfaction for the food and beverage (F&B) and tourism sectors here took a plunge this year.

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CUSTOMER SATISFACTION FOR F&B, TOURISM SECTORS DOWN: STUDY

The Institute of Service Excellence at SMU (ISES) released its 2014 third quarter Customer Satisfaction Index of Singapore (CSISG) results for the F&B and tourism sector today.

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ALMOST 1,900 F&B SERVICE PROFESSIONALS HONOURED FOR OUTSTANDING SERVICE

The Customer Satisfaction Index of Singapore conducted by the Institute of Service Excellence at SMU showed an upward trend for the F&B sector since 2007.