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SECOND TIME IN SIX YEARS THAT BOTH BUS COMPANIES ARE ABLE TO MEET ALL SERVICE STANDARDS

The Public Transport Council’s half-yearly assessment of bus service standards for the December 2012 to May 2013 period showed that both bus operators had met the standards required in all the stipulated categories, and service levels had improved.

Press

EMPLOYERS IN F&B SECTOR URGED TO HELP STAFF PROVIDE GOOD CUSTOMER SERVICE

The Customer-Centric Initiative, administered by the Institute of Service Excellence at SMU, SPRING Singapore, National Trades Union Congress, Workforce Development Agency and Singapore Tourism Board is an example of a government fund that aims to help F&B operators upgrade service standards.

Press

ZALORA'S PRIORITY: DELIVERING WORLD-CLASS CUSTOMER EXPERIENCE

Online fashion site Zalora is building its own delivery fleet in each of the main South-east Asian cities it now has a presence in.

Press

PRODUCTIVITY GROWTH HARD TO ACHIEVE AT COMPANY LEVEL

To achieve productivity, firms must be able to cut through the "fog of organisational improvement" and identify the core of their businesses.

Press

CHANGI AIRPORT IS TOPS ACROSS INDUSTRIES

Changi Airport’s latest Customer Satisfaction Index of Singapore (CSISG) score of 85.5 is the highest recorded of all assessed companies across various industries, in the seven-year history of the index.

Press

PROVIDING SERVICE-FUELLED FLIGHTS

Budget carriers are gaining fast on premium airlines with services that fostergreater customer loyalty.

Press

CHALLENGE OF ACHIEVING SERVICE EXCELLENCE

'What we do, our competitors can also do but service is the one reason we can be different. If we don't keep improving our service we will lose our market share.'

Press

BUS COMMUTERS: STILL THUMBS DOWN

Singapore’s public bus operators have been buying new buses and introducing new bus routes. However, bus commuters are as dissatisfied as ever, going by the latest Customer Satisfaction Index of Singapore (CSISG) report on public transport.

Press

IN THE SERVICE OF LEARNING

While tertiary students shouldn't be treated like customers, improving the way they are serviced can help improve learning outcomes.

Press

A FLIGHT PLAN FOR KEEPING CUSTOMERS HAPPY

Social media has helped budget airlines like Tiger Airways reach out to customers. Tiger has responded to concerns and questions when customers leave feedback on its Facebook page.

Press

BOOSTING PRODUCTIVITY TO DELIVER GREAT SERVICE

At the Institute of Service Excellence at SMU (ISES) Industry Forum on service and productivity held earlier this month, Zalora Regional Managing Director Mr Harry Markl, one of the speakers at the event, said: “In seeking to please customers, businesses often focus their attention on front-line staff and physical touchpoints”, but “often overlooked” service productivity.

Press

THE LEARNING EXPERIENCE, AND MORE

In the latest Customer Satisfaction Index of Singapore (CSISG) for the education sector released earlier this month, the three public universities – SMU, NUS and NTU – saw improved satisfaction levels of their “customers” – the fee-paying students.

Press

RISE IN SECOND QUARTER'S CUSTOMER SATISFACTION INDEX

The Customer Satisfaction Index of Singapore for the transport and logistics sector rose to 72.7 out of 100 points in the second quarter – a 6.4 per cent year-on-year improvement.

Press

CUSTOMER SATISFACTION INDEX FOR TRANSPORT AND LOGISTICS REBOUNDED TO HIGHEST LEVEL IN 7 YEARS

According to the latest results from the Customer Satisfaction Index of Singapore (CSISG) released by the Institute of Service Excellence at SMU, the satisfaction for the logistics and transport sector rebounded to a seven-year high this year.

Press

IMPROVED TRAIN SERVICES GET THUMBS UP

Commuters are happier with trains but not public buses, according to the latest Customer Satisfaction Index of Singapore released yesterday.

Press

POSTMAN DELIVERS POORER CUSTOMER SATISFACTION

According to the latest results from the Customer Satisfaction Index of Singapore (CSISG) released by the Institute of Service Excellence at SMU (ISES), local residents appeared less satisfied with postal services compared to a year ago.

Press

FLYING IS FUN, BUSES ARE ANOTHER STORY

According to the latest Customer Satisfaction Index of Singapore (CSISG), commuters are as dissatisfied with public transport as they were a year ago, even though MRT passengers now think more highly of the service quality provided by the train operators.

Press

CHANGI AIRPORT’S CUSTOMER SATISFACTION INDEX GETS RECORD SCORE IN SEVEN YEARS

Changi Airport is ranking well in terms of customer satisfaction. In the latest index by the Institute of Service Excellence at SMU (ISES), the airport has scored 85.5 out of 100. This the highest score in seven years since the index was launched.

Press

CUSTOMER SATISFACTION RESULTS

The Institute of Service Excellence at SMU (ISES) has completed its second quarterly survey for its consumer service index and the transport and logistics sectors have seen significant developments.

Press

CUSTOMER SATISFACTION IMPROVES IN TRANSPORT AND LOGISTICS, EDUCATION SECTORS

According to the Customer Satisfaction Index of Singapore (CSISG) compiled by the Institute of Service Excellence at SMU (ISES), customer satisfaction for the transport and logistics as well as public and private education sectors have improved.