The Institute of Service Excellence (ISE) at the Singapore Management University (SMU) released the 2019 full-year results for the Customer Satisfaction Index of Singapore (CSISG) on 25 Mar 2020, alongside the announcement of results for the Finance & Insurance and Healthcare sectors for the 4th quarter (Q4) of 2019.
The 2019 national score rose to 74.3 points (on a 0 to 100 scale). This was a 1.2% improvement over the 2018 score of 73.5 points, marking a record high in the CSISG study’s 13-year history.
This improvement in Singapore’s national satisfaction level was driven by the Food & Beverage (+3.6% year-on-year improvement), Info-communications (+2.4%), Retail (+1.1%), Finance & Insurance (+1.0%), Healthcare (+1.0%), and Tourism (+0.9%) sectors.
“These positive changes in satisfaction were seen alongside observable improvements in local customers’ perceptions of quality and value in several of the measured industries,” said Ms Neeta Lachmandas, ISE Executive Director.
The national score for 2019 included the customer responses from the Finance & Insurance and Healthcare sectors in the last quarter of 2019. Both sectors registered noticeable improvements, with the Finance & Insurance sector improving 1.0% year-on-year to 74.6 points and the Healthcare sector also improving by 1.0% year-on-year, to 72.7 points.
You may also view the Full recording of our Webinar, or the presentation highlights on the Finance & Insurance and the Healthcare Sector findings.