Customer Loyalty with Restaurants Markedly Higher with Takeout or Delivery, Compared to Dining-In
Study also suggests increased local demand for staycations in the next 12 months despite safety and cost concerns
2 December 2020 (Wednesday) – The Institute of Service Excellence (ISE) (卓越服务研 究院) at Singapore Management University (SMU) today released the 2020 third quarter (Q3) Customer Satisfaction Index of Singapore (CSISG) results for the Food & Beverage and Tourism sectors.
In the latest results, the Food & Beverage sector scored 73.6 points on a 0 to 100 scale. This comprised of brands and companies from the Restaurants, Fast Food, and Café & Coffee Houses sub-sectors. The Tourism sector scored 76.1 points, which was derived from survey responses for tourist attractions; because of the Covid-19 travel restrictions, only local visitors were interviewed.
With the Covid-19 pandemic and safety measures in place, the study’s researchers looked at customer sentiments amid changes to consumption behaviour.