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The demand for food delivery has fallen since Singapore lifted Covid-19 curbs last year, but it remains higher than pre-pandemic levels, say food delivery platforms and food and beverage players.
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More people are dining out now than in 2021, but fast-food outlets and restaurants are falling short in terms of customer satisfaction and perceived quality of products and services such as takeaway and food delivery. The findings were part of a Customer Satisfaction Index of Singapore survey, whose results were released on Friday (Dec 2). The annual survey by the SMU Institute of Service Excellence (ISE) assesses consumer attitudes towards the food and beverage, and tourism sectors.
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The 2022 Customer Satisfaction Index of Singapore published by the SMU Institute of Service Excellence (ISE) found that students, housewives, retirees and the unemployed are significantly less satisfied with using taxis and private-hire services to get around in 2022 than they were in 2021.
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The SMU Institute of Service Excellence (ISE) released the Q1 2022 Customer Satisfaction Index of Singapore (CSISG) survey results for the Info-Communications and Retail sectors which revealed consumer satisfaction with the retail industry has declined this year, whilst the infocomm sector reversed the trend of declining satisfaction in the previous two years. Nothing a decline in omnichannel shopping during the recent period, ISE Executive Director Neeta Lachmandas noted that it is still a very strong trend that is expected to continue, and that the decline may simply be a reflection of pent-up demand from consumers in the past.
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Takashimaya department store, supermarket chain Sheng Siong as well as fashion labels Uniqlo and Zalora have received the thumbs up from consumers but a study shows that customer satisfaction in the retail sector has declined. These findings, released yesterday, come from an annual study by the SMU Institute of Service Excellence.
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Executive Director, Ms Neeta Lachmandas shares her thoughts on latest the business trends and how our CET programmes have supported participants in their work.
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Customer satisfaction here with the finance sector has improved by 1.2 per cent year on year in the fourth quarter of last year to 74.8 points out of a possible 100. The findings were part of a national study on customer satisfaction that the SMU Institute of Service Excellence (ISE) conducts quarterly and annually. The Customer Satisfaction Index of Singapore measures customer satisfaction across six key sectors in the service industry, including tourism, retail, land transport, and food and beverage. Commenting on last week's payment glitch that hit 375 OCBC customers, Chen Yongchang, Head of Research and Consulting at ISE at SMU, said the onus is on the banks to respond quickly whenever there is an incident.
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Takeaway has significantly outpaced delivery as the preferred method of getting food this year, amid constant changes in Covid-19 safe management measures and limits on dining capacities, according to the Customer Satisfaction Index of Singapore survey, whose results were released on Tuesday (Nov 30). The annual survey by the SMU Institute of Service Excellence (ISE) assesses consumer attitudes towards the food and beverage (F&B) and tourism sectors. Chen Yongchang, Head of Research and Consulting at ISE said, "The rise in takeaways appears to be in response to the heightened safe management restrictions and concerns over the Covid-19 situation during the survey period." Neeta Lachmandas, Executive Director of ISE, said, "The shifting demographic is likely due to the unique circumstances brought about by Covid-19 travel restrictions, with visitors across a more diverse demographic partaking in domestic tourism and visiting places they would not otherwise normally."1
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It has been a year since MAS issued digital banking licenses to the Grab/Singtel consortium and tech conglomerate SEA. With the onset of Covid-19 restrictions, consumers’ interactions with their banks have evolved to become even more digital. Has consumer perception towards digital banking changed during the pandemic? How can incumbent banks defend against digital banks? And how should digital banks entice customers to try them? ISE Researchers, collecting data between late 2020 and early 2021, examine these questions and more.
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According to the Customer Satisfaction Index of Singapore study conducted by the SMU Institute of Service Excellence (ISE), some commuters have turned to travelling more by taxi and private-hire cars amid the Covid-19 pandemic. But this has been accompanied by a slight fall in customer satisfaction with these point-to-point transport services. Neeta Lachmandas, Executive Director of ISE, said the fall in public transport ridership was likely due to a combination of reasons, including the shift to working from home and people minimising their travel due to concerns about the spread of the Covid-19 virus. The findings also showed that the commuters' tolerance levels for fare increases for MRT and public buses had fallen from 9.9 per cent last year to 8.2 per cent this year. Chen Yongchang, Head of Research and Consulting at ISE said this issue of price sensitivity has been observed in other industries as well, and that it is likely driven by concern over the economic environment.
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As a customer yourself, have you experienced customer service professionals speak as if they are following a sales agenda or script? Or without understanding your point of view, feelings, or true needs? Or repeat standard operating procedures repeatedly without being able to help you? Or make life even more difficult than it already is for you?
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The SMU Institute of Service Excellence (ISE) announced the customer satisfaction index for the retail and information communication sectors this year. 5050 consumers took part in the survey between January and April. The survey found that consumer satisfaction for the major telcos in Singapore had fallen overall.
Press
The SMU Institute of Service Excellence (ISE) announced the customer satisfaction index for the retail and information communication sectors this year. 5050 consumers took part in the survey between January and April. The survey found that consumer satisfaction for the major telcos in Singapore had fallen overall. ISE's Head of Research Chen Yongchang shared that more people are now working and enjoying entertainment at home due to the pandemic, the inability of telcos to meet the resultant surge in demand could have affected customer satisfaction.
Press
The SMU Institute of Service Excellence (ISE) announced the customer satisfaction index for the retail and information communication sectors this year. 5050 consumers took part in the survey between January and April. The survey found that consumer satisfaction for the major telcos in Singapore had fallen overall. ISE's Head of Research Chen Yongchang shared that more people are now working and enjoying entertainment at home due to the pandemic, the inability of telcos to meet the resultant surge in demand could have affected customer satisfaction.
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Singapore’s tourism industry had been hit hard by the travel restrictions brought about by the Covid-19 pandemic. With international visitor arrivals grinding to a near halt, businesses have turned to domestic spend to keep afloat. This study surveyed local residents’ perceptions and sentiments towards hotel staycations and paid tourist attractions in 2020. It explores locals’ willingness to go for Staycations and visit Paid Attractions, key concerns when patronising these establishments, and how accommodation and attraction operators can alleviate such concerns to boost local engagement and visits.
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Bank customer satisfaction dipped amid the Covid-19 pandemic, even as more turned to online financial services, according to an annual study by the SMU Institute of Service Excellence (ISE). Bank users gave lower satisfaction ratings and indicated lower levels of loyalty and price tolerance, the Customer Satisfaction Index of Singapore (CSISG) study found. Neeta Lachmandas, Executive Director of ISE, which conducted the survey, said bank customers became more price-sensitive, given the economic environment. Chen Yongchang, Head of Research and Consulting at ISE said, "Banks adapted to the closure of branches by ramping up their digital channels, prompting older customers who tended to not use these channels to adopt them in a big way in the past year."
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Digital banks have arrived in Singapore. Compared to traditional banks, digibanks operate entirely online without any physical bank branches. ISE researchers collected data in late 2019 and early 2020, exploring the willingness of consumers to take up products with these new banks. What kinds of consumers are more likely to try using Digital Banks? How can incumbent banks defend against the new players? And how might Digital Banks entice current banking customers to switch?
Press
The food and beverage (F&B) sector and the tourism sector scored high in customer loyalty, according to the Q3 Customer Satisfaction Index of Singapore (CSISG) results released by the Institute of Service Excellence at SMU. The CSISG 2020 Q3 study was conducted from July through September 2020, with 2,500 local consumers polled for both sectors.
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Singapore residents are willing to spend more on staycations and also go on staycations more frequently, according to a survey conducted by the SMU Institute of Service Excellence. The findings were released yesterday together with the Q3 Customer Satisfaction Index of Singapore results for the food and beverage and tourism sectors. This bodes well for those who expanded their operating models to include takeaway and delivery, said Chen Yongchang, Head of Research and Consulting at the Institute of Service Excellence.
Press
Ms Neeta Lachmandas, Executive Director, Institute of Service Excellence – Singapore Management University, talks about the experience economy, what transformational experiences are to consumers and organisations, the vital components of transformation (explore, experiment, expand) and where it fails and succeeds in an interview with BEA Inspiring Conversations.