The land transport sector had the highest jump of 5.4 per cent, led by the MRT sub-sector. Train reliability and helpfulness of staff were cited as areas to work on, to drive perceived quality higher.
Last year's record customer satisfaction score was achieved on the back of improvements in the healthcare as well as finance and insurance sectors, which both saw their scores increase by 2 per cent or more. ISE Executive Director Neeta Lachmandas said qualities such as responsiveness, empathy and assurance were important in the finance and insurance sector, which is "highly relationship based". The institute's head of research and consulting Chen Yongchang said the results suggest efforts to improve satisfaction across sectors are bearing fruit. The 2016 customer satisfaction survey polled 40,809 people and covered 1,245 companies.
Source:
The Straits Times
The Business Times
Lianhe Zaobao
TODAY
95.8FM
Singapore Business Review
Link:
https://www.smu.edu.sg/sites/default/files/smu/news_room/smu_in_the_news/2017/Ma...
https://www.smu.edu.sg/sites/default/files/smu/news_room/smu_in_the_news/2017/Ma...
https://www.smu.edu.sg/sites/default/files/smu/news_room/smu_in_the_news/2017/Ma...
https://www.smu.edu.sg/sites/default/files/smu/news_room/smu_in_the_news/2017/Ma...
https://www.smu.edu.sg/sites/default/files/smu/news_room/smu_in_the_news/2017/Ma...
https://mediacast.smu.edu.sg/media/Customer+satisfaction+reaches+new+high+in+Sin...
https://mediacast.smu.edu.sg/media/Customer+satisfaction+reaches+new+high+in+Sin...
Customer satisfaction in Singapore up at 71.8 points | Singapore Business Review.pdf
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