ISES Executive Director Neeta Lachmandas said: "Businesses that are able to remodel structures, processes and operations to keep pace with the changing expectations of customers will more likely than not engage customers positively, raise satisfaction levels and in turn benefit from long-term financial resilience."
The CSISG, released by ISE, measures customer satisfaction across sectors and sub-sectors in Singapore's services industries. Other trends which are important for the two sectors to adapt to is the growing spotlight on the digital space and social media. The increase in the adoption of mobile technology in recent years coupled with the growing incidence of social interaction via digital platforms means that public opinion today is often influenced by what is read online, ISES highlighted. This could include platforms such as live feeds, breaking news, instant messages and social media.
Source:
The Business Times
Link:
https://www.smu.edu.sg/sites/default/files/smu/news_room/smu_in_the_news/2016/De...
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