Citing social media as an example of a non-traditional channel of feedback or “complaints handling”, ISES Director Caroline Lim said that, “Social media is one area where companies can really tap into, to examine public sentiment of their service and offerings.” She added: “This study's data consistently backs up what we all intuitively know: well-handled complaints result in significantly more satisfied customers that will come back and patronise the business.” Ms Lim also believed that the strong CSISG score is an indicator of Singapore’s service competitiveness globally, adding that Singapore “can ride on this momentum and push for a breakthrough across our service sectors to give us the competitive edge.”
Link:
https://www.smu.edu.sg/sites/default/files/smu/news_room/smu_in_the_news/2015/ap...