On the poor performance of the finance and insurance sector Mr Chen, who is also the lead researcher of the CSISG, said the sector has to fare better at “important touchpoints”, such as their personal bankers and branches, if they want customers to walk away happy. Healthcare, which accounts for 8.1 per cent of GDP, saw the sharpest drop in satisfaction with dental and traditional Chinese medicine clinics. The continued favourable showing by polyclinics — despite lower happiness with wait times; particularly among patients who had not made appointments — could not pull up the sector’s rating. Noting that appointment-making has an impact on patients’ expectations, Mr Chen said: “It would seem like a win-win to encourage as many patients as possible to make appointments prior to visiting the polyclinics.”
Link:
https://www.smu.edu.sg/sites/default/files/smu/news_room/smu_in_the_news/2016/Ma...
This Centre has completed its operation and is no longer active.