The CSISG showed that the overall score dipped from 71.1 out of 100 in 2014 to 70.2 last year. This was due in part to poorer performances by the finance and insurance and healthcare sectors. A common observation for the lower customer satisfaction levels across the companies in the finance and insurance sector was lower satisfaction with touchpoints, such as bank branches, personal bankers and financial advisors, ISES said. The 2015 study polled 42,501 local residents and departing tourists and covered 2,330 companies in the 11 measured industry sectors.
Link:
https://www.smu.edu.sg/sites/default/files/smu/news_room/smu_in_the_news/2016/Ma...
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