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Customers keen to try out new digital banks

In the most recent Customer Satisfaction Index of Singapore (CSISG) study of consumer banks, almost half of the interviewed customers were willing to try using the upcoming digital banks, which will operate entirely online without any physical bank branches. The Business Times asked UOB's head of group channels and digitalisation Ms Janet Young, ISE executive director Ms Neeta Lachmandas, and ISE head of research Mr Chen Yongchang for their insights into this evolution of consumer banking.

Press

Overall customer satisfaction reached 74.3 points, a new record

The Institute of Service Excellence (ISE) at SMU announced the Customer Satisfaction Index of Singapore (CSISG) for 2019 on Wednesday (25 March), which showed that overall customer satisfaction rose to 74.3 points, a record high.

Press

Two in five of Singapore banks; customers willing to try neobanks: survey

More than 40% of Singapore lenders’ current retail banking customers who showed relatively higher levels of priority to incumbent banks have indicated their willingness to try out the upcoming digital-only banks.

Press

Singaporean services hit record-high in customer satisfaction in 2019

Companies have moved closer to bridging the satisfaction gap with Singaporean consumers, with the national customer satisfaction score rising to a thirteen-year high in 2019, according to the latest results of the Customer Satisfaction Index of Singapore (CSISG).

Press

The Big Read: It’s survival of the fittest, as retail household names shrink or disappear

While digital has not yet killed the retail star, there is more that needs to be done for retailers to avoid the chopping block and give customers a reason to spend money at their shops.