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At a recent event at SMU, where the findings of the CSISG during the third quarter of 2015 were announced, executive chairman of TungLok restaurants Andrew Tjioe spoke about his company’s efforts in boosting service levels.

Press

TAKE OWNERSHIP OF YOUR SATISFACTION

SMU Assistant Professor of Marketing (Practice) and Institute of Service Excellence at SMU (ISES) Academic Director Marcus Lee, the lead researcher of the CSISG, raised the urgency for Singaporean customers to take ownership of their own satisfaction.

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PATRONS HAPPIER WITH F&B SECTOR

Customer satisfaction with Singapore's food and beverage (F&B) sector, which includes restaurants and cafés in Singapore, has improved significantly over the past year.

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CUSTOMERS' SATISFACTION WITH RESTAURANTS AND CAFES IMPROVES, SAYS SMU STUDY

According to the latest report released by ISE on the CSISG, customers have grown more satisfied with restaurants and cafes in Singapore this year, while satisfaction with hotels, attractions and travel agencies remained largely flat.

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MANAGING DIFFERENT CUSTOMER EXPECTATIONS, REQUIREMENTS

The customer satisfaction score for courier services as a sub-sector of logistics fell 1.4 per cent to 70.2 points.

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IT'S NOT JUST ABOUT RELIABLE TRANSPORT

The land transport sub-sectors – MRT System, Public Buses and Taxi Services – posted an improvement in customer satisfaction scores.

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FINDING A GOOD FIT FOR VARIED NEEDS

The Public Education sector saw an improvement in customer satisfaction scores by 1.6 per cent from 2014 to 74.1 in 2015.

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PRE-FLIGHT EXPERIENCES INFLUENCE QUALITY PERCEPTIONS: SURVEY

Airline customers’ perceptions of quality are strongly influenced by interactions with airlines’ ground staff and agents prior to their flights.

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INCREASE IN COMMUTER SATISFACTION WITH LOCAL PUBLIC TRANSPORT SYSTEM 搭客对本地公共交通系统满意度上升

According to the latest report by the institute of Service Excellence at SMU on the Customer Satisfaction Index of Singapore, customer satisfaction for public transport has increased.

Press

ENGAGING THE PUBLIC TO REBUILD TRUST

According to the latest report by the Institute of Service Excellence at SMU on the Customer Satisfaction Index of Singapore, taxi services, public buses and MRT trains all showed an improvement of around 2 per cent in their customer satisfaction scores.

Press

LOGISTICS COMMITTED TO DELIVERING SATISFACTION

According to the latest Institute of Service Excellence at SMU (ISES) report on the Customer Satisfaction Index of Singapore, the largest proportion of customers who use courier services are the least satisfied with their logistics providers.

Press

UNIVERSITIES GET TOP MARKS FOR KEEPING STUDENTS HAPPY

According to the latest report by the Institute of Service Excellence at SMU on the Customer Satisfaction Index of Singapore, public universities scored 75.6 for the three months ended June 30, the highest score for the sector since the survey commenced in 2007.

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ENSURING A SMOOTH JOURNEY

According to a recent study by ISE on the Customer Satisfaction Index of Singapore, it was found that “perceptions of quality are also influenced by interactions with touch points prior to the delivery of the core service of the airlines, which is the transporting of passengers to their destinations”.

Press

PRIVATE EDUCATION SCORES POORLY AMID RISING COMPETITION

Private education institutes saw their customer satisfaction levels dip to their lowest levels in nine years with a score of just 64.1, 2.6 per cent lower compared with the same period last year.

Press

CUSTOMER SATISFACTION INDEX OF SINGAPORE

The latest Q2, 2015 Customer Satisfaction Index of Singapore was released by the Institute of Service Excellence at SMU last month.

Press

COMMUTERS HAPPIER WITH PUBLIC TRANSPORT: SURVEY

Satisfaction levels for taxi services increased 4.3 per cent to 65.9 points while public buses increased 4.1 per cent to 60.9 points from last year.

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THE PROBLEM WITH LIMITED CHOICES

Speaking at the Q1 2015 results of the Customer Satisfaction Index of Singapore, co-developed by the Institute of Service Excellence at SMU (ISES), SMU Assistant Professor of Marketing (Practice) and ISES Academic Director Marcus Lee commented on most customers being contracted to firms in the local info-communications sector.

Press

HAPPIER CUSTOMERS GIVE PETROL STATIONS, CAR DISTRIBUTORS BETTER SCORES

The latest Customer Satisfaction Index of Singapore (CSISG) co-developed by the Institute of Service Excellence at SMU (ISES) found that petrol stations and distributors of motor vehicles were the only retailers to see a significant improvement in their CSISG scores.

Press

BUILDING A GOOD BRAND

According to the latest Institute of Service Excellence at SMU (ISES) report on the Customer Satisfaction Index of Singapore, customer satisfaction for the retail industry, motor vehicles, petrol service stations, clocks and watches sub-sectors were highlighted.

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HALTING SLIDE IN RETAIL SATISFACTION

The latest Customer Satisfaction Index of Singapore (CSISG) co-developed by the Institute of Service Excellence at SMU (ISES) saw a 0.4 point increase to a score of 70 out of 100 points for the retail sector.