Commenting on Singtel's scores, Ms Chua said: "Our philosophy has always been to put customers at the heart of everything we do. Customers expect good, knowledgeable service and it is our commitment to deliver on this. We are very pleased with our performance this quarter. It reflects the hard work we have put in to enhance our customer service, networks and products and services over last year.” Institute of Service Excellence at SMU said that even as the infocomm sector recorded a significant rise in satisfaction, keeping customers satisfied and retaining them may require different approaches. It also noted that new customers tend to be less satisfied and less loyal than customers with longer tenure with the provider. In compiling the CSISG scores for the info- communications sector, ISES said that four sub-sectors were measured: mobile telecom, broadband, pay TV and Wireless@SG.
Link:
https://www.smu.edu.sg/sites/default/files/smu/news_room/smu_in_the_news/2016/Ju...
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