Handling complaints well can boost loyalty
Companies that handle complaints from customers well can secure their loyalty, first-quarter findings for the Customer Satisfaction Index of…
Satisfaction with info-comms industry takes a hit
The furore over the world cup saga may have contributed to the dive in the customer satisfaction score for the fourth consecutive year to an all time…
Customers happier with retailers
But poll shows a discrepancy between the rise in customer satisfaction among locals and tourists. ISES' academic director Marcus Lee said, ?Locals…
DFS, CK Tang lead retail sector improvement
The latest CSISG, conducted by ISES, showed that customer satisfaction in the retail sector climbed in 2010. Department stores registered the biggest…
About the Customer Satisfaction Index of Singapore (CSISG)
The CSISG conducted by the Institute of Service Excellence at SMU is the national barometer of customer satisfaction in Singapore. It covers eight…
Mother tongue: A hot button issue
Language policies require a delicate balance of competing, and sometimes conflicting, objectives, interests and expectations. Assistant Professor of…
Making profit at the cost of society's interest
Joergen Oerstroem Moeller, an adjunct professor at SMU, writes that businesses cannot choose to live their life outside society, which is what they…
E50 open for nominations with 'Poised for Growth' theme
Internationalisation may be a popular growth strategy for local enterprises, but it appears many are still leery of mergers and acquisitions (M&A…
This year local companies are jointly preparing to welcome a higher growth rate
A study by accounting firm KPMG and SMU has found that most companies are paying greater attention to the natural factors of growth like productivity…
Are slippers too casual?
Assistant Professor Chung Wai-keung commented that preference in attire is a kind of culture-based behaviour which cannot be judged purely from a…
