Value beyond the smile
Practice Assistant Professor Marcus Lee, the academic director of SMU's Institute of Service Excellence which conducted the annual Customer…
Customer satisfaction: Service sector has its work cut out
Despite millions of dollars spent and a national campaign, the level of customer service in Singapore lags behind that of regional competitors like…
Singapore customer satisfaction levels dropped
A study by SMU's Institute of Service Excellence showed that customer satisfaction levels here have dropped slightly in 2008 compared to that of 2007.
'Yes we can (survive)'
Two leading figures say Singapore will survive beyond Minister Mentor Lee Kuan Yew. SMU Chairman Ho Kwon Ping pins it down to citizens' sense of…
SIA will not cut back on training
At the announcement of the latest Customer Satisfaction Index of Singapore (CSISG) at SMU, Singapore Airlines (SIA) CEO Chew Choon Seng said…
Customer satisfaction levels drop in Singapore, survey finds
A study by SMU's Institute of Service Excellence showed that customer satisfaction levels here have dropped slightly in 2008 compared to that of 2007.
Singapore firms must have holistic approach to customer service
According to SMU's latest Customer Satisfaction Index, all three drivers of customer satisfaction have dropped in Singapore ? namely expectation,…
Strategies for marketing in a recession
Harvard Business School don, Professor John Quelch says in a recession consumers have become more value-oriented. He was in Singapore to deliver a…
Satisfaction levels dropped
All eight sectors surveyed by the Institute of Service Excellence at SMU registered a decline in satisfaction scores for 2008.
SMU releases results for second national customer satisfaction study
[20 April 2009] SMU releases results for second national customer satisfaction study The Customer Satisfaction Index of Singapore, developed by…