Managing customer expectations at Sentosa

In the latest Customer Satisfaction Index of Singapore (CSISG), the customer satisfaction score for the 'attractions' sub-sector fell 3.1 points to 67.9, out of a possible 100. Sentosa fell less than the overall sub-sector. Caroline Lim, director at the Institute of Service Excellence at Singapore Management University (ISES), which conducts the yearly CSISG survey said with the findings Sentosa can improve the overall satisfaction of its guests by focusing on expectations.