The Customer Satisfaction Index scores, released by the Singapore Management University's Institute of Service Excellence (ISES), revealed that consumers were more satisfied with the tourism and retail sectors last year but less satisfied with the finance, education and infocommunication sectors. Overall, last year's national score for the Customer Satisfaction Index was 67.2, down from 68.0 in 2009. Customers gave the finance and insurance sector a poorer grade. Its overall score fell to 66.6 last year from 68.2 in 2009. Ms Caroline Lim, director of ISES, said demand for services has grown and along with it, customer expectations. The institute also released last year's scores for health care. Overall, satisfaction level for the health-care sector remained unchanged, but customers were not as happy about private hospitals and polyclinics as before.
The Straits Times