Customer Satisfaction Index of S'pore down last year

Despite continued improvement in service quality, the customer satisfaction index fell from 68 in 2009 to 67.2 out of a possible 100 in 2010. Sharing findings from its analysis, the Institute of Service Excellence at SMU (ISES) yesterday said businesses need to realise that investing in front-line service training without orchestrating improvement in other functional units will not suffice. Since 2008, perceived service quality has steadily improved to score 71.3 in 2010, but satisfaction has not.