The Customer Satisfaction Index of Singapore for 2010 fell 0.8 points on-year to 67.2, according to the SMU's Institute of Service Excellence (ISES). The finance and insurance sector's 1.6 point dip could have dragged the overall score down as the sector represented 41.9 per cent of the study, due to its contribution to gross domestic product. The commercial banks saw their score fall by 2.4 points to 66.7. ISES felt this could be due to a lower trust in banks after the financial crisis. Out of seven banks surveyed, HSBC saw the biggest slide in its score.
Sin Chew Daily