Customers indicated their satisfaction in the Tourism and F&B sectors

Customers continued to be satisfied with the product and service levels in Singapore's Tourism and Food & Beverage sectors. Both these sectors made consecutive year-on-year improvements in the third quarter release of the Customer Satisfaction Index of Singapore 2011 conducted by the Institute of Service Excellence (ISES) at the Singapore Management University. ISES Director, Caroline Lim commented at a media conference yesterday that both sectors showed an upward trend whilst the Tourism sector showed the highest increase since the index was launched in 2007. Assistant Professor of Marketing (Practice) and Academic Director of ISES Marcus Lee urged companies to find a more sustainable approach to attracting and retaining customers as the empirical analysis showed that using value, like price discounts, was becoming a less effective customer retention tool.