With a mobile penetration rate of 150 per cent, Singapore is a city with far more handphones than people. This has been both boon and bane for telcos here, as Singapore's mobile-toting crowd has grown increasingly dissatisfied with the service providers in recent years. But that fall in happiness levels has been arrested, going by the latest CSISG scores. And the telcos may have the regulator to thank for this, said the Institute of Service Excellence at SMU (ISES), which is behind the annual index. ??The driver with the strongest impact was perceived quality," said ISES academic director [and SMU assistant professor of marketing (practice)] Marcus Lee. ISES is of the view that increased regulation of the sector from the IDA might have had a hand in pushing up both service quality and expectations.
The Business Times