Postal and courier service companies such as DHL, FedEx, SingPost and UPS have succeeded in scoring more brownie points with customers over the past year, according to the Customer Satisfaction Index of Singapore (CSISG). But amid an online shopping boom, they may have to refine strategies that accommodate individuals rather than businesses to maintain their scores. In the CSISG, couriers as a whole have been judged to be "more like the imagined ideal courier company", said Academic Director Marcus Lee at the Institute of Service Excellence at SMU, which produces the index
Source
The Business Times
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