Full-service airlines earned a higher customer satisfaction score in the Q2 2012 Customer Satisfaction Index of Singapore (CSISG), while budget carriers saw their score slip. Overall, the airline sub-sector - under the transport and logistics banner - saw its score rise 1.4 points to 74.6, while the budget airlines sub-sector score fell three points to 62.7, showing that price alone cannot be a factor in satisfying customers. The CSISG is an annual benchmark of customer satisfaction released by the Institute of Service Excellence at SMU (ISES).
Source
The Business Times
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